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Patrick Rohlf

Senior Manager, Customer Self Service

Accomplished Business Manager and Instructor

Orlando, Florida Area

Section title

Patrick Rohlf's Email Addresses & Phone Numbers

Patrick Rohlf's Work Experience

Bright House Networks

Senior Manager, Customer Self Service

April 2008 to Present

Orlando, Florida Area

White Oaks Design

Consultant

2005 to 2010

Orlando, Florida Area

University of Phoenix

Instructor

November 2007 to November 2009

Patrick Rohlf's Education

University of Phoenix

Master of Science (MS) Management Information Systems General

2001 to 2005

Indiana University of Pennsylvania

Education Sociology History

1990 to 1995

Somerset Area High School

Graduate College/University Preparatory and Advanced High School/Secondary Diploma Program

1987 to 1990

Patrick Rohlf's Professional Skills Radar Chart

Based on our findings, Patrick Rohlf is ...

Autonomous
Purposeful
Persuasive

What's on Patrick Rohlf's mind?

Based on our findings, Patrick Rohlf is ...

44% Left Brained
56% Right Brained

Patrick Rohlf's Estimated Salary Range

About Patrick Rohlf's Current Company

Bright House Networks

I am currently serving as the Senior Manager of Customer Self Service for Bright House Networks (BHN). My group serves as liaison between the Customer Care leadership team and the technical teams that support the customer tools across the enterprise. Based on customer usage, we are frequently focused on the customer experience in the speech recognition phone...

Frequently Asked Questions about Patrick Rohlf

What company does Patrick Rohlf work for?

Patrick Rohlf works for Bright House Networks


What is Patrick Rohlf's role at Bright House Networks?

Patrick Rohlf is Senior Manager, Customer Self Service


What is Patrick Rohlf's personal email address?

Patrick Rohlf's personal email address is p****[email protected]


What is Patrick Rohlf's business email address?

Patrick Rohlf's business email addresses are not available


What is Patrick Rohlf's Phone Number?

Patrick Rohlf's phone (305) ***-*418


What industry does Patrick Rohlf work in?

Patrick Rohlf works in the Information Technology and Services industry.


About Patrick Rohlf

đź“– Summary

Patrick Rohlf is a senior business professional and educator with 15+ years of expertise in the corporate world. Patrick is currently working for Bright House Networks as their Senior Manager of Customer Experience/Self-Service. In this role, Patrick serves as the business owner of the customer self-service channels across the enterprise (IVR, Web, Mobile). He has also been an instructor for the Seminole Community College and the University of Phoenix in Central FL. Patrick’s primary strengths and experiences are in: Product Management, Customer Experience, Business Analysis, Technical Writing, Process Improvement and Training. Patrick has also served as a project manager for a studio and digital media department, which specialized in HD green-screen video production and customized video editing. Patrick began his corporate experience at one of the largest companies in the world, Siemens, AG. Although it was a trial by fire at times, this experience shaped who he is as a professional today. Patrick began his role as an educator ten years ago by becoming a USPTA certified tennis professional, and he has taught more than 1,000 people to play tennis, from preschool age to octogenarians. Patrick received his Master’s Degree in Computer Information Systems from the University of Phoenix. He also completed his Bachelor’s Degree at the University of Phoenix and his Associate courses at the Indiana University of Pennsylvania and Valencia Community College. Patrick has his CompTia A+ Certification in Hardware/Operating Systems. Specialties: Customer Experience, Product/Project Management, Process Improvement, Technical Writing, IVR-Telephony Systems, Contact Center Tools, Business Analysis, Avaya VoIP/SIP, SOA, Desktop/Web/Voice UI Designs, Configuration Control, Business/Meeting Documentation, Instructional Design, Webinar FacilitationSenior Manager, Customer Self Service @ I am currently serving as the Senior Manager of Customer Self Service for Bright House Networks (BHN). My group serves as liaison between the Customer Care leadership team and the technical teams that support the customer tools across the enterprise. Based on customer usage, we are frequently focused on the customer experience in the speech recognition phone application. But we also drive business needs for the other customer channels, such as the web and mobile care applications. We are interested in technologies that enhance the Bright House Networks customer experience. Our goal is to continually review these channels to make sure that they represent common, comfortable and no-hassle methods for customers to engage with Bright House Networks. I see our job as customer advocates, first and foremost. Overall, I enjoy the unique perspective that this position affords me, working with internal and external customers. I am especially excited about working with new and emerging technologies, and discovering which ones we can successfully incorporate into our existing infrastructure. In 2013 the IVR team and I successfully completed an ambitious project to bring loosely connected corporate division entities onto a unified, enterprise-level IVR platform. In order to accomplish this, we had to do a complete redesign of the hardware architecture as well as the logical voice and data flow through the new system. Due to multiple billing systems and disparate business practices between the divisions, my team developed a custom SOA web service platform from the ground up. The flexibility of this architecture has proven itself over and over again since its implementation; not only in cost savings in internal resource hours, but also in vendor development costs. I am extremely proud to say that our IVR platform is handling the most inbound calls per month in the company's history (over three million) and has a well-over 99% up-time. From April 2008 to Present (7 years 9 months) Orlando, Florida AreaConsultant @ From 2005 to 2010 (5 years) Orlando, Florida AreaInstructor @ From November 2007 to November 2009 (2 years 1 month) Project/Account Manager @ From September 2007 to April 2008 (8 months) Studio & Digital Media ProjectManager @ From 2006 to 2007 (1 year) Project-Account Manager / Technical Writer @ From 2003 to 2006 (3 years) Planner / Configuration Control Manager @ From 2001 to 2004 (3 years) Professional Tennis Instructor @ From 1998 to 2001 (3 years) Professional Tennis Instructor @ From 1998 to 2001 (3 years) Master of Science (MS), Management Information Systems, General @ University of Phoenix From 2001 to 2005 Education, Sociology, History @ Indiana University of Pennsylvania From 1990 to 1995 Graduate, College/University Preparatory and Advanced High School/Secondary Diploma Program @ Somerset Area High School From 1987 to 1990 Patrick Rohlf is skilled in: Technical Writing, Project Management, Business Analysis, Instructional Design, Software Documentation, Call Center, Telecommunications, VoIP, SharePoint, Troubleshooting, Process Improvement, Telephony, Project Planning, Networking, Call Centers


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In a nutshell

Patrick Rohlf's Personality Type

Extraversion (E), Sensing (S), Thinking (T), Perceiving (P)

Average Tenure

3 year(s), 2 month(s)

Patrick Rohlf's Willingness to Change Jobs

Unlikely

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