Paul Hatch Email & Phone Number

Miami/Fort Lauderdale Area

My expertise includes: Call Center Management | Customer Experience | Relationship Management | Servicing Strategies.

Ft. Lauderdale, Fl

Designed and facilitated communications and presentations to all levels of leadership. Responsible for leveraging customer insights and feedback to identify process improvement opportunities and reduce operating expenses. Delivered over $2MM in annual savings through strategic partnership, reducing a global footprint to gain efficiencies across multiple 3rd party vendors. Drove 2000bps improvement in customer satisfaction for Global Merchant Partner Network.Leveraged customer pain points from feedback surveys to implement multiple changes to reduce call demand by 500K calls and increase first call resolution to 90%.Successfully managed a 3rd party partner relationship for Contact Management solutions.Gathered data, designed and developed monthly updates to Directors and Vice Presidents across multiple servicing organizations highlighting key performance indicators and opportunities for improvements.

Miami/Fort Lauderdale Area

Managed a Center of Excellence team to drive improvement in servicing and learning across a global 3rd party management team.Successfully delivered unique, insightful and thoughtful analytic packages to highlight performance opportunities across multiple programs to drive results and deliver on servicing efficiencies.Designed and implemented standardized scorecards and key performance indicator dashboards across a global organization that managers 3rd party relationships.Developed a virtual train the trainer, certification process and post certification observation process. Introduced a process and partnership with partner and proprietary training departments to develop a curriculum review and refresh process across a global 3rd party vendor support organization.Designed and introduced a team leader coaching effectiveness model based on identifying and coaching agents on focused behaviors resulting an in increase in both the number of team leaders and agents receiving monthly performance bonuses.Introduced a leadership certification process to ensure consistent coaching methods and alignment to call calibration and quality monitoring sessions reducing operational risk and improving agent attrition by 25%.

Miami/Fort Lauderdale Area

Supported a team of 3rd party vendor process owners to deliver on customer satisfaction goals, and identify opportunities to improve sales and service.Partnered with multiple process owners and introduced program specific customer engagement call flows, transforming transactional based servicing to a customer engagement model strengthening customer relationships by educating them on how to more effectively use their American Express card. Developed a global review process and housing system to ensure all agent facing documentation met approved compliance and regulatory language.Provided monthly results and analysis to define program accomplishments and identify areas of concern for improvement or cost reduction.

Miami/Fort Lauderdale Area

Supported multiple Directors in multiple skills to identify opportunities to reduce handling times, improve the customer and agent servicing experience and deliver costs to the business. Local project lead of a servicing agent liaison team to product, systems, and demand owners to provide insight into reducing unnecessary call types, improving systems and remove duplication of learning materials resulting in over $6MM in annual expenses realized.Consistently worked with marketing and project teams to ensure smooth implementation of benefit enhancements and card products into the call center significantly reducing impacts to both the customer and employee satisfaction.Implemented a 360 degree feedback process to resolve complex issues for customer service agents.

Miami/Fort Lauderdale Area

Managed a team of inbound customer service agents to exceed performance metrics, participate in the interview process, coach team on call technique and approach to resolve customer issues and provide the customer with the best experience possible. Provide guidance and tools to assist team members with their own growth and career development. Successfully motivated a team through a change in job role from a card servicing team to an online technical servicing team and coached them up to the highest performing team within their skill.Effectively assisted with the advancement of multiple team members to new roles and promotions within the company.In partnership with the department training manager developed an agent transition and learning program to migrate a credit card servicing team to an online technical support team to support the company digital engagement strategy.

Miami/Fort Lauderdale Area

Took inbound calls to answer customer question regarding their credit card benefits and statements. Took internal assist calls to help servicing agents find information to respond to their customers. Supported the escalation gate to take 2nd level calls to address complex customer issues and complaints. Worked as an on the Job Floor trainer supporting new hire phone agents.

City And Guilds Of London Degree In Baking Part 1 & 2

City And Guilds Of London Institute In Design And Decoration Of Flour Confectionary