Patrice Amos
Houston
Summary
Innovative and results-oriented Operations Director with over 20 years of experience driving organizational growth, optimizing customer service operations, and building high-performing teams. Known for implementing process improvements that streamline workflows, enhance customer satisfaction, and boost profitability. Adept at leading large-scale transformation projects, aligning operations with business goals, and fostering a culture of continuous improvement. Expertise in developing and executing strategic initiatives that maximize efficiency, reduce costs, and increase client retention. A proven leader with a history of inspiring teams to exceed expectations while maintaining operational excellence in dynamic and competitive environments.
Overview
20
20
years of professional experience
Work History
CUSTOMER SERVICE SUPERVISOR
Comcast Cable Corporation
Houston
12.2017 - 10.2023
- Led and developed a 25-member team across billing, technical, and sales support, achieving an NPS improvement from 52 to 73
- Reduced Trouble Call Rate (TCR) by 45% through enhanced technical training and quality monitoring processes
- Decreased Average Handle Time (AHT) by 34%, achieving a record low of 8.2 minutes while maintaining 98% quality compliance
- Designed and implemented a structured coaching framework, increasing team retention from 65% to 88% within one year
- Exceeded monthly revenue retention targets by 20%, contributing over $600,000 in annual revenue through proactive client engagement
- Maintained 100% compliance in call audits and transaction reviews over six consecutive quarters, ensuring operational integrity
- Improved customer experience by implementing a team-specific coaching framework, leading to a 25% increase in customer satisfaction metrics
- Drove operational efficiencies, reducing call handling time by 34% and improving quality assurance compliance to 100%
CUSTOMER SERVICE SPECIALIST
Comcast Cable Corporation
Houston
03.2013 - 12.2017
- Delivered exceptional customer service with a consistent Quality Assurance score of 98% while managing over 85 daily customer interactions
- Achieved a 92% First Call Resolution rate and reduced AHT to 7.5 minutes, setting a team record
- Ranked #1 in reducing TCR, cutting repeat technical service calls by 40%
- Generated $50,000+ in monthly revenue through successful customer retention saves and service upgrades
- Consistently exceeded Voice of the Customer (VOC) targets, achieving a 4.8/5 average customer satisfaction score
- Recognized quarterly for achieving the lowest escalation rate among a pool of 150+ specialists
- Consistently ranked in the top 5% of specialists for customer satisfaction scores and first-call resolution rates
- Achieved a 40% reduction in repeat service calls by proactively addressing customer concerns during initial interactions
BUSINESS DEVELOPMENT COORDINATOR
Fast Train Career College
Fort Lauderdale
09.2009 - 02.2012
- Boosted enrollment by 65% through strategic partnerships with Government Work Force One and local organizations
- Increased lead conversion rates by 40% through optimized recruitment strategies and personalized outreach initiatives
- Improved job placement rates by 25% through the development of a robust vendor partnership program
- Enhanced program completion rates by 30% through the introduction of performance tracking and student support services
- Designed marketing campaigns that increased prospective student engagement by 50%
- Streamlined admissions processes, reducing lead response time by 20%
- Enhanced student placement rates by 15% by launching a vendor collaboration initiative, linking graduates to employment opportunities
- Conducted competitive analysis to identify market trends and enhance product positioning, leading to a 20% growth in market share
CAMPUS DIRECTOR
Fast Train Career College
Fort Lauderdale
04.2004 - 07.2009
- Directed daily operations for a campus serving 500+ students and employing 30+ faculty members, achieving an 85% student completion rate
- Increased campus revenue by 45% through strategic program expansions and resource allocation
- Reduced administrative processing time by 60% through the implementation of advanced systems and process automation
- Ensured 100% regulatory compliance across all campus operations while expanding academic offerings
- Successfully negotiated vendor contracts, resulting in a 20% reduction in operational expenses
- Fostered a collaborative environment that increased faculty engagement and performance by 25%
- Achieved a 45% increase in campus revenue by expanding academic programs and optimizing resource allocation
Education
Associate of Science - Business Management
Western Governors University
06.2027
Skills
- Leadership & Strategy
- Performance Management
- Pricing Strategy
- Database Management
- Stakeholder Management
- Regulatory Compliance
- Operations Optimization
- Change Management
- Project Management & Coordination
- Communication & Presentation Skills
- Problem-Solving & Critical Thinking
- Client Retention Strategies
- Value Proposition Development
- Market Research & Analysis
- Cross-Functional Collaboration
- Cost-Benefit Analysis
- Strategic Planning & Implementation
- Quality Assurance & Compliance
- Proactive Communication Frameworks
- Team Development & Coaching
- Strategic Planning & Execution
- KPI Analysis & Reporting
- Resource Optimization
- Conflict Resolution & Mediation
- Talent Acquisition & Retention
- Budgeting & Cost Control
- Quality Monitoring Systems
- Process Improvement
- Meticulous Details-oriented
- Critical/Creative Thinking
- Microsoft Office Suite (Advanced)
- CSG Platform
- IEX Blue Pumpkin (Scheduling/Adherence)
- Kronos (Time Entry/Payroll)
- Performance Analytics Tools
- Quality Monitoring Tools
- Workforce Management Tools (IEX, Kronos)
- CRM Systems (Salesforce, Zendesk, etc)
Affiliations
Languages
English, Fluent
References
Available on request
Selectedaccomplishments
- Client Satisfaction, Enhanced client satisfaction by implementing a proactive communication strategy, leading to a 25% improvement in customer retention.
- Operational Excellence, Reduced operational inefficiencies by 40%, resulting in a cost savings of $500,000 annually.
- Revenue Growth, Increased team-driven revenue by 30% through targeted training and effective upselling strategies.
- Team Development, Elevated team retention rates by 23% through tailored development programs and recognition initiatives.
- Performance Metrics, Boosted Net Promoter Score (NPS) from 52 to 73, setting a regional benchmark.
- Innovation in Training, Designed comprehensive training programs that enhanced employee performance by 40%.
- Cost Efficiency, Spearheaded an initiative to revamp resource allocation strategies, reducing overhead costs by 18% while maintaining operational excellence.
- Workforce Optimization, Implemented a flexible workforce scheduling system, increasing productivity by 22% and reducing employee overtime expenses by 15%.
- Technology Integration, Successfully led the integration of a new CRM system, resulting in a 30% improvement in data accuracy and a 25% faster response time to client inquiries.
- Crisis Management, Navigated a major service disruption, leading a cross-functional team to restore operations within 24 hours, minimizing customer impact and protecting the company’s reputation.
- Operational Scalability, Designed and executed a scalable operations framework that supported a 40% increase in client volume over two years without compromising service quality.
Timeline
CUSTOMER SERVICE SUPERVISOR
Comcast Cable Corporation
12.2017 - 10.2023
CUSTOMER SERVICE SPECIALIST
Comcast Cable Corporation
03.2013 - 12.2017
BUSINESS DEVELOPMENT COORDINATOR
Fast Train Career College
09.2009 - 02.2012
CAMPUS DIRECTOR
Fast Train Career College
04.2004 - 07.2009
Associate of Science - Business Management
Western Governors University
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