Patrick Wilkes
Los Angeles,CA
Summary
Built large internal and external customer service teams both domestically and internationally Managed teams across a diverse set of industries including hospitality, legal, business products and the medical industry Experience with SalesForce, Microsoft Dynamic CRM, JIRA and Zendesk Developed training curriculums that helped increase employee retention and performance Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
Work History
ExperienceCustomer Success Manager
Fama
06.2022 - 09.2023
- Grew the Support Organization via an outsource model that drove $120K in savings
- Transitioned ~500 customers onto Fama platform following the acquisition of our competitor increasing revenue by $300K
- Overhauled Fama support process (Zendesk, Intercom, Documentation) to drive an NPS score of 9/10
- Collaborated with international partners to drive product quality and productivity resulting in 99.9% accuracy and turnaround time improvement.
Customer Service Manager
Betfred Sports
08.2021 - 05.2022
- Reduced onboarding time by 50% through development of a process document library and training program
- Led team though launch of 2 new states including Arizona and Louisiana which resulted in a 200% increase in our volumes with no impact on quality or our KPIs
- Drove more than $150K in incremental revenue by establishing a Preferred Player program to manage our most valuable players
Customer Service Manager
FragilePAK
12.2019 - 03.2020
- Laid off due to Covid-19
- Reduce turnover by 20% by developing quality assurance programs where each representative was measured against KPI’s and coached weekly
- Exceeded goal of answering 90% of all calls within 30 seconds and maintained abandonment rates of less than 2%
Home Delivery Manager
Wayfair
11.2017 - 12.2019
- Achieved on-time delivery of 95%, against company goal of 90%
- Maintained highest Net Promoter Score throughout Wayfair's Home Delivery network for two consecutive quarters
- Improved agent quality scores by more than 15% during first three months through call monitoring and coaching
Call Center and Partnership Manager
Thomson Reuters
12.2014 - 11.2017
- Managed outsourcing to a partner in the Philippines that resulted in annual savings of more than $250K
- Exceeded call center financial objective of more than 15 million in annual lead generation revenue
- The largest increase in revenue ever for the team
- Authored all P&P documents for the department and rolled out new training programs cutting onboarding time in half
Manager of Customer Care
09.2008 - 11.2014
Director of Client Services
07.2006 - 08.2008
Manager of Hotel Operations
Orbitz.com
04.2003 - 07.2006
Education
Bachelor of Arts - Theater Arts
University of Nevada, Las Vegas
Las VegasSkills
- Service Delivery Optimization
- Handling Escalations
- Talent Development
- Training and mentoring
- Project Management
- Call Center Operations
- Customer Retention
- Customer Relationship Management Software (CRM)
- Process improvement specialist
Accomplishments
Awarded employee of the quarter at TravelClick for my leadership during the rollout of Salesforce across the organization
Languages
Spanish
Professional Working
Timeline
ExperienceCustomer Success Manager
Fama
06.2022 - 09.2023
Customer Service Manager
Betfred Sports
08.2021 - 05.2022
Customer Service Manager
FragilePAK
12.2019 - 03.2020
Home Delivery Manager
Wayfair
11.2017 - 12.2019
Call Center and Partnership Manager
Thomson Reuters
12.2014 - 11.2017
Manager of Customer Care
09.2008 - 11.2014
Director of Client Services
07.2006 - 08.2008
Manager of Hotel Operations
Orbitz.com
04.2003 - 07.2006
Bachelor of Arts - Theater Arts
University of Nevada, Las Vegas
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