Patrick Osburn

Experience

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  Industrial Controls Associates

  Jan 1983 - May 1999

  Industrial Control Sales and Telemarketing/Call Center Sales Management

  Sixteen years outside sales management of industrial electronics and inside sales management of telemarketing advertising specialties.

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  Benchmark Industries, South Arkansas Regional Health Center

  Jul 1999 - Nov 2000

  Supervisor & Certified Case Manager

  Supervised and instructed developmentally disabled adults at their workstations and in the classroom inspecting parts

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  Geosearch Logging, Inc

  Nov 2000 - Jul 2001

  Supervisor/Mud Logger

  Supervised gas logging operations at well site. Monitored gas and described geological formations.

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  Cooper Standard Automotive

  Jul 2001 - Apr 2003

  Production Supervisor, Technical Facilitator

  Six Sigma Lean/Kaizen Manufacturing Certified Black Belt. Supervised 40 press operators, finishers and utility drivers, Facilitated the conventional molding of over 100 rubber molds, and operated conventional press for the manufacture and processing of rubber-molded automotive parts.

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  RAB Marketing

  Apr 2003 - Feb 2006

  Vacation and Leisure Consultant

  Assisted families and individuals in securing lifelong vacation opportunities.

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  West Asset Management

  Feb 2006 - Aug 2008

  Collections Manager/Collector

  Supervised collectors in Pre-Collect for Sprint PCS, Facilitated production in a team setting, coaching motivating and training over 20 collectors, Top producing team 11 of the last 15 months.

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  Harte Hanks

  Aug 2008 - Jul 2009

  Associate Operations Manager

  COPC Lean Six Sigma Yellow Belt Certified for Call Centers. Passed the test the first time around. Successfully administered and managed all business processes from Interviewing to training to nurturing 2- 6 supervisors, 4-12 leads and over 170 agents for the Team attainment of client satisfaction by continuously meeting or exceeding all required metrics such as Service Level, Average Handle Time, Adherence to schedule and Quality Assurance by inspecting what I expect and inspiring employees to reach their highest potential by holding them accountable. Reported daily, weekly and monthly to the Site Director on all Efficiency Metrics, Shrinkage, Perfect attendance, to name a few. Completed over 92 hours of personal development training including: Received highest grade in the class for COPC High Performance Management Techniques Training I & II for Call Centers, Texarkana College Team Building and Leadership Training and Feedback for Agents in One on One Training. Operations Manager for MLB.com. Over 10 years Call Center experience.Software Experience: MS Office - Excel, PowerPoint, Word, Publisher, and Windows XP. F.A.C.S., PeopleSoft, Kronos, Oracle, RightNow (RNT), IEX, NICE, SharePoint, CyberSource, CMS Truition, Lotus Notes, Ultipro Manager, Operations Data Warehouse (ODW) Workbook, and Putty. Show less

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  FIS - Fidelity Information Services

  Jun 2010 - Apr 2012

  Call Center Supervisor

  Responsible for the day-to-day operations of a group of employees in the call center. Plans, directs, interviews, supervises, coaches, and evaluates team performance to ensure customers are receiving a high level of service. Serves as an escalation point for resolving customer issues. Makes decisions regarding hiring, firing, disciplinary actions, and other personnel activities. Serves as the back up in the absence of the manager.Completed 100 Day Leadership Adventure. Designed Monthly Quality Assurance Worksheet for Agent’s One on One coachings. Served as the interm Department Manager, 3 Supervisors and 6 Team Leads all roled into one covering over 60 agents.Software experience: Navigator, Oracle, NICE, SharePoint, Kronos, AIM (Aspect), IEX TrueView, Excel, Skillport, Windows XP. Show less

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  Fidelity Information Services

  Apr 2012 - Mar 2013

  Operations Supervisor

  Responsible for the daily operations of processing functions and maintenance of the processing infrastructure. Ensures service level agreements are met in support of clients' and company's mission-critical business requirements.Manages the processing environment to protect the production systems critical to the success of the business.· Delivers an operations environment that meets all service level agreements (e.g., 24/7 availability, response time parameters, etc.) and availability targets.· Develops and recommends tactical and strategic plans for processing operations.· Selects, trains, develops and leads an efficient and effective processing team.· Identifies and recommends cost-saving and continuous improvement initiatives within the processing area.· Ensures all backup and recovery and disaster recovery processes will meet or exceed business requirements.· Develops and implements team standards and procedures that support departmental standards and procedures.· Develops and executes project plans, budgets, and schedules for documentation of work and results.· Develops, manages, and forecasts the budgets for the relevant cost centers.Evaluated as "Exceeding in all metrics". Show less

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  Arkansas Industrial Machinery

  Jun 2014 - Jul 2017

  Inside Sales

  Inside sales and applications.

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  Self-employed

  Jul 2017 - now

  President

  Head of maintenance and inventory