Patty Hill

Experience

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  Chorus Multichannel

  Jan 2001 - Jan 2002

  Collections Representative

  o Provided excellent customer service to cable subscribers with past-due accounts and/or billing inquiries. o Achieved top collections numbers for the team for three consecutive months.o Tactfully deescalated and resolved problems with difficult customers.

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  MBNA Ireland/Bank of America

  Jul 2002 - Dec 2011

  Promoted 2004-2011• Trained associates on debt recovery call taking for credit card and loan accounts.• Coached and supported collections associates monthly to improve and increase productivity in call quality, assertiveness and talk time. Training had a measured impact of 91% vs 85% on associate performance using assessment results on evaluation scores, reduction of customer complaints and improved department call quality.• Facilitated corporate level initiatives on letter writing, coaching skills, and leadership skills for all business lines.• Developed, designed and delivered material to meet department needs. Training sessions included negotiation skills, exceeding customer experiences, and back to basics collection skills.• Achieved evaluation scores averaging 92% vs target of 80%. Show less

  • Corporate Trainer

    Apr 2004 - Dec 2011

  • Account Collections Associate

    Jul 2002 - Apr 2004
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  Virgin Media Ireland

  Jul 2012 - Apr 2019

  Sales and Soft Skills Trainer

  • Construct and present blended training programmes for Induction, Soft Skills, Technical, Systems, Personal Development and Management Development to support high levels of customer experience via phone, web chat, social media and written communication channels.• Design and deliver mainstream training for all new hires and proactively assist with the development of new agents to achieve success and advance in their careers.• Project manage, create and instruct new training documentation and work instructions to support new products/offers/processes to improve company goals of growing business, customer and people.• Achieve high evaluation scores averaging 90% vs target of 85%.• Work with onshore and offshore 3rd party providers, including trainer certification, train the trainers, and quality calibration.• Use blended training methods to deliver material to support different learning needs; including facilitator led training, eLearning, knowledgebase learning and gamification. Show less

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  Northern Trust Corporation

  Apr 2019 - now

  • Program Manager for Professional Development on the Enterprise Learning and Development team within Talent Management. Manages the Northern Trust global programs for new partner onboarding, mentoring and career development.• Main responsibilities include developing, implementing and administering Global Talent Management programs while ensuring the solutions are globally relevant and consistent. Consult, conduct needs analyses, and formulate recommendations to gain buy in from key stakeholders. • Member of the Ireland Empower Mentoring committee and has managed various mentoring programs in EMEA. Supports creating DE&I, BU and region specific mentoring programs.• In 2021, received a Northern Trust Chairman's Award for her work on the Ireland WIL Lean In Circles Mentoring Program. Show less

  • Program Manager, Talent Management

    Apr 2019 - now

  • Senior Consultant

    Apr 2019 - now