Patrice Cattlidge

I am a customer service agent with 7+ years of experience in customer service and call center environments, focused on improving customer experience and supporting team growth.

As a Work At Home Customer Service Agent / Call Auditor at Alorica, I answered incoming telephone calls, made outbound calls, completed tickets to support the Customer Care team, and acted as the primary point of contact for escalated calls until resolution.

I managed, coached, and developed representatives to success via side by sides, daily call monitoring, audits, calibration calls, cross training, new product training, bonus scorecards, and positioning coaching, and I identified development opportunities using quality assurance (call monitoring).

Earlier, I worked in warehouse roles using Vocollect, PPLEX, and Pick Manager, maintained high productivity (85%+ and 90%+ production metrics), and hold certifications including Certified Electric Pallet Jack Operator and T9 headset operation, with 2+ years experience in Microsoft Excel.