Patrick Hanna Email & Phone Number

Tucson, Arizona, Us

Managing a portfolio of ~15 million in annual revenue on Amazon and other multi-channel platforms increasing top line revenue by more than 40% YoYMentor and train junior team members with career development in Project Management, Strategy, Leadership Development and with all aspects of selling on AmazonHead of Amazon Technical Account Management, effectively escalating and resolving various complex issues for clients selling on Amazon, saving tens of thousands of dollars in potential loss of salesLead cross-disciplinary teams (Alpha Teams of Developers, Designers, Copywriters and Project Managers) from concept to development on multiple e-commerce initiatives using Scrum and Agile methodologiesMeet with clients on a weekly basis to report on business metrics, updates, deliverables and present strategic plans of action to continuously increase top line revenue and overall brand developmentContinuously streamlining operational processes and procedures by identifying gaps and implementing solutionsTrain appropriate departments on new processes and develop new documentation including SOPs and training materialsCoordinate priorities, timelines, and workloads to balance capacity and demand across all teams to deliver proper expectations to our partners and stakeholders

As an ongoing passion of mine, I am self employed, providing quality home improvements and repairs:Providing handyman services for home owners and property managers including repairs and home improvement.Successfully troubleshoot and determine issues, providing effective solutions in timely and efficient manner.Ensuring customers are completely satisfied and effectively able to mitigate any issues that may arise, always focusing on the customer first.Skills include Drywall · Painting · Plumbing · Electrical · Home Fixture Installation/Assembly · TV mounting ·Carpentry · Flooring Installation · Other various home repairs and improvements

Responsible for recruiting and training volunteers to perform virtual canvassing on Facebook for the 2020 presidential election.Created training materials, performed quality assurance and regularly communicated to volunteers with current events necessary to properly educate potential voters.Worked closely with organizations affiliated with RootsAction and performed door-knocking/canvassing in Wisconsin to turn out the vote for the presidential election of 2020.

Mountain View, California, Us

Contracted position to assist with the creation of a new team responsible for investigating and streamlining gaps in service efficiency and effectiveness within the Intuit TurboTax division.Collaborated with PMs, System Engineers and other high level members of leadership to perform data driven analysis in the effort to improve and eliminate wasted costs associated with a customer service agent's average handle time.Main responsibilities included documentation, SOP development, and agent training. Designed a comprehensive playbook in the event an organization service outage was to occur among other workarounds should tools and systems fail.

Seattle, Wa, Us

Site Trainer for Amazon's Seller Support Technical Account Management TeamTrained new hire associates in preparation to support third party sellers using Amazon’s Seller Central software platformConducted specialty training for associates including up-skill training and leadership developmentDeveloped and designed instructional material to assist with facilitation and improve the learning processAssisted with new project launches, working directly with program owners and instructional designers to improve training Trainees achieved and maintained outstanding customer service satisfaction scores upon exiting trainingWorked with underperforming agents by creating workshops to effectively increase customer satisfaction scores from 60% to 85%Mentored and trained junior associates career development assigning projects to help design instructional content and assist with trainingWorked closely with BPO partners and traveled worldwide to train outsourced associates

Seattle, Wa, Us

Program Management and Catalog Quality Specialist for Amazon App Store, Content Policy teamCollaborated with multiple teams and stakeholders to mitigate potential legal issues while ensuring legitimate app developers were not mistakenly affected by policy violationsDeveloped and initiated internal processes to improve and streamline department operations including the reduction of service level agreements from an average of 6.2 days to 1.18 daysIdentified training gaps, developed training materials and facilitated live and virtual training sessions for catalog associates responsible for reviewing apps triggered by a potential policy violationIdentified and implemented solutions to ongoing department wide issues that benefited multiple teams, stakeholders and app developersEffectively defined the resources required for completion of a required for completion of a project and allocated resources accordingly

Seattle, Wa, Us

Account Manager for 3rd party Sellers on Amazon.com and Specialty Trainer for Seller SupportAccount Manager for the Seller Support Escalations working on cases with high volume clients involving complex technical complications, while maintaining a quality customer experience and implementing continuous process improvementProvided continuous training and coaching as a subject matter expert and team lead for new hire and seasoned associatesTrained new hire classes and specialty courses using a variety of learning techniques to create a learning environment for all adult learning stylesTraveled internationally to train partner associates to handle inbound Seller Support contactsActively sought solutions to customer needs, communicated trends to leadership and suggested innovative solutions on behalf of the customer experience

Mountain View, California, Us

Charged with the development and delivery of training of new hire and temporary phone representatives across regional sites and the monitoring of service delivery and process to continuously identify areas for improvement. Provide effective team leadership, supporting, managing and assessing quality of customer service.Played a key role in the development of internal tools used by Risk Agents by actively participating in special projects.Created innovative training materials and resources such as instructional documentation, visual aids and training handbooks along with daily/weekly itineraries for newly hired risk agents.Conducted on-site service and process training to Merchant Service Representatives on the handling of Risk Calls.Developed a highly innovative knowledge database of escalated risk management inquiries to enhance quality of risk management, issue resolution and improve agent performance.Devised and implemented internal chat system to support Merchant Service Representatives in risk related queries that reduced call volume.Authored comprehensive multiple Risk FAQ articles for external customer use.Recipient of ‘Tucson Risk Leadership Award’ 1st place 2012 for the development and implementation of continuous improvement strategy enabling enhanced customer support, thorough development of knowledge based articles.Presented to audiences in a training/classroom environment delivering helpful risk management knowledge and education.Facilitated the development of a highly effective document distributed to customers, which highlights and explains in simple terms key risk management segments with the merchant agreement.Continued to take on responsibilities as a Risk Investigator.

Mountain View, California, Us

Protected Intuit and its customers against financial losses and fraudulent activity generated by credit card processing within the Payment Solutions Division.Analyzed merchant parameter violations for processing irregularities and fraud indicators on daily basis.Provided excellent customer service effectively educating and communicating with merchants regarding the risks associated with credit card processing.Proven ability to organize and prioritize workload, meet deadlines and work in a high volume work environment while maintaining a performance level within the top 10% of the department.Prevented over $1.5M in fraud and losses to Intuit and their merchants with quality funding decisions.

Bachelor Of Arts (B.A.), Political Science And Government

Japanese Studies