Patrick Cihak Email & Phone Number

• The Manager, Post-Live Services oversees development and related services, managing a team of Post-Live Technical Consultants. The role involves planning, leading, and delivering post-live projects to existing.
• Foster a culture of service ownership and drive team engagement
• Drive efficiency and consultant experience (using data driven metrics)
• Show a growth mindset and be able to understand and drive technology change
• Actively seek opportunities for the team to grow within and across the organizationCoaching Skills
• Grow and develop team technically and speak on behalf of the team technically

Eden Prairie, Minnesota, United States

Built team of tier I support staff from 6 representatives to 16 in Eden Prairie, Minnesota and Montevideo, Uruguay offices to support 4000+ customers.Drove 11% increase in phone acceptance rate and average speed of answer (ASA reduction) from 2:43 to:57.Managed project to adapt Ascentis survey to UKG OSAT survey best practices and methodology, resulting in.

Greater Minneapolis-St. Paul Area

Led team of entry level intake phone representatives accountable for ASA, email time to response, and CSAT KPIs requiring attention to detail, time management, schedule planning, staffing, account and project management skills.Created comprehensive training plan for new hires to deliver consistent onboarding plan and reduce ramp time to provide meaningful.

Greater Minneapolis-St. Paul Area

Developed and documented training program to ramp third party in India to take on 75%+ of team workload in error queue.Created workflow and led pilot Level 2 Support group to roll out new support process geared toward decreasing time to resolution of customer issues.Established daily goals to maintain SLA in multiple queues and report on status of said.

Greater Minneapolis-St. Paul Area

Created the training program for new team members which involved creating documentation, scheduling training, developing and grading quizzes, and driving quality by reviewing their work and providing feedback.Facilitated meetings with development teams to improve relationship and quality of work.Led group of analysts on initiative to resolve customer.

Greater Minneapolis-St. Paul Area

Coached both Technical Support and Fulfillment Support on best practices through frequent activity in group chats, emails, desk visits, and meetings.Maintained professional and effective communication across various SPS teams.Delivered consistent, productive, and accurate results in day to day work on the Technical Support.Proficient in JIRA and Confluence.

Greater Minneapolis-St. Paul Area

Participant in Support Center pilot program as a new point of contact for customers in all phases of the sales cycle.Managed incoming emails from medium value customers as a Value Owner by motivating members to reach team case closure goals.Achieved high customer satisfaction scores while delivering results in case closure metrics.Provided chat support for.

Greater Minneapolis-St. Paul Area

Resolved production issues working with internal and external contacts to meet customer and/or trading partner deadlines.Assisted with transition of billing system from Softrax to to Microsoft Dynamics NAV ERP.Liaison between Customer Operations and Billing departments.

Bachelor Of Arts, Political Science

Education record