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Patrick O. Agoha
66 Glen Park Avenue
Las Vegas, Nevada 89183
Phone: (702) 742-8627
A competent, skilled, self-motivated and results-driven professional
with a strong record of achievements in providing necessary
operations management and personnel motivation expertise to
ensure streamlined operations, customer satisfaction, and significantly
increase proficiency and profitability.
Expertise includes - Client Acquisition and Relationship
Management (CRM); Enrollment and Analysis, Billing System
Reporting, Personnel Development & Training; Human Resource
Management; Total Quality Management (TQM); Business to
Business Operations (B2B); Strategic Marketing; Profit/Loss &
Short/Long Term Budgeting; Forecasting/Cost Analysis. And
Incensed insurance specialist.
. Computer Operations - Microsoft Office Professional Suite; Microsoft
Outlook, PowerPoint, Publisher; WordPerfect Suite, GDS, Opera,
Archtics, Guest Bridge, ICE (Interactive Customer Experience), ISO-
Excellent communicating, listening and negotiating skills, coupled with
the ability to effectively establish and maintain rapport with all levels of
personnel, management and clients.
Proven background at highest levels of leadership, mentoring, team
building, planning, organizing, and problem-solving, all of which
realized significant contributions to bottom-line results.
People Oriented • Service Oriented • Results/Profit Oriented
MINNESOTA SCHOOL OF BUSINESS, Richfield, Minnesota
Associate of Art Degree - Paralegal Studies
UNIVERSITY OF SOUTH DAKOTA, Rapid City, South Dakota
Masters of Business Administration (MBA).
NATIONAL AMERICAN UNIVERSITY, Rapid City, South Dakota
Bachelor of Science – Business/Tourism Management
2011 - Present MGM RESORTS INTERNATIONAL – CALL CENTER, Las Vegas,
• Perform a diverse range of operations responsibilities to include,
but not limited to: handling group reservation call-ins, providing
accurate property and rate information, booking rooms, suites,
dining and entertainment; all of which resulting in highly profitable,
efficient and smooth flowing operations.
2008 - 2011 MYBULLFROG.COM, Henderson, Nevada
Verizon Wireless Premium Retailer Senior Sales Associate
• Provided new accounts acquisition, prospecting, sales and service,
troubleshooting equipment difficulties, ordering, receiving,
merchandising, stocking, customer service, and cashiering.
2005 - 2008 FAMILY DOLLAR STORES, INC., Las Vegas, Nevada
• Bottom-line operations management responsibility encompassing
all aspects of operations, including: staffing and overseeing both
productivity and performance of personnel; human resource
operations; profit/loss analysis; merchandising; ordering, receiving
and stocking/modular reset; comprehensive inventory control;
bookkeeping and banking; scheduling and payroll control;
profit/loss analysis, lost prevention, cash management; store safety
2002 - 2005 SAM’S CLUB WHOLESALE, INC., Las Vegas, Nevada
Assistant Store Manager - Soft Line Departments
• Responsibilities encompassed: innovative corporate merchandising
plan development; inventory control management; allocation of
hours and expense control administration; profit/loss analysis and
review; Business-2-Business contact for wholesale and small
business purposes; and complete risk control/safety management
• Managed team of 40 hourly associates and 3 salaried managers,
including: time and attendance tracking; conducted daily pre-
opening associates meetings and staff performance appraisals; and
problem-solved both customer service and employee issues while
implementing viable solutions.
• Teamed with new managers and introduced Business-2-Business
marketing in the field, resulting in a new membership enrollment
increase of 10%, order pull increased 5%, and order sales
increased proportionately 5%.
Quality/Safety Manager---coordinated and managed all quality
and safety activities.
2001 - 2002 ALAMO CAR RENTAL LMD, Denver, Colorado
• Managed all daily branch operations, including: efficient scheduling
of rental delivers and pick-up; up-sold products add-ons; rental
contract clarifications/explanations; completed insurance
replacement rentals consistently; fleet management; profit/loss,
collections and bank deposits.
• Implemented program incorporated dropping off rental vehicles at
targeted business premises or locations substantially expediting
vehicle delivery. Resulted in reduced travel time for delivery crew,
increased rental occupancy 25%, and increased sales 20%.
1999 - 2001 QWEST COMMUNICATIONS INTERNATIONAL, Denver, Colorado
Manager/Coach - Call Center
• Managed national team of sales/technical customer service
specialists including: trained specialists on acquisition and retention
utilizing best practices; reviewed/analyzed data uncovering
opportunities; performed weekly quality control remotely and
personalized training; analyzed routing systems to recommend
significant service enhancements.
• Conducted new product training developing specialists through
high-level coaching and feedback maximizing performance;
planned and conducted team management meetings ensuring all
customer service corporate objectives and goals were met and/or
• Hired, trained, coached and counseled staff to meet company and
• Developed and implemented Reader Board Program motivating
employees, and significantly increasing corporate awareness
resulting in enhanced employee morale and productivity.
1996 – 1999 TELETECH FACILITY MANAGEMENT, INC. - Call Center, Denver,
Customer Service Supervisor
Supervised, coached and mentored a team of 20 to 40 USPS
customer service agents responsible for variety of services offered
Conducted side-by-side and remote monitoring of agents for training
and quality improvement.
Trained, mentored, and coached escalation team to effectively
troubleshoot difficult calls and customer service issues which
resulted in reducing general call handling time by 20%, call queue
time by 10%, and increased service levels by 10%.
Also, I worked on various projects during my tenure at TeleTech.
Such projects are AT&T, CompuServ, America Online, T-Mobile,
UNITED STATES ARMY / NATIONAL GUARD – Transportation and
regulation specialist, Military Journalist & Public Affairs Specialist