Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Hobbies and Interests
References
Timeline
Generic
Patrick Kocon

Patrick Kocon

Fairview Park

Summary

Results-driven Senior Manager with proven success in leading global project teams and optimizing contact center operations. Expertise in strategic planning, relationship management, and CRM systems, delivering impactful projects that align with organizational goals.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Senior Manager

BCD Travel
01.2023 - Current
  • Led global team of project managers to deliver successful contact center initiatives.
  • Oversaw daily project management activities, ensuring alignment with strategic goals.
  • Conducted quarterly and annual performance assessments of direct reports.

All Positions listed

BCD Travel
02.1999 - Current
  • Travel Consultant February 1999- July 2001
  • Team Leader July 2001-January 2003
  • Operations Supervisor January 2003- January 2008
  • Training Specialist January 2008- April 2010
  • Manager Contact Center Consulting April 2010- June 2021
  • Senior Implementation Manager, July 2021 – July 2022.
  • Global Project Manager, July 2022- December 2022
  • Senior Manager, January 2023- Present

Global Project Manager

BCD Travel
07.2022 - 12.2022
  • Led global cross-functional teams to deliver complex projects on time.
  • Facilitated communication between teams to address project challenges effectively.
  • Developed comprehensive project plans to ensure alignment with stakeholders.
  • Managed stakeholder expectations through regular updates and feedback sessions.

Senior Implementation Manager

BCD Travel
07.2021 - 07.2022
  • Responsible for implementing Chat Media within the Contact Center for existing & new customers

Manager

BCD Travel
04.2010 - 06.2021
  • Project & Consulting Manager for contact center technology deployments, operational contact center optimizations, new customer implementations, and post project analysis utilizing KPI data
  • Experience with Genesys Contact Center Platform & Realtime Tools
  • Creating & maintaining content for internal websites with contact center principles, disaster recovery planning, self-service information, and standard operating procedure process flows
  • Design strategic media routing strategies (Voice, Email, Chat) to ensure a quality customer experience & meet contracted client service level agreements
  • Troubleshooting day to day operational tasks associated with Genesys Media ( Voice, Email, Chat)

Education

Travel School -

Traveline School of Travel
01.1999

Skills

  • Relationship management
  • Consulting expertise
  • Project management
  • Strategic planning
  • People leadership
  • CRM systems ( Peoplesoft, Service Desk Plus, OneTouch, Salesforce)
  • Genesys contact center platform proficiency
  • Global project execution
  • Contact center technologies
  • Contact center design
  • Workforce optimization
  • Disaster recovery strategies
  • Training and development
  • Change management
  • Travel operations

Websites

Certification

  • BCD Travel Americas Challenge Leadership Program, 01/01/18, 05/31/18, 16 week leadership course
  • ICMI Contact Center Management Program, 10/01/11, 10/31/11, Training on contact center fundamentals

Accomplishments

  • BCD Travel Circle of Excellence Award Winner, 01/01/14, 12/31/14, Top level employee recognition award in company
  • Ireland Familiarization Trip, 12/01/07, 12/31/07, Led a team of 10 colleagues to inspect & review hotel & airline vendors in Dublin and Cork Ireland
  • Master of Ceremonies at BCD Award Banquet, 07/01/07, 07/31/07, Achievements/Tasks

Hobbies and Interests

  • New Technology
  • Golf
  • Volunteering at local animal shelter

References

References available upon request.

Timeline

Senior Manager

BCD Travel
01.2023 - Current

Global Project Manager

BCD Travel
07.2022 - 12.2022

Senior Implementation Manager

BCD Travel
07.2021 - 07.2022

Manager

BCD Travel
04.2010 - 06.2021

All Positions listed

BCD Travel
02.1999 - Current

Travel School -

Traveline School of Travel

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