Summary
Overview
Work History
Education
Skills
Timeline
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Patricia Negrich

Cape Coral,FL

Summary


Diligent leader with solid background in managing customer service and sales teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.

Overview

18
18
years of professional experience

Work History

Customer Service Manager

Best Home Services
07.2022 - Current
  • Manage a team of 40+ customer service agents in a high-volume call center environment.
  • Oversee daily operations including inbound/outbound call performance, scheduling, and agent availability.
  • Monitor and report on key performance indicators (KPIs) including:
  • Answer Time
  • Availability
  • Utilization
  • Bookings per Call
  • Calls per Hour
  • Membership Sales
  • Maintenance Bookings
  • Cross Bookings
  • Overflow and Abandon Rates
  • Utilize Five9, Service Titan, Power Bi, and ADP systems to track attendance, productivity, and shift readiness.
  • Conduct coaching sessions and performance reviews to ensure team alignment with service standards.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

Retail Sales Manager

Xfinity Comcast
02.2008 - 08.2022
  • Oversaw daily operations of the Xfinity retail store, managing a team of sales associates and ensuring top-tier customer service and sales performance.
  • Increased in-store sales by 30% over three years through effective merchandising, staff training, and customer engagement strategies.
  • Maintained a consistently high Net Promoter Score (NPS) , reflecting strong customer satisfaction and loyalty across all retail touchpoints.
  • Led inventory control and store resets , ensuring accurate stock levels, timely replenishment, and alignment with corporate branding and seasonal promotions.
  • Trained, coached, and developed employees through structured onboarding, ongoing skill-building, and performance feedback—resulting in high employee retention and multiple internal promotions.
  • Implemented performance tracking and incentive programs that improved employee productivity and reduced turnover.
  • Resolved escalated customer issues with professionalism and efficiency, contributing to sustained high satisfaction ratings.
  • Achieved Xfinity's Elite Event recognition for Top Performing Stores two years in a row, honoring excellence in sales, customer satisfaction, and operational execution.

Education

High School Diploma -

Lemon Bay High School
Englewood, FL

Skills

  • Customer service
  • Sales
  • Problem-solving
  • Customer focused
  • Microsoft outlook, word, and Excel

Timeline

Customer Service Manager

Best Home Services
07.2022 - Current

Retail Sales Manager

Xfinity Comcast
02.2008 - 08.2022

High School Diploma -

Lemon Bay High School

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Patricia Negrich