Patrick Rabitaille Email & Phone Number

Ponte Vedra Beach, Fl, Us

Product Owner of over 30 internal applications utilized by the PGA Tour. Team leader in transitioning the PGA Tour to Agile Methodology principles. Responsible for managing and prioritizing sprint releases and backlog items. Created all Acceptance Criteria for User Stories, Software Bugs, and Epics. Communicate regularly with Vice President, Directors, and department heads to discuss feature releases, software changes, and mandatory year end checklists. Managed all software support tickets through Zendesk application. • Proficient in Atlassian Tools: JIRA, Confluence, Slack. • Acted as Project Manager for multiple internal projects.• Set Yearly and Monthly checklists with Vice Presidents and Directors of multiple departments• Host daily stand-up Sprint calls, Bi-Weekly Sprint Refinement and Backlog Scrubbing meetings. • Experienced working with API and database pulls: Insomnia/Postman applications.• Proficient in AS400 application. • Manage all support tickets through ZenDesk application. • Experienced with AWS S3 Cloud practices and MySQL.

Alpharetta, Georgia, Us

Merger of GE/Wabtec/Kaleris provided opportunity for continued promotion from Analyst to Manager, to Regional Manager. Lead customer team, including international team members, in support of policies and procedures that ensure all software performance issues are resolved with high customer satisfaction. • Helped merge ShipXpress, PINC, and Railcar RX under the Kaleris Corporation umbrella. • Work with four product teams to oversee complex projects, review data trends, and discuss roadmaps for production releases. Manage level 2 US support team and 2 L1 customer support teams in Sri Lanka/India. • Raised C-Sat score from 88% to 98% through long/short term KPIs with support team. • Work directly with Level 3 Software Engineers to discuss fixes, enhancements, and production releases. • Act as Customer Success Manager, meet customers weekly to discuss goals, issues, and enhancements. • Create dashboards in case management software, ZOHO/Salesforce, to organize customer issues. • Proficient in Teamwork, Aha, Confluence, ZOHO, Salesforce, Harvest, and Teams. Utilize 3rd party software to help categorize and keep organization across all departments.

Pittsburgh, Pennsylvania, Us

Pittsburgh, Pennsylvania, Us

Responsible for providing expert software support services for shipper and rail customers, resolving issues for customers experiencing application workflow issues through communication with our internal support and engineering team.• Only individual team member responsible for three different products: EBOL, Yard, Rates• Assisted on other Shipper products for Portal and Trax including Salesforce cases and meetings• Self-taught EBOL, Yard, and Rates applications• Customer implementation - Led Demo’s for over 5 different customers overviewing our products• Helped lower total closing case efficiency across all Shipper products • Improved revenue margins by moving 40% of Shipper Tier 1 service requests to Sri Lanka• Assistant to team lead • Scheduled mandatory meetings between PM, CSM, engineering to efficiently discuss and close case work• Created instruction manuals for EBOL, Yard, and Rates for future employees• On-site assisted the implementation of Mammoth and Savage systems• Recognized hazardous EDI issues – helped fix EDI to be incompliance with FRA regulations

Darien, Connecticut, Us

Oversee Customer and Crew relations, responsible for the implementation of new programs, manage a team of four customer service representatives, review revenue cost and billing implementation• Became Primary Specialist within two years of work.• Knowledgeable over 25+ railroads and their fleet management.• Provide excellent customer service to all. • Worked with Senior Vice Presidents in creating new processes that implement billing strategies.• Lead, develop and motivate team/department. • Manage Implementation of new Quality Programs. • Help monitor revenue protection through communication and employee engagement. • Daily communication to inform team of organizational goals, achievements and areas of opportunity. • Perform other duties as assigned.• Part of the “Disaster Recovery Team” that was deployed during Hurricane Matthew and Irma.• Actively engaged in the company’s safety culture.

Cranberry Township, Pennsylvania, Us

Responsible for obtaining customer accounts through cold calling for the Freight Solutions Department. Guided my team of three logistic specialists through daily goals and responsibilities.• Contracted over 50 new customers to PLS Sales database.• Provided new customers with truck availability to help maximize supply chain growth.• Negotiated freight rates through mileage, cost and weight calculations.• Drive Metrics through communication and employee engagement.• Daily communication to inform team of operational goals, achievements and areas of opportunity. • Team monitoring, feedback, evaluations, training and observance of workflow • Ensure that the my team delivers exceptional customer service by providing daily feedback of calls and customer experience surveys • Developing relationships with leadership, and other departments