Thomas (Patrick) Harrington Email & Phone Number

United States

Santa Fe, New Mexico, United States

Carlsbad, Ca (Remote)

-Implemented Houzz, a project management solution reporting system for efficiency optimization. -Tracked and monitored data for project progress and post project auditing by analyzing budgets, staffing, materials, and timeline-Improved staffing efficiencies by 32% and decreased material losses by 12% from 2020 to 2022When onsite, receive, inspect and store incoming job materials Review and oversee quality control for project completion

Austin, Texas Area

-Groom (Ramp team) new hire classes to hit metrics proficiently before becoming independentagents-Triage with team supervisors as well as training specialists to improve knowledgeimplementation-Responsible for transitioning graduating agents from Ramp team and to new teams-Proficient at working on multiple platforms with a primary focus on Salesforce, but alsoincludes Tableau, JIRA, and Atlassian-Built various custom reports to provide performance feedback to a team… Show more -Groom (Ramp team) new hire classes to hit metrics proficiently before becoming independentagents-Triage with team supervisors as well as training specialists to improve knowledgeimplementation-Responsible for transitioning graduating agents from Ramp team and to new teams-Proficient at working on multiple platforms with a primary focus on Salesforce, but alsoincludes Tableau, JIRA, and Atlassian-Built various custom reports to provide performance feedback to a team of 15 agents- Track and manage time entries, maintain sick and PTO leave using Oracle, Workday, and Kronos.- Monitored and tracked aspects of customer support operations to ensure target quotas were met- Acted as lead liaison to outsourced overseas teams.- Worked on software integration project between Compass and Salesforce Show less

Austin, Texas Area

Build various custom reports to provide performance feedback and train team of 15 people-Track aspects of customer support operations to ensure target goals and quotas are met-Work in collaboration with Sales and Support teams to provide sales-to-service turnover reportsutilizing Salesforce-Create reports for upper management to help increase team performance-Oversee Hurricane Relief/Natural Disaster team -Act as the lead liaison with our outsourced overseas… Show more Build various custom reports to provide performance feedback and train team of 15 people-Track aspects of customer support operations to ensure target goals and quotas are met-Work in collaboration with Sales and Support teams to provide sales-to-service turnover reportsutilizing Salesforce-Create reports for upper management to help increase team performance-Oversee Hurricane Relief/Natural Disaster team -Act as the lead liaison with our outsourced overseas team-Involved with software integration between Compass and Salesforce-Enforce processes for best practices for e-Commerce improvement and implementation Show less

-Continuously educate and coach Customer Support Representatives on how to use Salesforceand help resolve customer issues- Responsible for training, mentoring, and preparing agents to take inbound calls as well astrained new agents on how to handle customer challenges- Actively kept up with changing policies and system updates while relaying and trainingrepresentatives to enable them to assist customers at the highest level of excellence

Austin, Texas

- Responsible for training, mentoring, and preparing agents to take inbound calls as well as trained new Senior agents on how to handle escalated calls- Assist agents with knowledge management material and covering floor duties for agents that have client or website platform issues- Collaborate with multiple departments to resolve escalated cases and Executive Prioritized issues- Communicate on behalf of the Executive Level Team, in doing so, provide clients with executive level… Show more - Responsible for training, mentoring, and preparing agents to take inbound calls as well as trained new Senior agents on how to handle escalated calls- Assist agents with knowledge management material and covering floor duties for agents that have client or website platform issues- Collaborate with multiple departments to resolve escalated cases and Executive Prioritized issues- Communicate on behalf of the Executive Level Team, in doing so, provide clients with executive level service and develop client trust by using follow up communication and conflict resolution tactics- In charge of providing written statements, emails, and policy suggestions to executives, content specialists, and public relations personnel internally - as well as property owners, managers, and travelers externally Show less

Austin, Texas

- Consecutively met or exceeded all quotas and metrics which included always scoring above a 95% on weekly Quality Audits, closing an average of 120% of the daily case goal and 25% less talk time than the set goal.- Selected to be on an elite team as a White Glove Representative to enroll clients into a new online payment platform to increase eCommerce- Utilize multiple different CRM platforms simultaneously, including Salesforce & Microsoft Office

- Managed lead generation accounts for NetIQ, Polycom, and Intermec- Coordinated client/prospect relations and made 80-100 outbound calls daily- Participated in weekly conference calls with client to gauge campaign status/progress- Facilitated client prospect relationships via email/phone- Profiled and verified information for ADP- Consistently used programs such as Salesforce.com and Siebel.com on a daily basis to organize accounts

Data Analysis & Visualization Certificate Program, Data Analytics

Bachelor Of Arts, Political Science