Patrick Scanlan Email & Phone Number

* 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.

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.

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.

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