Patrick Sencenich: in Santee, CA
Patrick Sencenich
Santee | United States
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Connection 2 Recovery
Operations Manager | 09/2016 - 06/2017
As Operations Manager, my responsibilities within the company were wide ranging, and, as the company was a start up, my responsibilities web beyond those of an Operations Manager.
- Vendor Management
Responsibilities to ensure quality delivery of contracted services including marketing services, web hosting services, telecommunications services, internet services. I worked closely with our vendors to provide the best results for the company.
- Certified Five Nine Administrator
Connection 2 Recovery utilized Five Nine for our internet Based Phone Services. I was responsible as the administrator of the phone system and managed call campaigns inbound and outbound. I built the system from scratch.
- Web Development
I took on the roll of Web Developer and build the web sites for the company, and our customers. Below is my portfolio:
http://ntmresources.com http://connection2recovery.com http://christianrehabnetwork.com http://sobrietyhelpline.com (landing Page) http://www.altustreatment.c
Alorica
Director Customer Service | 02/2010 - 02/2016
-My business unit was contracted by AT&T to perform service management duties for AT&Ts business customers
-As Director of account services my contributions and responsibilities included:
-50 Direct and indirect reports
-4 managers reported to me directly plus one executive escalation manager
-Teams included Maintenance service Managers, the Billing Department, and escalation managers
-Varying number of employees reporting to these managers
-Developed and implemented day to day missions and goals for the team to ensure all metrics are met and surpassed
-Created and presented reporting to my principal client on a regular basis
-Actively resolved customers executive level complaints, and concerns
-Created a Customer focused team tying department metrics into proactive customer contacts.
-Developed Staff and prepared each individual to meet their career goals
-95% of managers in the department were promoted from one of my teams.
-Streamlined the team of pooled resources – reactive space h
Direct EDI
Project Manager | 02/2006 - 11/2009
Direct EDI created an on line based procurement SaaS e-Commerce system for retailers to communicate with their supply chains.
As the Project Manager, My contributions and responsibilities included:
-Anticipating customer needs from the presale pipeline and proactively starting planning the project
-Built strong relationships with retail Business teams to understand needs and specifications
-Streamlined processes for planning and assigning resources to code to the specific needs of -the customer and requirements of the retailer
-Expanded the business into the Automotive industry and build complete procurement portfolio for Ford Motor
-Responsible for a team of programmers overseas (Ukraine) and managing their time and roles
-Rebuilt the QA processes to include more robust reporting and delivery into the production environment, with total package hand off to customer service.
Enterprise Solutions
Operations Manager | 04/1999 - 01/2006
Enterprise Solutions invented On Line procurement solutions to connect business with their supply chains As Operations Manager, I was responsible for the production half of the business at an executive level reporting to the CEO.
Everything after development was my responsibility
I ran the Customer service teams, the IT team and production programming team. Customer service –
-Developed team to be proactive, trained how to search for issues and reach out to customers before they had to call us.
-Slashed man hours by 200 Hours per week by automating internal and external reporting processes
-Streamlined roll out processes resulting in improvement in supply chain compliance.
-Developed GUI CRM interface resulting in 99.9% data entry accuracy after analysis uncovered 30% rework rates
IT Team
-Built and budgeted a project to replace existing customer facing infrastructure after multiple outages and other service interruptions
-After recommendation was denied, 2 out of 3 web servers experie
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