Patrick Martin

Experience

• 

  American Skandia, a Prudential Financial Co.

  Jan 1994 - Jan 2002

  Manager, Call Center Supervision, Team Coordinator

  • Led cross-functional teams in delivering annuity sales and service support to brokers, back-office support, wholesalers, and account holders. • Selected to lead the transition of customer service functions to new facility launching in Colorado.

• 

  Jackson National Life

  Jan 2003 - Jan 2009

  Operations Manager

  Key contract for a portfolio of high-priority clients; managed relationships and ensured all needs were identified and met. Led international initiatives to improve productivity. Developed staff training to enhance high-quality output. • Represented Operations for a 12-month project to build a team and utilize staffing resources in India to process customer transactions.o Identified and defined the work to be assigned to the group.o Created headcount projections, and facilitated staff training to achieve 100% of production goals.o Achieved a reduction of time spent on backlog items from 30 days to a 3-day turnaround and maintained over 95% in quality. Show less

• 

  TIAA

  Jan 2010 - now

  Manage the planning and execution of full lifecycle projects that enhance operations and drive efficiencies within a 700-seat, 24/7 national contact center (NCC). Oversee cross-functional programs that elevate the effectiveness of inbound call processes. Review trends and data to identify best practices, mitigate customer issues, and implement solutions to reduce non-value-adding activities.• Generated over $100K in complaint avoidance savings within 18 months by leading a cross-functional team in efforts that reduced enterprise complaints. Conducted a deep-dive analysis of trends and insights, identified root cause, created functional working groups, reduced coding issues, and implemented integrated solutions.• Spearheaded business unit project to redefine inbound phone consultant time utilization and reduce average handle time (AHT) generating a savings of 10 FTE’s ($1M); created and implemented new metrics to integrate into performance scorecards and partnered with business leaders to review trends, implement new processes, and reduce wasteful activities.• Directed “Green Belt Candidate and Coaching” program that certified over 30 Green Belt candidates, across 17 projects, and advanced the skills of Green Belt Coaches in under 2 years attaining $5M+ in cumulative benefits.• Reduced duplicate work and improved operational efficiencies across Escalated Call business group; redefined scope of work and minimized call time went from 8 to 2 days within 8 weeks. Merged multiple service groups to reduce amount of activity per ticket creating additional headcount savings; 32 to 28 employees.• Acquired Six Sigma Green Belt certification and realized over $100K in benefits through the execution of a project that enhanced the utilization of digital forms. Show less Led cross-functional team in driving operational effectiveness across end-to-end practices. Led certification renewal processes and liaised with external partners across 3 sites and multiple processing groups. • Directed local and offshore team in achieving over 98% effectiveness while meeting all established, and required, turnaround times for completed transactions. • Managed team efforts in successfully transitioning to a new leadership team and style of management; led change efforts, forged relationships, and created a foundation of trust to maintain high levels of productivity.• Led the “Recordkeeping Industry Certification” renewal process by presenting the end-to-end withdrawal process to the external examiner of ASPPA (American Society of Pension Professionals and Actuaries).• Recognized as Primary Lead within Lump Sum Operations business group; maintained open communications across end-to-end processing groups and organizational leadership across multiple sites. Show less Oversaw the planning and completion of various projects, customer outreaches, and de-escalation of post-implementation issues across a national call center environment. Created new processes to enhance call center operations and support the successful transition of new hires from training to production. • Recognized as “Point Team Leader” for the University of Rochester overseeing benefits process, multiple back-office projects, and development of solutions following implementation.• Developed and integrated innovative procedures to accommodate mutual fund transfers of foreign address participants through collaborative efforts with multiple enterprise stakeholders to meet all legal regulations. • Acted as a new hire mentor to enable a successful transition from classroom training to application. Show less

  • Sr. Consultant, Continuous Improvement, National Contact Center

    Jan 2015 - now

  • Operations Manager, Lump Sum

    Jan 2013 - Jan 2015

  • Consultant, National Contact Center

    Jan 2010 - Jan 2013