Erik Patko Email & Phone Number

Lancaster, Pa, Us

Mechanicsburg Pa

• Worked as supervisor for both the National Operations Technician and Specialist teams.• Promote positive relationships with customers, other departments and employees. • Maintain service levels for multiple functions and manage phone coverage. • Manage employee attendance, retention, training, quality employee performance and adherence to schedules. • Reduced turnover through better hiring practices, training and post-training support.• Document processes and procedures. Additionally, create documents for employee policies such as the Employee Incentive Program and Employee Attendance Policy.• Managed projects to improve and streamlining processes to cut waste, as well as projects to create workplace policies for customer service employees. • Assisted customers with questions relating to COVID procedures and acquisition in addition to deescalating everyday customer service issues.

York, Pennsylvania

• Developing training materials and classes to create supportive learning environments and drive positive performance.• Training employees how to process orders and handle order inquiry requests.• Creating call quality evaluation to standardize call monitoring.• Coaching call center agents to improve quality and performance.• Creating Knowledge Base to support agents and create consistency.• Using eLearning tools such as Adobe Captivate and Articulate Storyline to create training classes.

Mechanicsburg

•Developed the curriculum and materials to be used companywide across all facilities at the largest online pet supply company.•Trained thousands of employees on the various functions in the fulfillment center.•Worked in an extremely fast paced, ever changing and expanding work environment.•Developed lead, supervisor, and management teams through leadership training.•Improved employee engagement and retention while creating a safe work environment.•Improved processes to streamline production and boost growth.•Helped reduce turnover from 200% to below 5% through better employee engagement, training and support.•Developed a LEAN 6S program for the facilities.

Lancaster, Pennsylvania Area

• Managed multiple client accounts simultaneously.• Maintained positive relationships with all clients. • Promoted positive relationships with clients' customers. • Ran daily reports to maintain service levels, KPI's, and quality employee performance.• Managed employee attendance, retention, and adherence to schedules.• Ensured PCI Compliance.

Lancaster, Pennsylvania Area

• Developed curriculum and lessons for multiple client accounts. • Trained multiple client accounts in classes of varying size.• Maintained positive relationships with multiple clients simultaneously.• Performed Quality Assurance checks and monitored employee phone calls to guarantee positive employee performance.• Coached associates to improve overall performance and ensure consistency.• Primary source of knowledge for each account tasked to maintain, manage and train.• Made process improvements to streamline the training process; reducing training time and resources required while still receiving positive outcomes from learners.• Three-year member of The Jay Group workplace safety committee. Reported and investigated any accidents in the workplace, worked on accident prevention programs, maintained a safety culture within the company, assessed all ergonomic issues, developed outreach programs to help employees be more safety conscious, and inspected the premises (both in the Contact Center and Warehouse areas).

Bse Secondary Education, Social Studies, Seconday Education

Activities and Societies: Athletes Bible Fellowship, WIXQ (Millersville University's Radio Station), Dean's List (2008-2011)Completed.

Diploma, General Studies