Years of experience: 19
United StatesCustomer Success ManagerCustomer Service
Trust Score
Exceptionally trusted; proven professional excellence.
Patrick's Career Path
Oct. 2022 -Present
Dell TechnologiesSr Manager, ISG Global Demand/Supply Planning | Escalation & Exception Management
Franklin, Massachusetts, United States• Global Team Leader of 10 direct reports, managing 24/7/365 Service Parts Exceptions and related Escalation management for Dell’s ProSupport Plus mission-critical Customers on an international scale. • Manage Outsourced Labor Vendor (Capgemini) for ~15 years. Responsible for strategy & process oversight of a 7x24x365 parts dispatch exception management team of ~35+ based in Noida, India. Inc...
Dec. 2018 -Sep. 2022
Dell TechnologiesManager, Logistics Escalation Team | HES Demand Supply Planning & Escalation Mgmt
Franklin, Massachusetts, United States• Americas Team Leader of 10 direct reports based in Franklin MA, managing 24/7/365 Americas Service Parts Exceptions and Escalation management including support for US Federal customers. • Enhanced customer satisfaction by resolving high-priority escalations and maintaining service-level agreements (SLA). • Supported team through various organizational challenges, system transitions, in a ra...
Jul. 2014 -Dec. 2018
Dell TechnologiesBusiness Process Manager | Logistics Support Group AMER | EMC Customer Services
Franklin, Massachusetts, United States• Designed business process improvements for service logistics in the Americas, reducing costs and enhancing efficiency. • Collaborated with teams to streamline logistics support exception management, driving customer satisfaction • Implemented Salesforce.com Queue Management Tool and related tools, processes, supporting the Americas Logistics Support Group • Supported transition management d...