Summary
Overview
Work History
Education
Skills
Certification
Core Qualifiers
Timeline
Generic
Patrick Bowles

Patrick Bowles

Fleming Island,FL

Summary

Highly motivated and dedicated individual seeking to secure a position that offers both professional and financial growth opportunities. Methodical Director with 7 years of comprehensive experience overseeing daily operations of BPO, Customer Service and High Tech Operations. Hardworking and versatile professional well-versed in executing business strategies, preparing and implementing business plans and overseeing financial performance. Thorough knowledge of market changes and trends paired with strong grasp of corporate finance and performance measures.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Director of Adecco Outsourcing and Adecco Career Center

Adecco
06.2023 - Current
  • Successfully relaunched internal On-Demand Service Provider, driving significant revenue growth.
  • Overhauled Career Center processes, enhancing efficiency and securing stakeholder buy-in.
  • Maintained 13% EBITA across P&L for six consecutive months, demonstrating fiscal acumen.
  • Led responses to all BPO RFPs in North America, resulting in increased market share.
  • Launched three new BPO verticals, generating $25M in revenue opportunities.
  • Developed and delivered business review decks for senior executive stakeholders, fostering transparency and alignment.

Senior Account Manager Adecco Outsourcing

Adecco
07.2022 - 06.2023
  • Restored failing client relationship, achieving 45% cost savings compared to internal resources.
  • Managed associate headcount, ensuring operational stability and resource optimization.
  • Implemented Lean Six Sigma principles, enhancing internal quality processes and efficiency.
  • Expanded project size, securing additional resources and driving revenue growth.
  • Improved GM to 23.4% since joining, demonstrating strategic financial management.

Lead Project Manager US Insurance

Genpact
12.2021 - 07.2022
  • Managed multiple projects across diverse business lines, prioritizing business impact and delivery timelines.
  • Reported directly to Global Operations Leader, ensuring alignment with project goals and objectives.
  • Collaborated with cross-functional teams to drive revenue growth and operational excellence.
  • Managed PMOs for new hire projects and licensing compliance, ensuring regulatory adherence and organizational readiness.

Genpact Operations Manager

Genpact
10401 Deerwood Park Blvd 32256
07.2019 - 12.2021
  • Oversaw organization of 133 employees, ensuring daily deliverables were met and exceeded.
  • Analyzed team performance data and implemented improvement plans to drive continuous enhancement.
  • Regularly presented performance metrics to stakeholders, fostering transparency and accountability.
  • Successfully led Lean Six Sigma project, improving site performance by 3% and driving operational efficiency.

Genpact BI Jax Front Line Manager

Genpact
10401 Deerwood Park Blvd 32256
07.2018 - 07.2019
  • Managed team of up to 16 associates, ensuring adherence to client guidelines and service excellence.
  • Implemented innovative processes to improve team performance and operational efficiency.
  • Provided coaching and feedback to team members, fostering a culture of continuous improvement and excellence.

Team Leader

Convergys / Northwestern Mutual Billing and Payment
8000 Baymeadows Way 32256
11.2017 - 07.2018
  • Managed a team of Policy Owner Services agents, ensuring adherence to operational procedures and service standards.
  • Evaluated quality metrics and provided constructive feedback to agents, driving performance improvement.
  • Communicated effectively with home office leadership for call calibrations and workforce management coordination.
  • Built and maintained positive relationships with home office leadership, fostering collaboration and partnership.

Education

Graduation Equivalency Degree

Florida State College of Jacksonville, Jacksonville, FL South Campus
01.2011

Skills

  • Outlook
  • Skype
  • Microsoft Office
  • Word
  • Excel
  • Sales Force
  • Avaya
  • VDI
  • Power Point
  • SharePoint
  • One Drive
  • Project Management
  • Contract Negotiation
  • Business Planning
  • Staff Development
  • Budget Control
  • Business Administration
  • Project Coordination
  • Operations Management
  • Contract Management
  • Issues Resolution
  • Hiring and Retention
  • Team Management
  • Cross-Functional Team Leadership
  • Innovation Management
  • Capital Spending
  • Program Management

Certification

  • Greenbelt Certified
  • Lean Six Sigma Certified

Core Qualifiers

Professionally seasoned in high-volume inbound contact center management, specializing in financial industry services. Passionate about cultivating talent and empowering Team Leaders and Process Associates to achieve both personal and team objectives. Proven track record in project and performance management, leadership, enhancing customer experience, revenue generation, real-time analysis, and delivering impactful presentations. Dedicated to driving individual and team success through strategic guidance and development initiatives.

Timeline

Director of Adecco Outsourcing and Adecco Career Center

Adecco
06.2023 - Current

Senior Account Manager Adecco Outsourcing

Adecco
07.2022 - 06.2023

Lead Project Manager US Insurance

Genpact
12.2021 - 07.2022

Genpact Operations Manager

Genpact
07.2019 - 12.2021

Genpact BI Jax Front Line Manager

Genpact
07.2018 - 07.2019

Team Leader

Convergys / Northwestern Mutual Billing and Payment
11.2017 - 07.2018

Graduation Equivalency Degree

Florida State College of Jacksonville, Jacksonville, FL South Campus

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Patrick Bowles