Patrick N. Hanks
Georgetown,TX
Summary
Analytical and results-oriented leader with progressive career history in Financial Services and Technology. Collaborative and motivating with significant experience managing, supervising and directing large teams of internal and remote personnel, including contractors. Dedicated and motivational leader with strong work ethic and excellent problem-solving and troubleshooting skills. Advanced project management, team building and customer service skills, with track record of driving continuous process and performance improvement. Experience stepping into roles and quickly making positive changes to drive company success.
Overview
29
29
years of professional experience
2
2
years of post-secondary education
Work History
Director, Transformation and Business Enablement
Dell Technologies
Round Rock, TX
11.2023 - Current
- Lead global team of process engineers, product managers, and developers in identifying, evaluating, and delivering Automation and AI solutions in support of business efficiency and sales goals.
- Drive internal business engagement to educate team members on identifying and scoping business opportunities for Automation and AI interventions.
- Oversee day-to-day operations of Financial Services contact center for small business customers, managing to industry-recognized metrics and customer experience goals.
- Support team members in achieving their career objectives by offering coaching, direction, and promoting a healthy work-life balance as well as continuous professional growth.
- Deliver measurable outcomes by setting ambitious annual performance targets and closely monitoring team's achievements.
- Collaborate with senior leadership to build roadmap of projects in support of financial objectives.
Sr. Manager - PMO / Transformation Office
Dell Technologies
Round Rock, TX
01.2009 - 11.2023
- Led a team of business project and product managers, overseeing a large portfolio of projects that involved improving business processes, ensuring financial compliance, and implementing new technologies.
- Implemented and continuously evaluated new project governance guidelines using proven methodologies such as PMI, Six Sigma, and PM3. This resulted in improved business outcomes and greater execution success.
- Interviewed, evaluated, and hired staff with objective of fielding a skilled, diverse, and capable team
- Set goals and priorities for staff based on business needs and individual growth objectives.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Enhanced development and drive continuous improvement of project delivery processes by providing strong program leadership.
- Produced thorough, accurate and timely reports of project activities and portfolio performance for discussion with business leaders and executive
Sr. Project Manager
Dell Technologies
Round Rock, TX
01.2007 - 01.2009
- Managed large-to-extra large business and IT-oriented projects focused on back-office operational and cost efficiency.
- Outlined work plans, assessed resources and determined timelines for projects.
- Assessed project risks and devised mitigation strategies to avoid potential roadblocks.
- Executed against approved change management processes when necessary to adjust program timelines according to updated business priorities.
- Devised implementation plans and performed cost-benefit and ROI analyses.
- Produced thorough, accurate and timely reports of project activities.
Sr. Operations Manager
Dell Financial Services, L.P
Round Rock, TX
01.2002 - 01.2007
- Customer Service call center, correspondence, and self-service technology for 500+ seats covering 6 global and domestic sites. (India, Philippines, US)
- Vendor/Partner management, including RFP/RFI execution, contract negotiations, start-up, and ongoing performance management.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Developed quality assurance standards and established targets for all staff.
- Set and managed performance benchmarks for call center employees.
- Reviewed and approved staffing recommendations based on capacity planning and forecasting outputs.
- Analyzed business performance data and forecasted business results for upper management.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Quality & Training Manager
Dell Financial Services, L.P
Round Rock, TX
01.2000 - 01.2002
Operations Supervisor
Dell Financial Services L.P
Round Rock, TX
01.1998 - 01.2002
Operations Supervisor
First USA/Bank One
Austin, TX
01.1996 - 01.1998
Skills
- Automation and AI Leadership
- Industries: Financial Services, Consumer Credit, Equipment Leasing, Credit Cards
- Operational Functions: Back-office Operations, Customer Care, Automated Self-Service, Technology
- Vendor/Partner Relationships, Contract negotiations, Vendor Performance Management
- Business and IT change management
- Cross-Functional Team Leadership
- Influencing and Negotiating
- Project Planning
- Team Building
- Verbal and Written Communication
- Teamwork and Collaboration
- Calm Under Pressure
- Process Improvement
- Technical Proficiency
Accomplishments
- Two major online self-service site upgrades, (2010 and 2018) including redesign, introduction of new features and expansion of existing features. Business owner/Product owner for both upgrades, resulting in 50% customer call reduction to service center.
- Drove expanded systems integration with IVR to enhance functionality increasing utilization to industry-benchmark of 70+%.
- Netted over $1MM in annualized opex savings through RFP, vendor negotiation, and implementation of both DFS’ back-end print services and electronic payment providers.
- Led compliance/regulatory improvements within the org that resulted in 75% reduction in MAPs over 9-month period.
- Led development of new customer service consolidated desktop application with annualized savings of $3MM.
- Successfully executed multiple phases of online billing optimization, driving enrollment in consumer space from 12% to 35% over 18 months, resulting in annualized opex reduction of $1.1MM.
- Delivered address effectiveness project that resulted in 75% reduction in returned mail over six-month window.
- Oversaw 400% growth in seats over 3-year period.
- Implemented Customer Experience measurement tool to enhance measurement of vendor site performance.
- Negotiated pricing reductions at largest site, resulting in $600k in annualized savings.
- Drove 100% YOY improvement in Customer Experience scores, resulting in increased customer re-utilization of 15%.
- Championed process improvement initiatives that drove contact rate down by 20% YOY.
- Directed implementation of 10 lines of business at 5 sites over a 5 years period.
Education
Associate of Arts - General Studies
Brigham Young University - Idaho
Rexburg, ID 1990.09 - 1992.04
Timeline
Director, Transformation and Business Enablement
Dell Technologies
11.2023 - Current
Sr. Manager - PMO / Transformation Office
Dell Technologies
01.2009 - 11.2023
Sr. Project Manager
Dell Technologies
01.2007 - 01.2009
Sr. Operations Manager
Dell Financial Services, L.P
01.2002 - 01.2007
Quality & Training Manager
Dell Financial Services, L.P
01.2000 - 01.2002
Operations Supervisor
Dell Financial Services L.P
01.1998 - 01.2002
Operations Supervisor
First USA/Bank One
01.1996 - 01.1998
Associate of Arts - General Studies
Brigham Young University - Idaho
1990.09 - 1992.04