Patrick Rioux Email & Phone Number

Toronto, On, Ca

Product Support• Responsible for daily operations and support of various web properties• Create, edit, publish and update all content on Royal LePage web properties through the use of Content Management Systems (CMS)• Work with product managers, vendors, and content creators to maintain and develop SEO strategy• Tracks and analyze traffic and trends to ensure websites are optimized for SEO• Participate in product design, re-design, development and improvement discussions, while providing problem-solving solutions to maximize the benefits of the Royal LePage’s suite of products and services.• Proactively identify system issues and provide/assist in finding solutions.People Management• Responsible to hire, train and manage members of the Royal LePage Customer Care Team composed of Technical Help Analysts and Operations Support Analysts.• Provide coaching/mentoring and identify skills and training opportunities for career progression• Manage, monitor and improve processes to ensure timely resolution of issues while ensuring that all customer interactions are meet the high qualitative and quantitative standards set by Royal LePage.• Coordinate with the Customer Care team and other levels of support to ensure issues and escalations are quickly resolved.• Responsible to receive and handle complaints and escalations for the Royal LePage network, as well as members of the public, escalating and engaging the relevant stakeholders when necessary

Toronto, On, Ca

• Create, develop and manage content for Royal LePage web properties through various CMS• Oversee delivery of collateral with designers, copywriters and translators• Maintain a consistent look and feel throughout all web properties according to brand guidelines• Implement SEO strategies and keep current on best practices to increase in Web traffic and page ranking• Track and report on all site metrics (Google Analytics, ComScore)• Develop social media strategies and action plans aimed at target audiences• Responsible for gathering requirements, provide UI/Design feedback, managing project timelines, testing and deploying of new releases and enhancements• Manage road map and evaluate the life cycle of web properties, including decommissioning, redesign and launch of new web properties• Coordinate with other producers, subject experts, programmers, and external vendors to ensure necessary assets, materials and enhancements are delivered to complete projects on time• Responsible for bug escalations, troubleshooting, UAT testing and production releases• Manage and serve as point of contact with various vendors • Solicit proposals and assist in choosing vendors to ensure they meet the needs of projects

Toronto, On, Ca

• Managed vendor and supplier partnerships, including the delivery of associated services to a network of real estate broker/owners and sales representatives• Developed new partnerships that service broker/owners and sales representatives• Reported to stakeholders key performance indicators• Managed customer service escalations and vendor compliance• Produced and scheduled promotion and communication related content • Investigated competitive landscape in order to stay current on competitive offerings• Managed supplier relationships account to ensure quality standards and sustain mutual benefit• Supported the costs of delivering partnership services• Created and fine-tuned processes to streamline sales and operations

Toronto, On, Ca

• Product Management and vendor relations • Product promotion through new agent orientation, conferences, other departments or through key supporters in the Royal LePage network • Provide technical and sales assistance to Royal LePage agents, brokers and administrators

Toronto, On, Ca

• Provided email, intranet tools support and technical assistance to Royal LePage agents, brokers and administrators • Escalated issues and liaised with vendors and other departments as needed• Recognized for troubleshooting abilities and leadership• Worked with IT, Training and Finance departments to implement efficient tools and procedures

Busan, Geumjeong-Gu, Gyeongsangnam-Do, Kr

• Taught English as a Second Language • Developed curriculum and classroom material for all levels of students• Managed, assessed and graded over 400 students per semester • Presented and Participated in Professional Development Seminars