Glenn Fitzpatrick

Current

Special Project Coordinator at Verizon Wireless
Executive Relations Coordinator at Verizon Wireless
Technical Consultant ("Science Officer") / Photojournalism Intern at Metro Collective

Moderator/Maintainer at Radio KRUD (Self-employed)

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Past

Independent Professional at Fitzpatrick Photos
Federal Account Coordinator at Verizon Wireless
Customer Care Representative at Verizon Wireless

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Education

University of Maryland University College
University of Maryland Baltimore County

Recommended

4 people have recommended Glenn

Connections

45 connections

Industry

Telecommunications

Websites

My Website

Glenn Fitzpatrick’s Summary

Accomplished customer relationship advocate and entrepreneur, interested in helping organizations communicate internally and externally via emerging media and other collaborative technologies to provide superior customer experiences and improve internal quality goals.

Glenn Fitzpatrick’s Specialties:

Mac OS X, cellular communications technologies, Microsoft Windows / Office, Federal / state / local government agency support, Apple iWork, HTML/CSS development, Adobe Photoshop / ImageReady / DreamWeaver, Apple Aperture, MediaWiki (maintenance & operation), WordPress (site maintenance & operation), PHP, XML, RSS/podcasting, Amazon Web Services (S3, EC2, CloudFront)

Glenn Fitzpatrick’s Experience

Special Project Coordinator

Verizon Wireless

(Public Company; VZ; Telecommunications industry)

April 2009 — Present (4 months)

Requested to assist a small, temporary team made up of other members of the Finance department to improve internal quality processes (including developing a process for thoroughly auditing changes made to sensitive government accounts), and strengthen internal Sarbanes-Oxley controls.
Executive Relations Coordinator

Verizon Wireless

(Public Company; VZ; Telecommunications industry)

July 2008 — Present (1 year 1 month)

Provide superior customer service to resolve federal, state and local government account escalations for various levels of management, accurately, compliantly and within required deadline through account reworks and negotiation. Act as a liaison between government agencies, sales and senior management, communicating with other departments or areas of the business and customers through email and/or phone calls. Work in conjunction with Continuity Marketing to decrease overall churn and escalation rates through preventative measures. Research and identify methods and departmental process improvements in order to reduce customer dissatisfaction by working with leadership teams.

- Developed a multi-functional spreadsheet tool to assist with manual rework calculations, improving accuracy of billing processes and saving over $90,000 / year in increased team productivity.

- Consistently achieving quality scores of 90% and higher when audited.

- Secured a Net Promoter Score® of 10 as a result of a customer’s direct experience (October 2008).

- Recognized throughout the Federal Accounts department for providing consistently detailed and accurate resolutions to customer issues.
Technical Consultant ("Science Officer") / Photojournalism Intern

Metro Collective

(Photography industry)

April 2007 — Present (2 years 4 months)

Consultant and advisor to the photographers of the Metro Collective organization, providing technical experience and knowledge to international award-winning photojournalists based in Washington, D.C. Maintained the organization’s online presence using a content management system, and provided training on its use. Collaborated on site design with the photographers and website developer. Provided written works and descriptions to accompany photographers’ submissions when necessary.
Moderator/Maintainer
Radio KRUD (Self-employed)

(Self-Employed; 1-10 employees; Online Media industry)

July 2004 — Present (5 years 1 month)

A collaborative effort, Radio KRUD ( http://www.radiokrud.com/ ) is an online musicblog in which we post and review material submitted to us by musical artists and their publishers. We network with groups ranging from small, independent musicians to publicity groups and major labels; our contacts include groups and labels such as Sony BMG, Warner Brothers, EMI, Eighteenth Street Lounge and Wind-Up Records.