Patrick Harden

About Patrick Harden

Results-driven Senior Performance Leader with over 15 years in sales, customer retention,…

Experience

1. Regional Outbound Payment Resolution Manager

   Optum

   Jan 2021 — Present · Richardson, TX, US

   Drove regional Payment Resolution team to consistently exceed goal by 150% from 20••••25. Increased the company’s bottom line by 2% through effective virtual card settlement strategies. Processed and issued weekly contact lists of Tax IDs with expiring virtual cards to agents, ensuring efficiency. Facilitated weekly team meetings to discuss critical hot topics, recent policy changes, and share proven success tips, fostering employee engagement and a collaborative environment in the company. Delivered comprehensive daily and midweek team performance updates and maintained accurate agents\' monthly scorecards, tracking key metrics such as call count, talk time, CRM cases, and weekly settlement amount. Performed targeted regular coaching sessions and side-by-sides with agents, providing actionable constructive feedback and implementing performance plans to drive improved results.

Education

• Fox Valley Techinical College

  Yes, Computers, Business

  2000 — 2002

Skills

• B2b
• Project Management
• Cold Calling
• Customer Satisfaction
• Training
• New Business Development
• Leadership
• Business Development
• Call Centers
• Marketing Strategy
• Direct Sales
• Recruiting
• Marketing
• Selling
• Security
• Sales Management
• Management
• Team Building
• Operations Management
• Account Management
• Telecommunications
• Product Development
• Sales Process
• Sales Operations
• Customer Retention
• Customer Service
• Microsoft Office
• Sales