Over the course of a 20+ year career servicing contact centres, Patricia has developed extensive experience in all aspects of Customer Experience delivery from telecommunications to financial services.
Patricia excels in the strategic planning and service delivery of front and back office customer service channels. Working with companies undergoing significant growth and change, Patricia helps achieve a top tier client experience by aligning departmental strategies with company business objectives. She also works with organizations to improve customer satisfaction, client retention, business process improvement, improved touch points across the customer lifecycle and effective cost reduction initiatives with measurable results. She has negotiated and managed 3rd party (BPO) Business Process Outsourcing service arrangements.
A relationship builder, Patricia works with customer service operations to increase their capability to manage change, with a keen focus on improving performance through employee engagement