Troy Fitzpatrick, Mba Email & Phone Number

Los Angeles, Ca, Us

As the Senior Manager of Hospital Relations, I am thrilled to spearhead the adoption of our services by new hospitals and foster lasting relationships with them. Leveraging my operational expertise, I intend to streamline customer support for VCA, relieving local hospitals of routine tasks like answering the scheduling phone calls, allowing them to focus entirely on providing exceptional care to your beloved pets.This role is personally significant as an avid animal lover. My passion drives a commitment to bring about a transformative shift, enhancing care standards for our hospitals, clients, and, most importantly, the cherished pets we serve.We started this journey with four hospitals and as we now support over 90 hospitals, this role allows me to help establish a new benchmark in service delivery, a commitment I am ready to pursue relentlessly.Centralizing customer support not only enhances operational efficiency but also contributes to an elevated patient and client experience. Beyond the operational aspects, my dedication to animal welfare ensures that decisions made in this role prioritize the well-being, health, and happiness of pets, aligning seamlessly with VCA's commitment to excellence in veterinary care.Embarking on this journey, I am excited and dedicated, confident that our collective efforts will contribute to a higher standard of service and care for pets nationwide. This updated role is not just a move; it's a commitment to making a meaningful impact on the lives of animals and those who cherish them. I look forward to collaborating with the exceptional team at VCA to set a new standard for excellence in hospital relations and patient care, with my new role!

Los Angeles, Ca, Us

Care and Support for Customers with fur babies!! (Veterinary Animal Hospital Support)I will be driving the centralization of customer support for VCA and help enable the hospitals to put their full attention on you and your fur babies, by taking the routine administrative duties like answering phone lines off the local hospitals to do list.Super exciting role with a HUGE purpose behind it. As a huge animal lover, I'm looking forward to driving this transformation to bring better care to not only our hospitals and clients but ultimately those beloved pets!!We'll start small but looking to quickly be a trendsetter in this industry and go nationwide, as quickly as it makes sense but NEVER misplacing our responsibilities to our hospitals or clients. Our PRIMARY goal is to set the bar on service delivery, which we will do relentlessly!I'm beyond excited and looking forward to starting this journey!!

Experienced operations executive and licensed Real Estate Agent in Middle Tennessee, I seamlessly blend expertise from my more corporate roles with a dynamic presence in the local real estate market. With a proven track record in operations, process improvement, contract negotiations and customer success, I bring a unique perspective to my real estate clientele!As a licensed Real Estate Agent, my commitment extends beyond traditional transactions. I prioritize the relationship and provide educational coaching, while ensuring a customer-centric approach in every interaction. Beyond my professional pursuits, I am deeply passionate about giving back. Engaging in pro-bono Life coaching, I offer guidance grounded in a faith-based foundation, sharing my extensive business and life experience to help others navigate their journeys. As a servant leader by heart and action, I thrive at helping others find their best, whether that's professionally, personally or in their next real estate experience! I am excited about the opportunities that arise at these intersections allowing for success on multiple fronts.

Overseeing all site and client responsibilities, ensuring optimal customer and employee experiences for a major wireless communications provider and one of the nation's largest retailers. Responsible for onsite 300-seat contact center and the Work at Home program.* Changed culture resulting in 33% growth in a year, from 200-FTE to over 300-FTE.* Managing site to and over 30% Top line GP (gross profit) earnings.* Increased performance to consistently a top site out of 26 competing sites, including client internal and additional partner sites.

Tampa, Florida, Us

http://www.digitalmarketingatusf.com/troy-fitzpatrick.html Board members make a number of contributions to the School. These include: • Preserving and enhancing the reputation and quality of the School through strategic reviews of their credit and noncredit offerings to the community, as well as helping to build value to the business community.• Offering the benefits of my experience to the faculty and students through occasional classroom visits, forums and conferences, and input on Digital Marketing programs.• Promote the School’s goal of linking industry with academia to help ensure the School's program work is relevant and benefits the business community.

Hanover, Md, Us

Using my prior Contact Center Operational Executive strategic and tactical experiences, currently working as lead consultant for several contact center and customer experience initiatives ranging from new business ramp ups, new CRM delivery, IVR strategy, Knowledge Base improvements, Operational efficiency and other customer experience enhancements for the Sales, Service and Internet Support groups in 4 sites impacting over 4,000 staff.• Enhancing the customer experience with both technology advances and business process enhancements, resulting in increased revenue, increased retention and overall increased customer experience.• Improved customer experience by launching an Omni-channel approach with self-service digital/online channel capabilities, customer facing channels including phone, email, chat and click-to-call options, currently exploring text, video and In-app messaging as potential future customer facing channels.• Raised the customer’s and user’s experience, lowered AHT and improved Quality by redesigning and enhancing IVR routing options, while also improving interaction tracking.• Implemented Virtual Hold Technology resulting in saving thousands of minutes weekly in line usage fees and improved customer experience leading to an increase in customer satisfaction.Additional Projects include:• Outbound/Inbound Strategy• Call Analysis/Call Flow• Staffing/Resource needs from new enhancements• Process Flow Design• Contact Routing Strategy• Hold Place in Queue Design, Build and Implementation• CRM Strategy, Design, Build and Implementation• New Life Insurance (Acquisition) Contact Center Build and Implementation• Canada Anti-Spam Legislation (CASL) Strategy, Build and Implementation• Reporting and Analytics Design, Build and Implementation• Change Adoption Development and Implementation• Knowledge Management Design, Build and Implementation• Learning/Development (Training) Design, Build and Implementation

Denver, Co, Us

Reported to Senior Director Client Services. Leading a 450-seat call center processing calls for three lines of business for AT&T Mobility Service. Full site responsibility for all support departments within site (HR, Training, WFM, IT, Payroll/Report Analysts and Facilities). • Full P&L responsibility for over $15MM annually, with responsibility for over 1,000 FTE.• Immediately identified areas for improvement in both technology and business processes. Process changes increased performance from #19 (out of 20 sites) to #5 in 3-months and routinely in top 3 in subsequent months. Unfortunately, client’s decision to pull volume was made before I was able to lead this improvement. • Successfully closed site while maintaining #2 and #3 status during entire close down process.

Lead all operational aspects of a 700-seat mega-center. Full site responsibility including financials for all departments Operational and Support within site. • Full P&L responsibility for over $32MM annually, with responsibility for over 1,500 FTE.• Increased Issue Resolution scores (customer satisfaction ratings) 21% exceeding Client’s goal of 90%.• Decreased transfer rates by 5% enabling more calls to be closed out in-house, reducing internal volume for Client’s Tier 2 support and increasing Next Contact Prevention by 3% exceeding client’s goals.

New York, Ny, Us

Reported to Regional Director/Senior Operations Director. Led all operational aspects of 500-seat contact center processing 450K+ calls daily (customer service, inbound sales, and directory assistance). Responsible for multi-site (3-sites) operations and workforce management. Led all departments including staffing, training, quality, HR, IT, and facilities. Served as primary point-of-contact for clients; international experience with the Philippines.• Critical transformation change agent in a Circle of Excellence style approach with turning around multiple under performing sites.• Full P&L responsibility for $20MM with responsibility for over 1,000 FTE.• Instrumental in two 500-seat contact center start-ups.• Key business driver in a 5-year contract renewal with a key Medicare Part D and PBM client and in their decision to move 100% of all outsourced traffic to KGB, eliminating the competition and their dual vendor strategy.• Increased C-Sat scores from 75% to 88%, exceeding 85% client target with creation of cross-site calibration efforts.• Created employee retention initiatives, increasing morale and reducing attrition from 15% monthly to less than 10% monthly.

Houston, Texas, Us

COMPAQ COMPUTER CORPORATION (now known as HEWLETT PACKARD) Houston, TX • Full P&L responsibility for $15MM annually.• Multi-Site responsibility: 2-internal and 3-external partner sites.• Implemented staffing efficiencies, increasing occupancy by 20%.• Improved call flow and QA metrics, reducing call times by 7% (1:30) and raising C-Sat from 70% to 80%.

Masters Of Business Administration, Business Administration, Management And Operations

Bachelor Of Business Administration, Business Administration, Management And Operations