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.

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.

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.

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.

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.
• 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.
• 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

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.
• 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..
• 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.
• 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.

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