Patrick R. Williamson

Experience

• 

  McDonald's

  Jul 2013 - Jun 2016

  Manager

  * Shift Management.* Hiring, training, and development of new employees.* Meet hourly and daily volume goals.* Assistant to the People Department Manager.* Resolve service issues, or customer inquiries.* Review and distribute daily reports to upper management.

• 

  The Hanover Insurance Group

  Jun 2016 - Feb 2018

  Licensed Insurance Service Professional (Personal Lines)

  * Assist customer inquiries via call, chat, or ticketing system.* Coverage, and policy review.* Handle billing inquiries and payments.* Up sell and cross sell to increase customer packages.

• 

  Brainshark

  Aug 2019 - Aug 2022

  * Expert in the Brainshark products and solutions.* Supervise new hire training program.* Provide the Customer Support Manager with volume and productivity trends.* Monitor the all Zendesk ticket views* Provide mentorship for the Customer Support Representative team* Act as the primary resource for Customer Support Representatives.* Identify department inefficiencies and provide improvement suggestion to management .* Assist management on projects and initiatives.* Act as a liaison between Support and other departments.* Monitor phone and chat queues to ensure continuous coverage. Show less

  • Senior Team Lead

    Aug 2022 - Aug 2022

  • Support Team Lead

    Apr 2022 - Aug 2022

  • Senior Customer Support Representative

    Apr 2022 - Apr 2022

  • Customer Support Representative

    Jul 2020 - Apr 2022

  • Associate Customer Support Representative

    Aug 2019 - Jul 2020
• 

  Bigtincan

  Aug 2022 - now

  Tier I Support Manager

  Brainshark - A Bigtincan Company