Nicole Patrick

Experience

• 

  AT&T

  Aug 1998 - Aug 2023

  Managing and supporting projects to measure and improve customer'sexperience with AT&T• Creating customer experience measurement programs, analyzing data,and developing recommendations for improvements in people, process,culture, and technology.• Collaborated with cross-functional teams to drive process improvements,resulting in increased productivity and streamlined workflows.• Continuously monitored industry trends and emerging technologies, proactively identifying opportunities for innovation within the organizations analytic practices. Show less Developed global business partners/vendors to successfullypromote and sell their wireline/wireless solution/application• Managing external complex business reviews with senior clients• Accountable for achievement and alignment of of vendor KPIs• Identify and drive continuous improvement and innovation toimprove service, save cost and drive perception• Articulated value proposition to assigned territory partners to maintain andincrease share of partner business.• Accountable for proper staffing, budgets, and revenue while ensuringcontract requirements are met• Managed launch of new programs and partner sites• Quarterly site visits with local leadership teams and host client meetingsremote auditing Show less Managed several areas of customer service including retention, fraud,billing, credit, collections, activations, troubleshooting, equipmentprovisioning, revenue management, technical support, data support, androaming.• Managed team schedules, balancing workloads to optimize staff coverageduring peak hours.• Enhanced communication skills within the team through training sessionsand role-playing exercises.• Developed and implemented training programs for new hires, resulting infaster onboarding and higher retention rates.• Promoted a positive work environment by recognizing outstanding staff achievements regularly Resolved escalated customer complaints calmly and professionally, maintaining high levels of satisfaction among clients despite challenging situations.• Led a team of customer service representatives for increased productivity and overall efficiency.• Defined clear targets and objectives and communicated to other team members. Show less Assists external customers with routine requests, questions, and concernsregarding their service through research and resolution.• Managed high-stress situations effectively, maintaining professionalismunder pressure while resolving disputes or conflicts.• Resolved customer complaints with empathy, resulting in increased loyaltyand repeat business.• Handled escalated calls efficiently, finding satisfactory resolutions for bothcustomers and the company alike.• Responded to customer requests for products, services, and companyinformation.• Developed strong product knowledge to provide informedrecommendations based on individual customer needs.• Developed rapport with customers through active listening skills, leading tohigher retention rates and positive feedback from clients.• Collaborated with team members to develop best practices for consistentcustomer service delivery.• Fostered positive customer service culture within team which led to highercustomer satisfaction rates. Show less

  • Senior Marketing Research & Analyst Manager

    Jun 2021 - Aug 2023

  • Global Account Manager

    Jul 2019 - Jun 2021

  • Customer Service Area Manager

    Jan 2009 - Jul 2019

  • Customer Service Team Manager

    Feb 2003 - Jan 2009

  • Customer Service Representative

    Aug 1998 - Feb 2003