Patrick Gabriel

Experience

• 

  JPMorgan Chase & Co.

  Nov 1997 - Jul 2002

  .* Created action plans for sales representatives on a one on one basis, this increased quality assurance in the sales group from 70% to 86% in last quarter of 2001. * Communicated sales results and coached staff on successful marketing efforts to commercial and small business clients. Through relationship selling, achieved target goals regarding business and personal solutions. * Conducted compliance and quality assurance meetings regularly, resulting in regulatory policy adherence. Updated team on HR updates and oversee employee relations as per JP Morgan Chase human resource policy’s. Coordinated with other bank departments in analyzing customer service issues and added strategic product information. Show less * Developed and executed consultative marketing communications plans for clients to maximize the adoption rates and renewal of services for 100% of the business client base.* Managed the inside sales cycle selling small business loans and lines of credit to business and personal customers resulting in booked loans totaling over $720,000 monthly. * With effective listening, maintained clients with retention efforts on accounts and furnished solutions to complex issues via premium customer service interaction. Show less

  • Small Business Assistant Team Leader

    Mar 2000 - Jul 2002

  • Small Business Relationship Representative

    Nov 1997 - Mar 2000
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  Cenlar FSB

  Feb 2003 - Oct 2004

  Mortgage Account Specialist

  * Achieved a daily phone quality assurance average of 98% and was awarded the Cenlar Bravo Award for outstanding customer service. * Answered 60-85 calls, on a daily basis, providing mortgage clients information on real-estate tax, insurance, and rates. * Cross sold account drafting service to clients exceeding monthly goal total for July, August, and November of 2004. Conducted extensive research on accounts to provide problem resolution and follow up.

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  Albridge, an Affiliate of Pershing

  Oct 2004 - Apr 2007

  Financial Client Service Representative

  * Managed relationships with financial institutions and financial advisory clients to resolve complex account related issues. Identified the cross-selling opportunities of The Albridge wealth reporting and web services to financial advisors. Conducted negotiations on contract renewals and increased revenue by 35% quarter 4 of 2006. * Maintains relationships with broker-dealers and or financial products companies on service pack upgrade information as well as aiding in client web registrations. Created customer experience reports for client satisfaction and improvement to customer service.* Answered to multiple priority tasks and follow up via phone, fax, and e-mail. Show less

• 

  Bank of America

  Apr 2007 - Sept 2010

  Assistant Branch Manager

  * Increased branch sales through marketing plans, phone campaigns, and shows.* Instrumental in the income and revenue growth of 38% via relationship consulting to business and consumer clients of the bank. * Maximized customer delight with service that provided the branch with a client services excellence score of 85% for the past three months and running. * Coached and reviewed banking center compliance, BSA, and security daily with branch staff. This resulted in minimizing risk for the bank, clients and my staff members. Ensured the Bank Securities Act / AML Compliance Program and audit/compliance procedures of the center were followed. By utilizing ChexSystem and AML tools fraud exposure was reduced by 100%. Coached and produced reports on employee recognition, productivity and customer retention. Responsible for employee relations and minimized conflict issues. Show less

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  JPMorgan Chase & Co.

  Nov 2011 - Mar 2013

  * Increased branch target revenue by proactively executing branch marketing sales plans. Responsible for providing support related to branch operational activities and financial services which aided in exceeding target goals. * Processes all new account transactions; assisting customers with Notary Public request, their selection of various accounts via financial services and cross-selling the bank's products and services with consultative selling relations. * Organized 100% retention efforts of all account types for successful client loyalty and reduction of bank revenue loss cost! Constantly on call, throughout the day, to provide direct client support and research on complex customer issues via direct contact with banking partners and other bank departments. * Achieved an overall customer satisfaction score of 82% for the 1st quarter in 2012 by spearheading a superior level of customer service relations. * Administered and prioritized the sales and service culture through coaching, guidance and staff motivation. Led in the assisting of the administration and oversee daily branch operations procedures, including compliance, lending, and mortgage, banking product sales and handling customer service issue escalations. Show less

  • Relationship Banker II

    May 2012 - Mar 2013

  • Assistant Branch Manager

    Nov 2011 - May 2012
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  U.S. Bank

  Mar 2013 - Oct 2013

  Personal Banker

  * Utilized financial skills in handling personal and business loan bookings, the sale of checking accounts, savings accounts, credit cards and other financial services products daily. Exceeded quarterly target sales plans goals by 135% 2nd quarter of 2013 by proactively deepening relationships with clients.* Expert in delivering excellent customer service and total satisfaction through execution of weekly tracking. With complete focus on work efficiencies and customer experiences improvement; client loyalty surveys showed a personal performance scorecard of 100% for the current month to date. * Build and foster customer relations that promoted goodwill, and generated repeat/referral business to unit partners. Focused on major contributors to the branch’s profit growth with marketing strategy and training! Increased skills by attending monthly updated conference calls, operations, and sales meetings! Show less

• 

  Xerox

  Apr 2014 - Sept 2017

  * Monitor call center performance and coach CSR teams on achieving daily SLA's. Track trends, attendance and quality assurance for the call center group. * Created an employee action plan procedure, which improved performance and evaluations of Xerox phone representatives. Direct quality assurance team members to use quality monitoring data management systems for compiling and tracking performances.* Provide feedback to the team leader, QA analysts, and managers about the process and performance gaps. Facilitate call calibration sessions for the organization staffs.* Prepare reports and analyze internal and external quality reports and procedures. Actively participate in designing the call monitoring formats and suitable quality standards. * Work with the site management team to perform call monitoring and provide trend data. Communicated with HR on employee relations and investigations to minimize company risk and to improve employee moral. Show less * Support routine activities of a functional area to ensure that business solutions objectives are met. Identifies and reports on areas which are not within established guidelines.* Gather and enters quality assurance information in accordance with established procedures to ensure quality client service. Produce reports necessary to indicate areas of improvement. Identifies and escalates accordingly to department supervisors and manager. Coordinate moderately complex tasks for functional team processes and procedures * Researches basic errors or issues and assist in performing administrative responsibilities such as entering information into databases and producing statistical reports. Used Six Sigma theory for process improvements to the quality assurance program.* Monitors agent calling and scores representatives on key competencies to include telephone technique/etiquette, product/service knowledge and overall customer service accordance with client requirements. Enter the information of account specific service issues and distributes prioritized work requests. Show less

  • Customer Care QA Supervisor

    Mar 2015 - Sept 2017

  • Senior Quality Assurance Specialist

    Apr 2014 - Mar 2015
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  One Call

  Sept 2017 - Feb 2019

  Operations Manager

  * Oversees one or more teams of associates, as well as floor supervisors, who handle inquiries and problems via the phone and/or email.* Monitors operations to ensure adherence to service level standards and company/department policies and procedures.* Create and monitor continuous improvement processes. Utilize Six Sigma for root cause analysis to streamline group operations. * Acts as an escalation point for resolving the most difficult customer issues. Conducted ongoing employee relations reviews, and interviews, to resolve employee concerns. This is also to uphold company policy, minimize risk to the organization, and I am in constant communication with Human Resources to concur and advise.* Communicates with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.* Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes. Handle employee relations and corresponds with HR. * Provides coaching and mentoring to associate, supervisors and team leads. Approves and implements streamlining opportunities and process improvements.* Tracks and reports operations center performance against objectives and goals (i.e. quality, call volume, customer satisfaction, etc.). Show less

• 

  DXC Technology- c/o Insight Global

  Apr 2020 - Sept 2020

  Call Center Manager

  • Monitored and managed operations to ensure adherence to service level standards, KPI’s, departmental /company policies and procedures. Oversee a team of 15+ representatives, 2 supervisors and a team leader.• Remove barriers and identify opportunities for continuous improvement (service, products, facility, systems, etc). Correspond with HR on employee relations and created Incentive recognition ideas for the teams improved moral.• Improved QA Audit process for work from home employees and approve employee performance via coaching and supervisory direction. Show less

• 

  DXC Technology

  Sept 2020 - Sept 2020

  Call Center Manager
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  Gainwell Technologies

  Oct 2020 - now

  Call Center Manager

  • Monitored and managed operations to ensure adherence to service level standards, KPI’s, departmental/company policies and procedures. Oversee a team of 32+ representatives, 2 supervisors and a team leader. • Elevated group SLA from 85% March 2021 to a steady 93% average from April 2021 to the present. Create and monitor continuous improvement processes. Utilize Six Sigma for root cause analysis to streamline group operations.• Remove barriers and identify opportunities for continuous improvement (service, products, facility, systems, etc). Correspond with HR on employee relations and created Incentive recognition ideas for the teams improved moral. Show less