Patrick Grogan
Cedar Hill,TX
Summary
Over 15 years of Telecommunications experience: Call Center Sales Supervisor / Call Center Customer Service Supervisor. Account Management Liaison / Professional Services customer base. Project Management and IVR Script development / Quality Assurance Testing. IVR Process Improvement / Cost Management Telco Billing analysis and resolution / Data Center Contact for Toll Free Numbers. Software Development - Start up experience regarding all aspects profitability..
Professional services leader ready to drive organizational success with focus on delivering top-tier solutions. Brings substantial experience in managing client relationships and project execution. Known for fostering collaborative team environments and adapting to changing business needs. Expertise in strategic planning and operational management.
Overview
25
25
years of professional experience
Work History
Director of Professional Services
Contact Automation
02.2004 - 01.2013
- Company Overview: Contact Automation, LLC is a privately held company that provides hosted IVR services
- Contact Automation was created by three business partners from its initial conception to its current viability as a company
- Responsible for understanding each customer’s conceptual idea(s) and then translating that vision into a programming blueprint via a detailed IVR scripting process
- 800 based IVR for Chick-fil-A’s 2013 Cow Calendar Card Project
- HCA’s (Healthcare Corporation of America) Employee Engagement Survey
- Cub Cadet – Dealer Locator application
- Telco provisioning lead – transitioned all 800 numbers from a T-1 based telephony set-up to VoIP provider in Data Mart Center in Dallas, TX
- This decision created a flexible platform for on-demand capacity; allowed our company to reduce costs and exposure from a Telco perspective
- Direct interface with our Data Center, including our Telco vendor; account credits, billing discrepancies and all provisioning requests
- Responsible for managing all aspects of IVR development / project life cycle including all script writing, voice file details and documentation, along with project plans, and testing
- Maintained, ordered and arranged for the installation of all T-1 circuits (LD and Local / 800)
- Activity included capturing or gaining control (‘resporg’ process) of toll-free numbers from new clients to any of our three carrier / providers
- All change requests for toll free numbers and circuit orders were my responsibility
- Created all project plans for new clients detailing all phases of the application life cycle and production rollout
- Contact Automation, LLC is a privately held company that provides hosted IVR services
- Contact Automation was created by three business partners from its initial conception to its current viability as a company
Project Manager – Integrated Systems Division
Premiere Technologies / Voicecom
10.1999 - 02.2004
- Responsible for managing and implementing IVR applications for wholesale and retail divisions (Bank of America, Fleet Bank, Coca-Cola, etc.) including delegating project plans to operations, wholesale/retail developers, scripts for voice talent, and assisted in project pricing to ensure a profitable business model for the department
- Managed daily, weekly and quarterly releases for Bank of America
- Worked directly with our Development Manager and his development team to implement aggressive and mission critical modifications and enhancements to Bank of America’s Telephone Banking Platform
- Assisted with the monthly billing invoice for Bank of America
- Project lead for transitioning Fleet Bank’s ATM Locator application from a touch-tone application to a speech-enabled application
- Responsible for managing the entire voice recognition project and co-writing the IVR voice script
- The Fleet Bank account increased from a $5,000.00 / month account into a $25,000.00 / month account
- Managed the project process for our ‘Retail’ IVR accounts
Contact Center Team Leader / Supervisor – Sales Division
05.1997 - 10.1999
- Supervised daily operations in a high-volume call center including managing and motivating a team of up to 20, total floor supervision, training, scheduling, time sheets, annual evaluations, customer services, and problem resolution
- Managed the scheduling for Sales Division (FT/PT) in a 24/7 environment achieving an abandoned rate of less than 8% on a monthly basis
- Created and implemented commission plans for Sales Division that was sales driven and within department budget guidelines
- Trained personnel on all new products in Sales Division resulting in generating new revenues and increasing closing ratios
Contact Center - Customer Service / Sales Representative
01.1997 - 05.1997
- Handled customer service calls for numerous strategic accounts for Premiere, and generated sales via incoming calls for our World-link calling card product as well
Sales Consultant / Customer Service
Morris Home Furnishings
01.1994 - 01.1996
- Retail Furniture Sales
Mortgage Broker
AABCO Mortgage
01.1988 - 01.1993
Assistant to Business Affairs Attorney (Cable TV)
William Morris Agency
01.1988 - 01.1993
Airport driver to LAX / Bellman / Sold tours / Concierge
Marriott Hotels and Resorts
01.1988 - 01.1993
Education
B.S. - Telecommunication
University of Florida
Gainesville, Florida12-1987
Skills
- Working knowledge of Microsoft Office
- Microsoft Project
Hobbies and Interests
- Investing in the Financial Markets
- Real estate
References
Personal and professional available upon request
Timeline
Director of Professional Services
Contact Automation
02.2004 - 01.2013
Project Manager – Integrated Systems Division
Premiere Technologies / Voicecom
10.1999 - 02.2004
Contact Center Team Leader / Supervisor – Sales Division
05.1997 - 10.1999
Contact Center - Customer Service / Sales Representative
01.1997 - 05.1997
Sales Consultant / Customer Service
Morris Home Furnishings
01.1994 - 01.1996
Mortgage Broker
AABCO Mortgage
01.1988 - 01.1993
Assistant to Business Affairs Attorney (Cable TV)
William Morris Agency
01.1988 - 01.1993
Airport driver to LAX / Bellman / Sold tours / Concierge
Marriott Hotels and Resorts
01.1988 - 01.1993
B.S. - Telecommunication
University of Florida
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