Patrick Still Email & Phone Number

• Supervised and mentored associates, assigning duties and ensuring efficient workflow.
• Delivered comprehensive training to associates on processes and procedures, ensuring a thorough understanding of job requirements.
• Proactively monitored and evaluated associate performance, conducting bi-weekly Touch Bases to address areas of opportunity and provide support.
• Fostered positive relationships with associates, promoting a collaborative and motivating work environment.
• Conducted regular reviews of contacts and provided constructive feedback to associates, highlighting areas for improvement.
• Successfully contributed to improving productivity within the Account Review Team and meeting performance goals for 30 associates.

• Oversaw scheduling and forecasting to optimize availability and made real-time adjustments to improve departments efficiency and effectiveness
• Developed and implemented a Plan of Action to optimize service level with low availability and high volume.
• Monitored and responded quickly to changes in call volume, staffing levels, and agent adherence across the contact centers to ensure that maximum performance was maintained.
• Identified and responded timely to intervals that required remediation strategies as they occurred in relation to low staffing, average call wait time, and call abandon percentages.
• Provided insight on trends and patterns that could optimize departments' service levels.
• Maintained at or above 90% Service Level for multiple departments.

Bentonville, Arkansas, United States

• Provided associates with the best resolutions for incoming specialty process questions and escalated issues by monitoring incoming support requests.
• Participated in Field Observations with upper leadership to understand the root cause of system issues, gaps impacting operations, and system development opportunities while determining feasible resolutions.
• Analyzed and interpreted customer and associate feedback by understanding data trends; monitored key performance reports (including listening to live calls), identified root causes of escalations, and trends to further.
• Formatted and compiled data into feedback reports to share with Team Leaders and Managers to help with associate level improvement and coaching opportunities.
• Demonstrated up-to-date expertise and applied this to the development, execution, and improvement of action plans by providing knowledgeable advice and guidance to associates and peers.
• Advised and supported entry-level agents with escalated issue queries while driving a better understanding of the root issue.

United States

• Handled escalated concerns regarding Walmart.com payment questions.
• Provided superior customer service to achieve prompt and seamless resolution for customer satisfaction.
• Effectively maintained healthy relationships with peers and leadership.
• Partnered with key stakeholders to identify and resolve complex issues.
• Developed and implemented processes and practices to analyze account concerns.
• Provided advice and feedback to ensure account issues were properly met.

• Part of a hands-on team working on-site on a companywide SAP implementation project, providing functional expertise, guidance, presentation, and instructions to peers.
• Taught Tyson Team Members the principles of effective work planning and created how-to tutorials of SAP PR3 to SAP S/4Hana.
• Acquired substantial experience in the SAP GUI navigation, over 50 core and company specific transactions.
• Oversaw the enterprise inventory management changes throughout multiple departments in plants and continuous improvement opportunities as well as ensuring sustainment after implementation.
• Assisted in Hypercare and testing procedures to implement new transactions codes.

Austin, Texas, United States

• Established and maintained more than 45 business accounts
• Assisted in managing the success of 2 flagship branches and 1 airport
• Handled customer service concerns to result in positive customer service
• Maximized profits by meeting daily/monthly sales goals and growing our fleet
• Built and maintained effective relationships with peers and upper management
• Recognized by management for excellent progress in training and sales