Patrick Scanlan Email & Phone Number

Williamsburg, Ma, Us

* Manage an international team of Support Agents (US, UK, South Africa) to provide excellent, authentic support and reach KPIs.* Actively participate in the continued growth and professional development of direct reports* Set and track KPIs across customer support to provide fast, efficient service* Lead Customer Experience initiatives to combine success and support teams into a united customer-driven group.* Catalogue and raise incidents with Development and Leadership teams through the software lifecycle to advocate for customers and push for timely resolutions

Remote

* Continued my same duties from the Senior Customer Support Analyst role* Managed the US Support Team to achieve KPIs and personal growth via weekly 1:1s* Hosted learning sessions for other agents to discuss questions, problematic issues and increase their platform knowledge* Managed time-off requests and coverage for the US Support Team

Remote

* Solved Support Tickets via Chat, Email, Phone and Zoom screen shares with current users and trialists.* Multi-product support (Web app, Mobile App (iOS & Android))* Created support documentation for the knowledge base* Worked with an international team across multiple timezones to provide an exceptional customer experience.

Orlando, Florida Area

* Collaborated with organizations across The Walt Disney Company (Marketing, Sales, Operations, Compliance, etc.) to build and manage scope expectations* Worked with multiple lines of business under the Disney Signature Experiences banner to document business requirements and define/discuss product roadmaps* Supported multiple cross-functional teams/development studios to ensure a solid understanding of the defined scope* Translated the digital strategy into prioritized user stories and business requirements to ensure appropriate delivery of those requirements across the development lifecycle* Translated the digital vision into presentations that are shared with Executive audiences and partners across the Organization* Worked with creative partners to ensure assets developed in support of a feature (visual design, content strategy, copywriting, etc.) adhere to the strategic vision* Delivered completed products on time and on budget in both Digital Guest Experience and Marketing & Lead Generation spaces to increase leads and customer satisfaction * Tracked KPIs with the analytics team using Adobe Experience and Clicktale to verify product is hitting requirements, or to make adjustments if needed

Gainesville, Florida Area

* Ran Agile scrum ceremonies for feature & sustainment teams* Prioritized and groomed features in the backlog to be worked on for current and future sprints* Worked with developers on features from inception until release, to ensure features come out with high quality and minimum issues* Built out product roadmap for sustainment team to address customer issues* Answered product/functionality questions from the development team that arose to remove roadblocks* Created feature tickets, user stories, and acceptance criteria for future projects in JIRA​

Gainesville, Florida Area

• Ran targeted competitive analysis for features new and old to make sure customer needs are being met.• Used SQL & BI tools such as Sisense to analyze and draw conclusions from our user's activity.• Worked with Customer Success team to use data to identify features that keep users sticky to help lower attrition rates.• Created feature tickets in Jira that get sprinted and go through the development process.• Coordinated with the Marketing and Product teams to run analysis on current users which are used to make pointed future platform decisions.• Collaborated with training team using Pendo for application analytics, segmentation and guide creation.

Gainesville, Florida Area

• Managed a group of support engineers under the Data I/O team banner.• Handled difficult support cases that needed to be escalated to a higher level.• Trained all new hires on the areas of the application related to Data I/O and JIRA ticket creation.• Created publicly available help documents for areas of the application under myexpertise.

• Responded to support tickets in the Desk & Zendesk applications and via telephone to resolve client issues within the SharpSpring application.• Collaborated with the I/O team in solving import/export, sales pipeline, and contact related issues.• Spoke with clients via telephone to resolve their application issues together.• Created bug tickets within JIRA to be resolved by the development team.

• Worked with a unit of testers to provide a better experience for the consumer through rigorous testing of products at Trendy Entertainment • Completed test plans on strict deadlines and developed skills in JIRA • Worked directly with designers, programmers and producers to create and ship multiple completed products Shipped Projects: Dungeon Defenders: Eternity (PC/Mac/Linux)Dungeon Defenders 2 (PC/PS4)

Bachelor Of Science (B.S.), Computer Science

Education record