Kelly Patrick

Dedicated and skilled professional seeking a position to leverage expertise and knowledge in providing exceptional support to providers. Committed to delivering outstanding service, eager to contribute skills in a dynamic and collaborative environment.

Passionate about making a positive impact, ready to utilize abilities to ensure the highest level of satisfaction for all involved.

• Consultant, Park University Enterprises, 04/2015, 07/2019, Denver, CO, Providing one call resolution for our customers., Offering additional products and training material to customers., Upselling and cross-selling on every call., Providing chat support to other Customer Care Professionals when needed.
• Flex Recruiter, Sykes Home Powered by Alpine Access, 09/2014, 07/2019, Denver, CO, Responsible for hiring new talent for Sykes., Conducting interviews and maintaining accurate records for prospective new hires., Being the face of Sykes and the first point of contact to new hires.
• Team Coach / Assisting Trainer, Sykes Home Powered by Alpine Access, 02/2013, 03/2015, Denver, CO, Assisting our Flex Facilitator during new hire classes for AAA Ohio., Coordinating with Flex Facilitator to provide appropriate training material., Helping with cross training and up-training for AAA Ohio and AAA Pittsburgh., Continually providing guidance to Customer Care Professionals on AAA Ohio and AAA Pittsburgh.
• Team Coach, Sykes Home Powered by Alpine Access, 02/2013, 03/2015, Denver, CO, Mentoring a team of Customer Care Professionals., Providing feedback, call monitoring, quality assurance scoring., Assisting Customer Care Professionals who are not meeting metrics by providing additional one on one training to correct mistakes., Completing reports and reporting to my Account Manager.
• Customer Care Professional, Alpine Access, 06/2007, 02/2013, Denver, CO, Answer incoming customer calls in a timely and efficient manner., Express empathy and understanding to the member’s situation., Meet/exceed program metrics and remain in compliance with adherence.
• Lead Mechanic, Alpine Access, 10/2012, Present, Denver, CO, Provide chat room support to (CCP’s) Customer Care Professionals., Coordinate and expedite outages with NOC/Team Lead., Relay program specific updates via chat to CCP’s in real time., Meet/exceed program metrics., Perform the above listed duties as well as maintain the ability to provide road service as a CCP.
• CCP-Xbox/Kinect Launch, Alpine Access, 10/2010, 01/2011, Denver, CO, Provide troubleshooting for Xbox/Kinect issues during the holiday ramp up., Continued to meet my current program adherence while training and performing Kinect support.
• Ombudsman, U.S. NAVY (Volunteer), 10/2008, 01/2011, Willow Grove, PA, Provide moral support to families of service members., Complete monthly worksheets., Act as a liaison between the command and service member’s families., Keeping families informed via email and newsletter., Maintaining strict confidentiality concerning matters brought to me by family members except in instances of abuse or danger which are reported to the appropriate agency.