Patrick Irwin
BLUECREST
25
years of professional experience
Results-oriented Team Leader with extensive experience in high-volume production operations. Skilled in managing teams to exceed performance goals and adapt to changing client needs. Utilizes clear communication to align team efforts and drive optimal outcomes.
Work History
Area Service Manager
8 Years- Directed a team of 41 direct reports, overseeing contractual obligations exceeding $11 million.
- Led service teams to enhance customer satisfaction and operational efficiency.
- Conduct monthly performance reviews with clients to strengthen relationships and identify opportunities for improvement
- Mentored employees to foster a culture of continuous improvement and professional growth.
- Conduct regular field audits to ensure compliance with company standards and best practices.
- Engaged with sales and service teams to strategically identify and capitalize on potential revenue growth avenues.
- Coordinated training schedules for technicians to enable teams' flexibility with supporting clients
- Achieved timely resolution of customer complaints by actively listening to concerns and taking appropriate action.
- Optimized inventory processes to reduce costs while maintaining readiness for critical repair needs.
- Reduced downtime by implementing preventive maintenance procedures and schedules.
Customer Service Supervisor
6 Years 6 Months- Managed 30 direct reports supporting multiple major onsite client accounts.
- Maintained a profitable P&L while overseeing more than $6 million in annual EMA contracts.
- Developed and implemented cross-training programs that increased workforce flexibility, reduced overtime costs, and improved client support coverage.
- Achieved high customer satisfaction and employee engagement scores
- Streamlined communication processes between teams
- Implemented performance reports to assess team effectiveness and identify areas for improvement.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Onsite Technician
2 Years 3 Months- Provided onsite maintenance to support client with meeting SLA's
- Performed preventive maintenance to maximize equipment reliability and minimize client downtime.
- Managed onsite parts inventory to ensure equipment availability and reduce service delays.
Process Engineering Supervisor/ Operator
6 Years 8 Months- Led 3rd shift production team, assigning daily tasks to meet production schedule
- Assisted with shift scheduling to reduce OT while meeting production schedule
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Assisted with training new operators, sharing knowledge of best practices
Floor Manager / Stock Trader
8 Months- Managed team of 10 employees
- Oversaw daily operations, enhancing client satisfaction through effective conflict resolution
- Mentored new staff to enhance service quality and operational consistency
Skills
Customer service
Service delivery
Relationship management
Collaboration
Workforce planning
Problem-solving
Time management
Adaptability
Self-motivation
Reliability
Teamwork
Team collaboration
Timeline
Area Service Manager
BLUECREST
08.2018 - CurrentRead More
Customer Service Supervisor
Pitney Bowes
02.2012 - 08.2018Read More
Onsite Technician
Pitney Bowes
11.2009 - 02.2012Read More
Process Engineering Supervisor/ Operator
DuPont - Marshall Laboratory
12.2002 - 08.2009Read More
Floor Manager / Stock Trader
Preferred Technology
09.2001 - 05.2002Read More