Patrick P. Email & Phone Number

Montreal, QC, CA

- Provide leadership and direction to a worldwide team to establish, deploy, and track inventory for customer accounts.- Manage team of quality analysts and project managers.- Support existing management systems for customer accounts.- Interact with customers, internal teams, and management to ensure the right level of satisfaction.- Main point of.

- Responsible for ten to fifteen accounts.- Management hardware asset inventories from acquisition to disposal. - Provide coaching and leadership to team of analysts and clerks located in various locations.- Liaison between Account Teams and internal support groups.- Delivery of accurate control points to management.- Delivery of month end reporting to.

Toronto, Ontario, CA

- Provide leadership and coaching to IT Help Desk Team Leaders, and analysts. - Responsible for internal Help desk staffed with Tier 1 and 2 agents.- Responsible for deployment and daily operations of two outsourced desks across two countries.- Manage and develop virtual desk.- Plan and forecast call volume and distribution of Tier 1 calls between 2.

- Develop and implement an incident management process for the call centres and points of sale.- Daily management of incident and escalation support desk.- Publish weekly and monthly reports to reduce operational risks.- Problem management with IT partners to find permanent solutions to operation problems.- Negotiate service level agreements and operating.

- Develop and implement business processes as part of corporate and departmental projects.- Supervise the customer data and business process conversion as part of a transition to a new customer care/collection system (Atlas). - System administrator for collections system. Responsible for daily data updates and maintenance scripts.- Manage task assignment.

- Played a key role in establishing this department in this new telecom company. - Grew team from 4 to 30 collection agents. -While team lead, number of accounts went from 3000 to 500 000.- Responsible for collection of accounts between 30 and 210 days past due and for agency placement of write-off accounts.- Stood out by providing innovating solutions and.

- Negotiate payment agreements with customers with arrears between 30 and 210 days past due.- Promote the services offered by the company.- Approve new activations based on consumer and corporate credit reports.

New York, New York, US

- Negotiate payment agreements with customers from various HBC credit cards ranging from 30 to 120 days past due.- Work in a call centre environment with an auto-dialer.

Arts, English Literature

Bachelor Of Arts, English Language And Literature/Letters

Competent Communicator

Competent Leader