Hiking
Patrick Organ
Customer Service Manager
Brooklyn,NY
Nobody cares how much you know, until they know how much you care.
Theodore Roosevelt
Summary
My accomplished consultant, operations management, and analyst background drives organizational improvements by leveraging research and system enhancement expertise. Well-versed in collaborating with employees, sales, leadership, and business partners to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process, and resource optimization.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
Work History
Business Operations Analyst
MSI Health Solutions
Hicksville , NY
11.2022 - 06.2024
- Assisted in the development of long-term strategic plans, aligning company objectives with market trends and competitive landscape analyses
- Coordinated over 200 drivers to their designated platform to record their route
- Created and optimized records management strategies to coordinate and protect information
- Developed comprehensive reports to inform strategic decision-making for senior leadership
- Handled grievances and followed state regulatory requirements
- Handled new hire onboarding
- Implemented data-driven approaches to improve overall efficiency in day-to-day operations
- Managed cross-functional projects to ensure timely delivery of high-quality results
- Monitored service delivery metrics to detect and correct deficits in compliance with standard operating procedures
- Produced detailed and relevant reports for use in making business decisions.
Customer Service Manager
Landauer Medstar
Roslyn , NY
10.2009 - 11.2022
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans
- Directed team of customer service professionals, monitored work quality and motivated performance to meet strict targets
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner
- Improved communication flow between staff and leadership by creating memo forms and distribution lists
- Maintained customer satisfaction with professional management of complex escalated customer concerns
- Managed a team of 30 plus customer service representatives, fostering a positive work environment focused on teamwork and collaboration
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions
- Set staff schedules and delegated assignments in anticipation of expected demands
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Customer Service Lead
Praxair
Nyack , NY
06.2001 - 10.2009
- Achieved high-efficiency customer calls in a fast-paced call center environment
- Assessed and consulted with compliant prescription and supporting chart notes for various DMEPOS equipment
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Enhanced customer satisfaction with fast, knowledgeable service
- Established strong relationships with clients, leading to repeat business and positive feedback
- Handled customer inquiries, payments and service requests
- Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions
- Managed high call volume of 30-50 incoming calls, processed orders, insurance verifications, and pharmacy first dosing for nebulizer medications
- Reduced the held revenue by resolving compliance issues and proper documentation requirements
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Education
No Degree - Business
09.1995 - 06.1997
High School Diploma -
09.1993 - 06.1995
Skills
- Account Management
- Call Center Operations/Call Monitoring
- Complaint Resolution/Customer service
- DMEPOS Qualifications
- Excellent Communication
- ICD-10 and Prescription Requirements/Medical Products Knowledge and Operational functions
- Microsoft Office
- One Call Resolution
- Performance Management
- Project Management
- Quality Assurance
- Regulatory Compliance
- Report Preparation
- Staffing Coordination
- Team Leadership
- Technical Support
- Training and Mentoring
- Workforce Management
- Employee Evaluation
- Administrative Management
- Operational Improvements
- Continuous Improvement Process
- Team Meetings
- Customer Care
- Weekly Payroll
- Complex Problem-Solving
- Train Staff
- Analyze Data
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementStock Options / Equity / Profit SharingPersonal development programsFlexible work hoursHealthcare benefitsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Travel
Music
Art
Photography
Timeline
Business Operations Analyst - MSI Health Solutions
11.2022 - 06.2024
Customer Service Manager - Landauer Medstar
10.2009 - 11.2022
Customer Service Lead - Praxair
06.2001 - 10.2009
Orange County Community College - No Degree, Business
09.1995 - 06.1997
Newburgh Free Academy - High School Diploma,
09.1993 - 06.1995
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