Patrick Gaines Email & Phone Number

San Ramon, CA, US

• Perform and excel in all the current responsibilities of a Technical Account Manager
• Mentor and support new TAM’s during their onboarding
• Act as a subject matter expert for the greater team
• Manage complex Enterprise Clients with highly technical environments
• Manage and work inter-departmentally to ease customer escalations
• Participate in team Knowledge Shares and provide value to the greater team

San Ramon, CA, US

• Manage Enterprise Clients that have purchased Five9's Premium Support offering
• Manage the day-to-day operational and tactical aspects of multiple customer implementations and escalations; effectively communicate plans, progress and status both internally and to Customer organization
• Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site
• Partner with Customers to optimize the Five9 call center software solution
• Articulate the value of Five9’s Services through presentations, demonstrations and open discussion with customers
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization

New Orleans, Louisiana, US

• Partner with Line of Business leaders to act as the Subject Matter Expert on the cloud Contact Center platform
• Work with Project Coordinators to build and implement project plans to bring Lines of Business onto the platform
• Scope, Build, Test, and Deploy changes and updates to Campaigns, Interactive Voice Routing (IVR), and other supporting assets per Line of Business requirements
• Work with other IT resources on cross-platform integrations
• Manage both Inbound and Outbound Campaigns
• Train Business leaders on platform best practices and applications

• Analyze quality control and production reports monthly and identify weaknesses within the assigned business unit
• Perform technical training to address accuracy weaknesses
• Review and identify inefficiencies in the workflow processes and procedures
• Manage special projects to increase automation and accuracy and to reduce redundancy and waste
• Maintain working departmental procedures
• Work with Manager to assure no major or repeat audit findings are cited

• Manage the online banking, online bill pay, interbank transfer, e-statement, and IVR systems and applications
• Process applications and set up new accounts for online banking, online bill pay, and e-statements
• Assist clients via phone with customer service issues relating to the online banking system and associated applications
• Maintain uptime of the online banking systems
• Work with the third-party provider to troubleshoot system errors
• Unlock and reset passwords for clients after properly verifying identity

• Open new deposit and savings accounts for new and existing clients
• Open safe deposit boxes and maintain records
• Process lending applications for deposit secured, unsecured, and lines of credit
• Service new accounts by following up for the first 90 days
• Promote and cross-sell banking services and products on a face-to-face level
• Follow up on teller referrals for prospective clients