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Evan James Patrick
Cell Phone: 831-207-2021
Email: Evanjp.ca@gmail.com
LinkedIn Profile: www.linkedin.com/in/evanjpatrick
Evan James Patrick
Page 1 of 5
EXPERIENCED CUSTOMER SERVICE MANAGER
Influencing 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 FINANCIAL
Executive Resolutions Floor Manager
Previous titles: Inbound Customer Service Associate, Inbound Billing Dispute Associate,
Team Lead of Monetary Research, Inbound Fraud Detection Specialist, Inbound Credit
Underwriter and Executive Resolution Coordinator
Salinas, 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.
Evan James Patrick
Page 2 of 5
 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.
Evan James Patrick
Page 3 of 5
MONTEREY COUNTY
911 Public Safety Dispatcher
Salinas, 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 Technology
Carmel, 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 UNIVERSITY
Bachelor of Arts Degree in Management – Leadership
GPA: 3.58
Expected graduation set for October 2017.
CAPITAL ONE UNIVERSITY
Capital One’s internal professional development
Classes completed in 2015.
 Regulatory and Compliance classes:
o Anti-Money Laundering
o Code of Business Conduct & Ethics
o UDAAP(Unfair, deceptive, or abusive acts and practices) General Awareness
o Privacy
o Servicemembers Civil Relief Act (SCRA) General Awareness
o 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
Evan James Patrick
Page 4 of 5
 How to Handle Difficult People
 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 WINNER
March 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 4
Capital One’s quarterly award recognizing the top performers within the company.
ASSOCIATE OF THE MONTH
June 2014 and November 2015
Capital One
Evan James Patrick
Page 5 of 5
WRITTEN REFERENCES
V. Lumanog
CAPITAL ONE FINANCIAL
Executive Resolutions Department Trainer
Years 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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Patrick, Evan Resume 12-30-15

  • 1. Evan James Patrick Cell Phone: 831-207-2021 Email: Evanjp.ca@gmail.com LinkedIn Profile: www.linkedin.com/in/evanjpatrick Evan James Patrick Page 1 of 5 EXPERIENCED CUSTOMER SERVICE MANAGER Influencing 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 FINANCIAL Executive Resolutions Floor Manager Previous titles: Inbound Customer Service Associate, Inbound Billing Dispute Associate, Team Lead of Monetary Research, Inbound Fraud Detection Specialist, Inbound Credit Underwriter and Executive Resolution Coordinator Salinas, 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.
  • 2. Evan James Patrick Page 2 of 5  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.
  • 3. Evan James Patrick Page 3 of 5 MONTEREY COUNTY 911 Public Safety Dispatcher Salinas, 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 Technology Carmel, 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 UNIVERSITY Bachelor of Arts Degree in Management – Leadership GPA: 3.58 Expected graduation set for October 2017. CAPITAL ONE UNIVERSITY Capital One’s internal professional development Classes completed in 2015.  Regulatory and Compliance classes: o Anti-Money Laundering o Code of Business Conduct & Ethics o UDAAP(Unfair, deceptive, or abusive acts and practices) General Awareness o Privacy o Servicemembers Civil Relief Act (SCRA) General Awareness o 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
  • 4. Evan James Patrick Page 4 of 5  How to Handle Difficult People  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 WINNER March 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 4 Capital One’s quarterly award recognizing the top performers within the company. ASSOCIATE OF THE MONTH June 2014 and November 2015 Capital One
  • 5. Evan James Patrick Page 5 of 5 WRITTEN REFERENCES V. Lumanog CAPITAL ONE FINANCIAL Executive Resolutions Department Trainer Years 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.”