Patrick O'Connell
East Falmouth
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Hospitality industry. Solid team leader with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
QA Specialist
Ezcater
01.2023 - Current
- Fixed identified issues to improve workflows.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Reported problems and concerns to management.
- Assisted in developing and implementing new rubrics and standards for agents.
- Coached agents through areas of improvement to ensure all interactions met above and beyond company standards.
- Collected data on trends for teams and then presented findings along with action plans.
- Reviewed and provided feedback to training teams for agents in training to help set them up for success.
- Lead discussions and Q&A's about QA process and feedback provided.
Customer Service Agent
EzCater
02.2022 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
Function Manager
Soprano’s Casino by
01.2020 - 02.2022
- Lead and executed various types of events from initial contact to post-event review with clients and staff
- Restructured menus and pricing of catering menus, catering services, restaurant menu specials based on market value
- Maintained consistent contact with clients throughout COVID-19 and routinely provided updates on restrictions/ guidelines
- Developed evolving policies for all clients, vendors and staff during COVID-19 pandemic to ensure safety and satisfaction
- Created all contracts, BEO’s, invoices, meeting notes, calendar updates, timelines and other administrative aspects to ensure all personnel had full knowledge of events taking place from start to completion.
Assistant to Director of Sales / Events Coordinator
Lugano Diamonds
01.2019 - 10.2019
- Planned and managed number of events for individuals and corporate sectors
- Managed all internal and external communications with customers and vendors while directing all inquiries to appropriate departments
- Formulated and implemented budgets, monitored expenditures, and implemented controls to minimize variance
- Played instrumental role in ensuring up-to-date customer contact and events by developing and leveraging customer relationship management tools using Fantasy ERP Systems
- Negotiated with vendors at optimal prices and favorable terms and conditions, while exploring new and economical suppliers to avail fair market prices and discounts.
- Handled 30 - 40 calls per day to address customer inquiries and concerns
- Developed and maintained courteous and effective working relationships
- Carried out day-day-day duties accurately and efficiently
Project Coordinator
Elite OC Productions
01.2017 - 01.2019
- Ensured smooth and successful execution of events by providing hands-on support, such as performing screening, preparing schedules, handling entertainment, managing billing and client communication, and ensuring up-to-date insurance, security, and permits for all events
- Coordinate and Instruct volunteers during events while delegating responsibilities to ensure full efficiency
- Meticulously took all internal and external meeting minutes and tracked all participants of meetings and RSVPs for events.
- Gathered requirements for ongoing projects and organized details for management use
- Reported regularly to managers on project budget, progress and technical problems
Education
Bachelor of Science - S/E/E
Johnson & Wales University
Providence, RI05.2016
Skills
- Program Planning and Development
- Contract Negotiation
- Client Relations
- Catering Oversight
- Conference and Convention Planning
- Inquiry Response
- Problem Anticipation and Resolution
- Budget Planning and Administration
- Facilities Management and Maintenance
- Staff Leadership
- Signage and Display Preparation
- Information Verification
- Event Billing
- Display Creation
- Brochure and Publication Development
- Event sales
- Vendor and contract negotiations
- Meeting planning
Timeline
QA Specialist
Ezcater
01.2023 - Current
Customer Service Agent
EzCater
02.2022 - 01.2023
Function Manager
Soprano’s Casino by
01.2020 - 02.2022
Assistant to Director of Sales / Events Coordinator
Lugano Diamonds
01.2019 - 10.2019
Project Coordinator
Elite OC Productions
01.2017 - 01.2019
Bachelor of Science - S/E/E
Johnson & Wales University
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