Evan James PatrickCell Phone: 831-207-2021

Email: Evanjp.ca@gmail.comLinkedIn Profile: www.linkedin.com/in/evanjpatrick

EXPERIENCED CUSTOMER SERVICE MANAGERInfluencing and inspiring individuals to excel in their performance.

Well versed manager with over nineteen years of experience in the delivery of exceptional customer service and over eleven years in finance, specializing in the credit card industry. A proven leader with the ability to influence and inspire individuals to exceed in their performance through an authentic leadership approach that focuses on managing, coaching for performance, and mentoring personal and career growth. Skilled at fostering relationships with staff and executive personnel that develops mutually respectful relationships. An outstanding ability to cultivate relationships with customers and increase retention while simultaneously resolving highly escalated complaints and complex issues received through the Consumer Financial Protection Bureau (CFPB), the Better Business Bureau (BBB), social media and internal channels. Consistently rewarded and recognized for being a top performer and exceeding the customer's’ expectations through a genuine partnership and advocacy. Core competencies include:

Inspiring, motivating and leading others

Planning, developing and implementing plans

Directing the skills of others

Keen ability to make decisions Superb organization Excellent written and verbal

communication

RELEVANT WORK EXPERIENCE

CAPITAL ONE FINANCIALExecutive Resolutions Floor ManagerPrevious titles: Inbound Customer Service Associate, Inbound Billing Dispute Associate, Team Lead of Monetary Research, Inbound Fraud Detection Specialist, Inbound Credit Underwriter and Executive Resolution CoordinatorSalinas, CA and Las Vegas, NV 2011 – Present

2002 – 2008

Executive Resolutions Floor Manager Manage and monitor the performance of 14+ associates ensuring their cases are

resolved in adherence with departmental standards of timeliness and quality. Track and manage each associates caseloads; with the average associate caseload

ranging from 15 to 35 cases, while simultaneously managing the process involving the other necessary departments to assist in resolving the complaint for the customer.

Mitigate company risk by accurately interpreting regulations, implementing company policy and procedures and providing guidance to associates.

Effectively coach and develop associates by creating and implementing action plans to improve their overall performance.

Provide feedback to internal department and lines of business regarding identified trends and service delivery failures.

Assist in the training of newly hired employees and provide opportunities for continued education for all associates; through classes, team meetings, and one-on-one coachings.

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Manage staffing levels to match inbound phone queue levels, ensuring associates break and lunch schedules are adhered to; and minimizing the customer’s wait time, providing the best customer experience.

Executive Resolution Coordinator Researched and resolved regulatory and non-regulatory customer complaints received

by telephone, email, written correspondence, social media postings, and regulatory agencies, such as the Better Business Bureau (BBB), Consumer Financial Protection Bureau (CFPB), and State Attorney General Offices.

Provided complaint resolutions to the customer and regulatory agencies using professional written and verbal communication.

Identified potential regulatory compliance violations and risk events. Recommended process improvements to partnering departments, improving the

customer’s experience and implementing policy changes to mitigate risk. Handled inbound phone calls, in a phone queue, from customers pertaining to a new

or existing customer complaint.

Team Lead of Monetary Research Completed daily reporting that outlined the department’s current work load (cases) and

provided a detailed overview of the inventory. Methodically assigned cases to associates, managing the amount of cases they

received and ensuring the cases were worked in the order they were received. Completed monthly quality reviews making sure the associates were completing their

work in line with departmental policy, procedures and timeliness. Created and maintain departmental training documents. Organized, implemented and facilitated a six week training program in

Vishakhapatnam, India for a process that was being migrated off shore.

Inbound Customer Service Associate, Inbound Billing Dispute Associate, Inbound Fraud Detection Specialist and Inbound Credit Underwriter Answered incoming calls from customers pertaining to their credit card accounts

including, general account inquiries, billing disputes, potential fraud, approval of credit card applications and the extension of credit.

Handled customer’s credit card purchase disputes by ensuring all the required documentation was completed and charged back the disputed amount to the merchant in compliance with Visa and MasterCard rules and regulations.

Placed outbound calls, responded to inbound calls, and analyzed credit card transactions in order to identify potential fraudulent activity using the Raptor Fraud Detection System.

Reviewed electronic cases produced by the Raptor Fraud Detection System, analyzed transaction patterns, identified changing fraud trends, verified account activity and took appropriate action to minimize potential fraud loss and customer inconvenience

Assessed and analyzed customer or applicant’s financial condition to evaluate credit worthiness and determine if the credit limit on the account should be increased or the application for credit approved.

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MONTEREY COUNTY911 Public Safety DispatcherSalinas, CA 2009 - 2010

Communicate clearly, courteously, and effectively with the public and public safety officers. Competently obtaining and transmitting, clear, accurate and complete directions, while simultaneously recording detailed information.

Able to remain calm, think clearly, and react quickly in emergency situations while applying established rules and procedures.

Operated sophisticated radio, telephone and computer communications equipment, including a Computer Aided Dispatch system (CAD).

PSAV PRESENTATION SERVICES Director of Event TechnologyCarmel, CA 2008 - 2009

Managed revenue and profitability of the location while ensuring the utmost in client and hotel partner satisfaction. Focused on revenue maximization and cost control through the use of a profit and loss statement (P&L).

Proactively obtained clients by working in tandem with the hotel/resort staff and executives to discuss upcoming clients and events at the location. Using that acquired knowledge to contact the client directly and execute the company’s sales process.

Managed employee performance, addressed employee concerns, maintained adequate staffing levels, and provided learning and development opportunities for employees.

EDUCATION AND PROFESSIONAL DEVELOPMENT CLASSES

PATTEN UNIVERSITYBachelor of Arts Degree in Management – LeadershipGPA: 3.58Expected graduation set for October 2017.

CAPITAL ONE UNIVERSITYCapital One’s internal professional developmentClasses completed in 2015.

Regulatory and Compliance classes:o Anti-Money Launderingo Code of Business Conduct & Ethicso UDAAP(Unfair, deceptive, or abusive acts and practices) General Awarenesso Privacyo Servicemembers Civil Relief Act (SCRA) General Awarenesso Americans with Disabilities Act (ADA) General Awareness

Business Process Management (BPM) Certification Course - I am currently completing the project needed to obtain my BPM certification.

Developing Your Personal Brand Communication Skills for Non-Exempt Associates How to Handle Difficult People

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Introduction to Agile - A methodology where solutions evolve through collaboration with other teams and departments.

Managing Projects and Priorities Essentials of Communication and Collaboration Coaching for Change and Resilience

PROFESSIONAL ACHIEVEMENT AWARDS

MISSION AWARD WINNERMarch 2015 Capital One’s monthly award recognizing individuals who went above and beyond to advocate on the customer’s behalf.

ROAR AWARD 2014 Quarter 1, Quarter 2, and Quarter 4Capital One’s quarterly award recognizing the top performers within the company.

ASSOCIATE OF THE MONTH June 2014 and November 2015Capital One

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WRITTEN REFERENCES

V. LumanogCAPITAL ONE FINANCIAL Executive Resolutions Department TrainerYears Known: 2 1/2“Evan and I have worked together in ER [the Executive Resolutions Department (ER)] for two years. I've seen Evan progress from ER agent- in multiple capacities- in various case work and Tier levels. It's truly well-deserved in how he has succeeded into his current supervisory role. Evan has the uncanny ability to work side by side with agents and aid them while encouraging them to push further. Evan exhibits all the qualities of a strong manager/leader by his ability to assist, guide, and provide best strategies in resolving complex cases, agile sessions with multiple business partners, and Evan always puts his best foot forward with creative ways of suggesting new processes to the way ER runs their business.”

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