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•Act as a delegate for Directors during absence•Provide valuable feedback and recommendations for improvements to leadership and partners•Participate in new product betas and work with Product Managers on recommendations for product improvements

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 •Develop materials in-line with the specific sales and/or services opportunity requirements•Manage customer projects, including deliverables, billable time, and milestones•Consult and advise leaders across the enterprise on Five9 and Contact Center best practices, resulting in tangible results

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• Build reports and report templates containing relevant KPI’s and train Line of Business leaders on report analysis• Build and use research reports used to research caller issues• Manage user access, security administration, and change management• Document procedures regarding user access, security administration, and change management• Triage or escalate platform issues and outages reported to the IT Service Desk• Review platform release notes and communicate impacts to Lines of Business

• 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 and facilitate special projects across business units• Maintain a working knowledge of the bank's systems and applications• Apply technical skills to create a high efficiency, high production work environment• Serve as backup to the specialty areas within the business unit• Manage and maintain uptime of the bank's fleet of ATM's• Work with multiple business units and vendors to troubleshoot and resolve ATM issues• Schedule demonstrations of the bank's Online Banking, Cash Management, and Remote Deposit services onsite with existing and potential clients as needed

• 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• Maintain security protocols for online banking User ID’s and Passwords• Manage and update the information on the bank’s website• Provide Help Desk technical assistance to employees of the bank, including unlocking network accounts and resetting passwords• Troubleshoot and assist with PC related issues• Refer network-related Help Desk issues to the Network Administrator• Assist the Day Operator with processing, encoding, and balancing the bank’s daily transactions• Work with the retail staff to resolve customer service issues, online banking issues, and teller transaction issues• Comply with legal subpoenas and customer research requests by compiling financial documents from archived digital files

• 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• Meet and greet clients on a first-name basis• Maintain a high score on the mystery shop program (>90%)• Assist clients in choosing the best banking products and services for them• Assist clients with banking questions and concerns on a face-to-face level• Assist clients over the phone with banking needs or concerns• Maintain a working knowledge of current banking regulations• Assist with critical decision making• Assist with teller transaction overrides• Act as a backup supervisor for the teller line• Conduct teller audits and assist with weekly ATM machine balancing• Maintain and balance a cash drawer and act as a backup teller• Maintain and balance a vault• Conduct supply orders for the branch• Abide by all security and technical procedures when opening and closing the bank• Promote the "Tell-a-Friend" referral program• Assist in general upkeep and appearance of the bank• Merchandise and display the free gifts