Patrick Depalma Email & Phone Number

San Francisco Bay Area

San Francisco Bay Area

* Currently managing a hybrid customer success/support department which balances being both reactive and proactive; to strengthen customer relationships, define best practices, and strategize on increasing efficiency throughout the customer’s organization.* Successfully reduced support first response time by 60% and reduced the support backlog by over 500℅ of the weekly average of tickets. This was done by implementing a number of different internal SLAs, automations, and workflows to streamline Zendesk and the department as a whole.* Co-led the implementation and onboarding of two Fortune 500 companies, including but not limited to; designing the ideal workflow, establishing best practices, and training of the company's power users.* Currently managing the integration of WalkMe into our platform to provide assistance within the application, reduce churn, streamline the onboarding process, and introduce new product features.* Key member of various cross functional product development teams that design new features, enhance the customer experience, and resolve systematic issues.

Santa Clara, Ca

* Managed up to 4 tiers of internal and external e-commerce support, with up to 6 direct reports at once.* Attended monthly product/roadmap meetings C-level executives, as expert on proprietary software and customer relations.* Handled the merging of 2 support departments when Printroom was acquired in 2012, including the merge of Salesforce instances in 2013.* Expanded responsibilities just before acquisition to include accounting duties: assisting in closing the month, refunding customers, and handling chargebacks.* Created a new business analyst department for the FanPhotos division.* Created new methods to analyze data and add to KPI reports for upper management.* Worked with CTO to improve 8 proprietary software platforms by suggesting UI/UX changes, QAing new builds, and working with field managers to discover and fix new issues.* Direct reports completed over 300,000 B2B/B2C cases within 4 years.

Santa Clara, Ca

* Managed 3 tiers of support (customer, account, and technical) that assisted businesses in using proprietary software and online platform.* Handled customer support for the businesses’ end users.* Salesforce Administrator for the entire company.* Created monthly reports on support departments and customer satisfaction surveys to; increase visibility for upper management, discover vendor delays, highlight potential employee issues, and increase efficiency.

Santa Clara, Ca

* Worked with CTO to improve 8 proprietary software platforms by suggesting UI/UX changes and QAing new builds. * Distributed and trained field managers on proprietary company software.* Sole person handling 24/7 internal technical support regarding software platforms.* Assisted partner photo organizations and professional sports teams (SF Giants, Boston Red Sox, NY Yankees, etc.) with the use of company software.

Santa Clara, Ca

* One of two reps managing business accounts, including professional sports teams, in using company software and website.* Led frequent WebEx training classes on proprietary software’s for Mac and Windows systems.* Trained businesses on selling best practices, pricing structures, and optimizing marketing objectives.

Santa Clara, Ca

* Assisted photographers and customers throughout the ordering process.* Utilized Photoshop to enhance images based on customer requests, including; removing people in the background, color/contrast balance, etc.

San Jose, Ca

* Established an eBay-based business buying, refurbishing and selling video games, video games systems and accessories.* Using an initial $100 investment; shipped nearly 500 items in my fourth month, totaling $15,000 in revenue.* Built and managed a network of dependable suppliers and vendors.* Answered customer’s questions/inquiries daily via email and phone.* Used a variety of software applications for; the listing of inventory, creating of shipping labels, and management of sales and pricing.

•Processed incoming University of California students’ campus choices and all updates to their applications through the combined ETS and UC application data base.•The only person in the department entrusted with specific database inputting and functions.

•Compiled and sorted all information on hundreds of students affiliated with the College.•Registered all incoming freshmen students and distributed the required information.

B.A., History

Education record