Patrick Riley Email & Phone Number

Dublin, Ca

• Coordinates and leads administrative and technical support for Complaint Management System and database in Salesforce and Gallup Financial Well-Being survey platform (Medallia)• Supports the Complaint/Feedback and Closed-Loop Feedback processes by collaborating with teams responsible for service recovery and delivery channel leadership to identify and recommend strategic and tactical improvement initiatives that reduce the level of problem incidence and improve member support index• Monitors Complaints for early issue identification (both service and regulatory) and notifies Member Experience department leadership or Corporate Compliance as needed• Monitors service level adherence to ensure Complaints and problem incidence alerts are addressed and closed within program objectives and regulatory requirements• Monitors compliance with complaints; works with corporate compliance for routine sample review and evaluation and recommends appropriate action for training/system/workflow improvements• Under the direction of department leadership, support the development of surveys, analysis, and continuous improvements for the current suite of survey tools• Train new users on Complaint Management System and Medallia platform • Supports quality of program, which includes partnering with technology teams to develop, test/validate sample files, and ensure data exchanges occur as planned• Compiles program data and assists in the preparation of key reports, as needed, to aid in evaluating program effectiveness

Pleasanton Headquarters

• Gallup/Medallia – Survey administrator, Closed-Loop Feedback, training, survey data analysis and reporting• Cross-functional collaboration with all departments for improving the member experience• NPS - NICE Satmetrix Administrator: creating monthly reports for CEO and Executive Leadership Team• Regulatory Compliance - responding to Department of Business Oversight (DBO) and Better Business Bureau (BBB) complaints• Handling member correspondence to the CEO• Responding to Yelp, Google My Business, Twitter, and Facebook posts

Pleasanton, Ca

Dublin, California, United States

Oakland, Ca

• Managing a book of 200+ clients with on-boarding, training, coaching and mentoring to improve their online presence.• Editing client websites (WordPress plug-in and javascript) to add our patented technology.• Creating and optimizing Google and Yelp pages for optimum SEO.• Tools used: Salesforce, Slack, Zuora, Stripe, Talkdesk, RingCentral, GoDaddy, Meldium, LogMeIn.

Mountain View, Ca

• Solved escalated and technically complex customer reported cases on the product family of higher education software and DRM content via JIRA, Zendesk, Facebook, and Online Community.• Supported App platforms: iOS, Web, Macintosh/Windows OS.• Worked cross functionally with Engineering on Slack, PM, Design, and QA, as the customer advocate.• Provided feedback to the Development Process for improving product quality and reliability.• Collaborated with University Bookstore General Managers and Store Managers to resolve student issues related to digital content, creative problem-solving, understanding changes to established processes and procedures. • Coached and mentored offshore Tier 1 & 2 support agents on product knowledge and troubleshooting techniques.• Conducted weekly call calibrations with offshore partner management personnel.

Oakland, Ca

• Attended trade shows to market products to customers and vendors.• Organized distributors by providing training and industry knowledge geared towards increasing sales and profitability.• Created email campaigns via Constant Contact.• Processed, packed, and shipped product orders and marketing materials.• Worked with owner to create international distributorship agreement contract.

Mountain View

• Provided Tier 3 level support for QuickBooks Payroll and billing issues by partnering with off-shore support and development teams.• Worked cross-functionally with Marketing, Product Management, Finance, Operations, Sales, and the Design teams to resolve escalated customer issues.• Drove Self-Help and Self-Service initiatives to help reduce customer phone contacts while also increasing our presence in the online communities.• Advocate for customer and agent insights by sharing their pain points with the engineering team.• Focused on process improvement to eliminate unnecessary escalations to the Tier 3 team by addressing knowledge gaps of frontline agents for QuickBooks and Payroll functionality.• Improved engagement with our offshore partners and vendors by relationship building to reduce delays in escalation handling.• Submitted JIRA and Remedy tickets to resolve complex issues.

Mountain View, Ca

• Provided outstanding customer care and issue resolution for QuickBooks, multiple online products, and mobile applications via phone and/or email.• Exercised judgment for highly complex escalated issues within defined procedures and practices to determine appropriate action.• Analyzed root causes for customer issues and documented previously unknown solutions using software tools (Remedy, Bugzilla, Siebel, JIRA, QuickBase).• Identified trends and emerging issues, and communicated key customer concerns to the broader engineering and marketing teams as part of an iterative product development cycle.• Technical lead - coordinated and engaged with a broader customer care team (incl. offshore) to prioritize issues and synthesize key customer learnings.• Acted as a subject matter expert (SME) on the customer experience for our offerings, including communications with senior management and TNPS activities.• Tested features in software products from the customer's perspective, documented bug/issue resolutions in our online knowledge base, provided minimal sales/promotion of products and services.

Sold new beverage products to independent store owners, on-premise, and chain accounts.

State of California licensed agent sold individual health and life insurance policies to small business owners.

Prospected and nurtured leads, actively pursued new business relationships, and maintained active partnerships with established customers.

Matching employers to quality candidates nationwide in sales and sales management.

Outside SalesFace-to-Face, B2B cold callsSmall to Medium sized businesses

• Recruited internally by Product Development Team to facilitate company’s first web initiative in enterprise SaaS arena in US and Canada.• Received President’s Award for creating a program allowing programmers to view how clients use products and services in the field.• Served on Production Support team for issues in production such as website stability, performance, product roll outs, bug fix patches, security changes, and disaster recovery.• Managed relationship with valued Enterprise customers to ensure success with our products and services.• Collaborated with multiple levels of management and cross-functional teams on bug fixes, project timelines, and product roll outs.• Handpicked to serve on a board of panelists who led company in attaining CMM Level 3 status through certification process.• Experienced in agile, waterfall SDLC methodologies and defining and validating business requirements.• Led testing of projects from inception to completion while mitigating risk and pushing back on requirements creep.• Configuration Management Lead for the team – made sure we were in compliance for audits.

• Recruited internally by Product Development Team to facilitate company’s first web initiative in enterprise SaaS arena in US and Canada.• Received President’s Award for creating a program allowing programmers to view how clients use products and services in the field.• Served on Production Support team for issues in production such as website stability, performance, product roll outs, bug fix patches, security changes, and disaster recovery.• Managed relationship with valued Enterprise customers to ensure success with our products and services.• Collaborated with multiple levels of management and cross-functional teams on bug fixes, project timelines, and product roll outs.• Handpicked to serve on a board of panelists who led company in attaining CMM Level 3 status through certification process.• Experienced in agile, waterfall SDLC methodologies and defining and validating business requirements.• Led testing of projects from inception to completion while mitigating risk and pushing back on requirements creep.• Configuration Management Lead for the team – made sure we were in compliance for audits.

• Supervised daily operations, guiding teams in advising on technical issues while delivering superior client and end-user support which led to reaching our goal of 90% SLA (service level agreement).• Executed performance management initiatives, providing individual coaching and performance feedback and enforcing departmental policies and procedures.• Trained the trainers and provided the latest information on new projects and releases.• Participated with management in strategic planning of departmental goals and direction.• Completed employee performance appraisals to ensure high levels of productivity and performance.• Performed skilled based ACD routing of calls which led to greater customer satisfaction. • Recruited prospective candidates at job fairs and conducted talent assessment interviews.

• Supervised daily operations of the call center• Conducted call monitoring and provided daily feedback to the technical support analysts• Advised on technical issue

• Troubleshot software and hardware in Windows, and Network environments• Participated in Beta testing of new products and enhancements• Became SME for estimating applications• Conducted internal training for associates• Verbal and written follow-ups to measure client satisfaction.• Built solid cross-functional relationships which helped expedite client escalations

• In addition to performing all the standard duties of the Account Representative role:• Established new standards by which to measure territory performance• Acted as liaison between field representatives and management• Conducted cross-training courses for other associates

• Established, and maintained a client database of contacts and preferences• Mediated customer and client disputes• Troubleshot software and product challenges• Stimulated business in slow markets• Retained accounts on the verge of terminating business with us• Transitioned vendors from manual to automated information transfers

Claims managementVehicle damage appraisalsMedical Claims

Ba, Sociology

Activities and Societies: Varsity Soccer and Track TeamsGo Bears!

Education record