Patrick Colligan
Shelton,Connecticut
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. A dedicated and highly engaging workforce development professional with international, multi-industry experience, specializing in recruitment and retention, call center operations, quality control, audits and metrics, franchisee services, crisis resolution, employee relations, staff development, strategic planning, and customer service. A proven track record of empowering a high-performing staff with tools and insights to achieve goals and better serve clientele. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
26
26
years of professional experience
Work History
Customer Experience Manager
COOPER SURGICAL
01.2022 - Current
- Responsible for managing and directing all aspects of incoming call center operations, customer support (internal and external), implementing and reviewing call center policies and procedures, developing and monitoring call center activities for volumes, quality, and timeliness
- Lead and directed a team of Customer Service Supervisors and Representatives to accomplish all assigned tasks and organizational goals
- Implemented and reviewed call center policies and procedures
- Developed and monitored call center activities for volume, quality, and timeliness
- Developed and implemented strategy for the department that coincides with the strategic objectives of the company
- Managed the customer service business unit and the performance of Customer Service Representatives and Supervisors
- Monitored staffing levels and capacity levels and capacity gaps to ensure all contacts are being handled within the Service Level Agreement
- Implemented quality assurance program and call monitoring for team members
- Reduced the turnaround time on sales orders and customer email inquiries received from 1 week to 1 business day.
Manager, Franchisee Services
SUBWAY
01.2017 - 01.2020
- Led and managed team of assistant managers, supervisors, and coordinators based in U.S
- And Canada
- Provided guidance, assistance, and support to international franchisee services teams located in 17 offices around world
- Organized and directed all activities concerning franchisee services
- Analyzed efficiency and productivity of staff by monitoring daily, weekly, and monthly reports
- Monitored staffing and training needs as well as individual workloads
- Provided guidance to assistant managerial and supervisory staff on solving problems and answering questions for franchise owners, business development agents, and field staff related to ongoing operations of existing restaurants as well as construction of new restaurants
- Ensured communication between staff and senior management
- Improved team's survey score averages from 4.4 to 4.7
- Expanded number of surveys received yearly from franchise owners from 800 to more than 2,600.
Technical Support Supervisor
ALTICE/CABLEVISION
01.2015 - 01.2016
- Supervised team of technical support representatives and customer service representatives in busy call center environment
- Monitored performance of team and provided feedback to meet call center and customer satisfaction goals
- Identified training needs and workload requirements with available resources to maximize customer satisfaction
- Provided guidance to technical support representatives, customer service representatives, and team leads in resolving difficult customer questions and problems in audits
- Conducted remote and desk-side monitoring in accordance with company policies to ensure quality service and customer satisfaction goals
- Designed and developed individual and team goals and implemented plans to carry out objectives
- Resolved escalated problems and complaints
- Maintained communication between staff and senior management.
Customer Care Manager
HEARST CONNECTICUT MEDIA GROUP
01.2014 - 01.2015
- Managed team of customer care supervisors and representatives
- Organized and directed all activities concerning call center operation
- Created quality assurance program and ensured 100% quality among all audits
- Interviewed and hired customer care personnel
- Prepared and developed schedules to control adequate staffing levels
- Developed, monitored, and reviewed performance reports and service performance trends and recommended specific actions and remedies as necessary
- Facilitated performance measurement, monitoring, and evaluation of all employees to improve efficiencies
- Maintained communication between staff and senior management
- Practiced and ensured compliance with all company policies and procedures
- Oversaw labor cost budget of call center and outsource vendors
- Created chat rooms to assist supervisors and representatives.
Customer Support Manager
FITLINXX
01.2011 - 01.2014
- Supervised and managed team of technical support engineers
- Implemented all-new phone system and created monitoring and quality assurance program for support staff
- Interviewed and hired technical support engineers
- Guided efforts in attracting, selecting, and retaining high-caliber, diverse talent to achieve and exceed business goals
- Drove efforts in planning, directing, and implementing procedures to foster high level of customer satisfaction in accordance with plan policies and procedures
- Designed and maintained tools, job aids, and training materials to help employees in efforts to resolve issues and improve core relationship with customers
- Developed, evaluated, and coached staff to provide effective customer service while meeting quality standards
- Reduced average handle time of reported incidents from 15 days to two days
- Drove efforts in creating Wiki site for department.
Customer Care Manager
AETNA
01.2010 - 01.2011
- Managed team of 30 agents and four supervisors and consultants (both office- and home-based) in busy call center environment
- Interviewed and hired agents and consultants
- Led efforts in attracting, selecting, and retaining high-caliber, diverse talent to achieve and exceed business goals
- Drove efforts in planning, directing, and implementing procedures to foster high level of customer satisfaction in accordance with plan policies and procedures
- Created and maintained tools, job aids, and training materials to help employees in efforts to resolve issues and improve core relationship with customers
- Collected, analyzed, and reported on operations information in support of process, systems, and policy redesign
- Drove creation of SharePoint site
- Procured and oversaw outsource call center vendors to assist in overflow of calls for call center.
Senior Customer Care Manager
HIGHER ONE
01.2008 - 01.2010
- Led and managed team of 200 agents and 20 supervisors, specialists, and coaches (both office- and home-based) in busy call center environment
- Conducted interviews and hired agents, supervisors, specialists, coaches, and managers
- Designed and conducted training for agents, supervisors, specialists, coaches, and managers
- Created chat rooms to assist agents in cutting down on number of transferred calls to supervisors by nearly 50%
- Developed and managed new positions of specialists, devoting bulk of time to escalated issues with callers
- Created and managed new positions of coaches, devoting bulk of time to growth and improvement among agents.
Customer Service Supervisor
MBI
01.1999 - 01.2008
- Managed team of 50 agents in busy call center environment
- Interviewed and hired agents
- Conducted training for agents
- Monitored telephone calls to ensure quality
- Proofed letters, emails, and faxes sent by agents to ensure quality
- Resolved numerous escalated issues with customers
- Compiled and issued monthly and yearly feedback and performance evaluations to agents
- Created databases and spreadsheets to track and monitor productivity of department as well as maintain log of products offered by company.
Education
M.B.A, Management -
WESTERN GOVERNORS UNIVERSITY
Millcreek, UtahB.S., Management -
SOUTHERN CONNECTICUT STATE UNIVERSITY
New Haven, ConnecticutSkills
Performance Evaluations
Training and Onboarding
Customer Relationship Management (CRM)
Staff Management
Staff Monitoring
Microsoft Office
Team Recruiting and Hiring
Strategic Planning
Timeline
Customer Experience Manager
COOPER SURGICAL
01.2022 - Current
Manager, Franchisee Services
SUBWAY
01.2017 - 01.2020
Technical Support Supervisor
ALTICE/CABLEVISION
01.2015 - 01.2016
Customer Care Manager
HEARST CONNECTICUT MEDIA GROUP
01.2014 - 01.2015
Customer Support Manager
FITLINXX
01.2011 - 01.2014
Customer Care Manager
AETNA
01.2010 - 01.2011
Senior Customer Care Manager
HIGHER ONE
01.2008 - 01.2010
Customer Service Supervisor
MBI
01.1999 - 01.2008
B.S., Management -
SOUTHERN CONNECTICUT STATE UNIVERSITY
M.B.A, Management -
WESTERN GOVERNORS UNIVERSITY
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