Rita Patterson
New Berlin,WI
Summary
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.
Currently manage the Helpdesk, learning coaches, and video conference engineers. Am responsible for setup of IAM, Cherwell development, Five9, and many other products. Am a member of the Technology Leadership Team.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Manager, Technology Support Center
Foley & Lardner LLP
11.2000 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Reduced call volume each year by automating and streamlining repetitive service requests.
Education
Office Education
Pulaski High School
Milwaukee, WISkills
- Policy Implementation
- Strategic Planning
- Budget Control
- Complex Problem-Solving
- Project Management
- Performance Evaluations
- Staff Training and Development
- Team Leadership
- Verbal and Written Communication
- Problem Solving
- Change Management
- Organizational Skills
- Process Improvement
- Emergency Response
- Managing Operations and Efficiency
- Employee Coaching and Mentoring
- Budget Administration
- Task Prioritization
Certification
HDI Support Center Manager certification.
HDI Support Center Director certification.
Timeline
Manager, Technology Support Center
Foley & Lardner LLP
11.2000 - Current
Office Education
Pulaski High School
HDI Support Center Manager certification.
HDI Support Center Director certification.
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