Patrick Wallis
About Patrick Wallis
Patrick Wallis serves as the Contact Center Manager at Nuvei, where he has worked since 2017, following a year at TD Merchant Services. He has extensive experience in customer service and quality assurance, having held various roles at Pivotal Payments and other companies throughout his career.
Work at Nuvei
Patrick Wallis has served as the Contact Center Manager at Nuvei since 2017. In this role, he manages a multi-site contact center operation across North America and Europe. His responsibilities include overseeing inbound call centers, chat support, and outbound onboarding calls. He focuses on implementing processes that enhance team performance and efficiency within the contact center. Additionally, he plays a key role in executing and improving metrics such as Net Promoter Score (NPS), First Call Resolution (FCR), and overall customer experience initiatives.
Previous Experience in Contact Center Management
Prior to his current position, Patrick Wallis worked at TD Merchant Services as a Team Manager from 2016 to 2017. He also held various roles at Pivotal Payments, including Quality Assurance Coach, Knowledge Development Specialist, Supervisor, Quality Assurance Subject Matter Expert, Client Care Representative, and Workforce Management Analyst between 2013 and 2016. His experience spans multiple aspects of contact center operations, contributing to his expertise in managing customer service teams.
Education and Expertise
Patrick Wallis studied at Concordia University, where he achieved a degree from the John Molson School of Business. He is currently pursuing a Diploma of Education in Human Resources Management/Personnel Administration, expected to be completed in 2024. Additionally, he has been studying at Champlain College - Lennoxville, focusing on Psychology since 2003. His educational background supports his roles in contact center management and human resources.
Background in Customer Service
Patrick Wallis has a long history in customer service roles, beginning with his position as a Customer Support Agent Coach at Nordia Inc. from 2004 to 2005. He then worked as a Customer Service and Technical Support Representative at Shaw Communications from 2006 to 2010. Following this, he served as a Sales & Service Representative at RBC from 2010 to 2012. This extensive background in customer service has equipped him with the skills necessary for effective team management and operational efficiency.
Key Responsibilities and Focus Areas
In his current role, Patrick Wallis is responsible for reducing per-call costs while increasing the number of calls handled, thereby boosting profitability for the contact center. He reports on metrics and performance levels of the contact center department, ensuring that operational goals are met. His focus on enhancing customer experience and team performance is central to his management approach.