Patrick Wilson

About Patrick Wilson

I am a senior customer service and patient advocacy leader with more than 25 years of experience building, stabilizing, and scaling support organizations — from early-stage startups to regulated medical device companies.My strength is developing high-trust, low-turnover teams in complex, fast-changing environments. I specialize in customer and patient-facing operations where empathy, compliance, and execution must coexist — particularly in ISO 13485 and FDA-regulated settings.I have led teams through rapid growth, pandemic-driven demand, and operational rebuilds by establishing clear processes, meaningful metrics, and a leadership culture grounded in respect and accountability.In addition to my corporate leadership background, I am an ordained chaplain and certified life coach. This training informs a calm, people-centered leadership style that emphasizes ethical decision-making, resilience, and care for both customers and teams.Core focus areas:• Customer Service & Patient Advocacy (Medical Devices)• ISO 13485 / QSR 820 Implementation• Team Building & Leadership Development• Startup & Scale-Up Operations

Experience

1. Customer Service Manager

   iHealth Labs

   Dec 2022 — Present · Sunnyvale, CA, US

   Returned to iHealth Labs to assist with QA’s full implementation of ISO 13485 and QSR 820 standards. With the COVID 19 pandemic and the introduction of iHealth’s very successful COVID-19 Antigen Rapid Test, the company grew overnight and rapidly the QSM. My role is to ensure the full implement the ISO 14385 and 21 CFR Part 820 quality standards. Returned to my previous role of CS Manager in April, 2024.

Education

• Mission College

  None, Communication

  2000 — 2013

• Christian Leaders College

  Associate's degree, Chaplaincy

• Christian Leaders College

  Bachelor's degree (In Progress), Divinity/Ministry

• Ohlone College

  none, Business Supervision and Management

  1985 — 1990

Skills

• Ms Office Suite
• Team Leadership
• Mentoring
• Customer Service
• Customer Relations
• Website Administration
• Employee Relations
• Service Desk
• Leadership Development
• Coaching
• Customer Satisfaction
• Call Center
• Public Speaking
• SEO
• Html
• Php
• Microsoft Office
• Strategic Planning
• Cross-Functional Team Leadership
• Management
• Budgets
• Training
• Project Planning
• Sales
• Social Networking
• Entrepreneurship
• Webmaster Services
• Call Centers
• Event Planning
• Crm
• Nonprofits
• System Administration
• Process Improvement
• Leadership
• Facebook
• Program Management
• Quality Assurance
• Technical Support
• Project Management
• Team Building