Patrick Hilgers Email & Phone Number

Denver, Co, Us

Longwood, Fl, Us

Orlando, Florida, United States

- Served as the main IT leader for 30+ resorts and the customer experience team, managing key relationships and focusing on long-term strategic partnerships with the GMs, Regional VPs, Global Head of Resorts, and the VP of Customer Experience.- Managed a dedicated team of 15-20 IT professionals, consisting of managers, Tech leads, Developers, and QA, both onshore and offshore. - Maintained a yearly project/sustainment budget over $1M, ensuring on-time project delivery and support for 4-5 critical business applications. - Created a new leadership development program, Pathways for Life, for all IT associates, mentoring the next generation of IT leaders.- Collaborated with sales, resort, and customer experience leaders to develop and maintain a 3-year technology roadmap for key strategic projects, managing the full lifecycle of those projects using Agile methodology.- Designed and implemented a customized WeCare guest escalation app in Salesforce, leading to a 1% increase in overall guest love score and reducing the time for resolving guest complaints.- Designed and implemented a front desk Paperless check in experience reducing check in times by 5-10%.- Expanded our technology footprint across all resorts, creating a financial model that included upgraded WIFI and IPTV solutions while maintaining a 0% increase in annual owner maintenance fees.

Orlando, Florida, United States

- Managed Salesforce vendor relationships and contracts, negotiating a $2M multi-year agreement.- Launched a transformational new Salesforce Service Cloud instance, resulting in a solid foundation for multiple future applications.- Streamlined our Contact/Lead database by reducing it from 17M to 3M through a de-duplication strategy.- Implemented two instances of Marketing Cloud, designing guest journeys to improve our marketing efforts and revamping the sales pipeline through multiple complex sales channels.- Designed and implemented an electronic contract application in Salesforce for commissioned sales reps, utilizing Opportunity/Proposal/Contract functionality, achieving 90% adoption.- Created a proof of concept using CPQ and demonstrated the application to lead executives, securing buy-in for Salesforce as a foundational product for Holiday Inn Club Vacations.- Designed and implemented a vacation package sales/reservation booking solution with 500+ users, with a heavy focus on commission sales, Products, Order/Order Lines, and Price Books. - Designed and implemented an owner portal/website integrated to multiple key technologies such as ContentStack (CMS), Mulesoft, and Salesforce.- Developed a revamped Case Management platform using Service Cloud to streamline the business processes and KPIs around the servicing of leads/prospects and contacts/owners.- Designed an automated folio email solution, using a combination of Service Cloud APIs and Marketing Cloud data extensions, reducing guest check out times by 8-10%.- Created a new Salesforce instance for our new Corporate Sales team, focusing on Lead to Opportunity and Opportunity to proposal, assisting in an increase in sales from $0 to over $100K in the first year.

Orlando, Florida, United States

- Implemented Salesforce Lightning interface to 100+ Capital Markets and Sales team users, focusing on improving data quality and automating key business processes.- Improved sales data accuracy from 80% to 99% with integrations between multiple systems. - Designed and developed a Predictive model solution for our sales team which provided lead scoring to help prioritize contacts based on the probability to sell our products.- Created a Salesforce Opportunity playbook for our sales team of 50+ users to track and manage their sales and forecasting efforts.- Developed a Facebook-style Contact detail page using Lightning components to improve the visibility of key data elements and historical activities.- Led training sessions for Salesforce projects and developed training documents to assist adoption. - Collaborated with Sales leadership to develop a suite of Salesforce reports/dashboards leading to a reduction of 30-45 days in yearly territory re-alignment processing time.

Orlando, Florida, United States

- Led an internal project team, focused on gathering requirements, collaborating with stakeholders, and managing project deadlines/deliverables with our internal development team. - Assisted the development/support teams through the clean-up process and communicated to the user community as appropriate. - Worked with the Marketing, Sales, and Operations team to coordinate a Big Data initiative for CNL Capital Markets. - Designed and implemented an internal development tool for tracking and managing internal IT projects.- Worked with sales leadership to develop multiple Salesforce reports/dashboards to improve territory management across our sales team. - Led training sessions for various technology projects and developed training documents to assist adoption.

Orlando, Florida, United States

- Achieved Salesforce Admin and Salesforce Developer (App Builder) certifications.- Provided end-user training and support, troubleshooting issues as a single Salesforce admin for 2 years before training replacement and getting promoted to Salesforce developer. - Configured objects/fields, layouts, reports/dashboards, and workflows to meet the needs of the business.- Managed setup, profiles/roles, and sharing rules to maintain data integrity and security for 150-200 users.- Cleaned up and removed over 10K lines of unnecessary/duplicative Apex code from our internal Capital Expenditures Tracking system (CETS) to improve processing time.

Orlando, Florida, United States

- Implemented Salesforce.com for our internal Capital Markets team of over 100 users, transitioning over all standard and customized CRM processes from SLX to Salesforce.com. - Implemented new CNLSecurities.com website and managed content updates through HTML development. - Designed and managed the internal documents/key resources/FAQ website (The Vault). - Developed monthly progress reports for the Executive Committee.- Updated and managed PDF/Word doc forms, reducing the time spent on the subscription process for our sales team and form maintenance for our customer service teams.

Mini Mba Leadership Program, Business Trends And Leadership

Completed accelerated mini-MBA program focused on a wide variety of business trends and leadership case studies.

Leadership, Leadership Development

Completed intensive 6-month leadership development program facilitated by the Society for Information Management (SIM)

Bachelor Of Business Administration - Bba, Business Administration And Management, General, 3.75