Calvin Patterson
Sr. Account Manager
Kansas City,MO
Summary
Results-driven Operations Manager experienced in driving customer-centric programs and leading organizational change. Skilled in analyzing customer touchpoints, crafting CX solutions, and facilitating workshops to enhance the customer experience. Strong communication and strategic thinking abilities with a passion for customer advocacy.
Overview
11
11
years of professional experience
Work History
SR. ACCOUNT MANAGER
ATHLETE NETWORK
02.2023 - Current
- Develop strategies and track customer engagement with goals to increase customer adoption and product utilization for the company
- Interpret customer needs and feedback to influence software functionality and enhance the overall customer experience
- Implemented training programs and change management methods for customers to quickly adopt the
- Athlete Network software
- Required to have strong communication and interpersonal skills for collaborating effectively with stakeholders at all levels.
ACCOUNT MANAGER
ATHLETE NETWORK
08.2022 - 02.2023
- Cultivated trusted relationships with customers
- Currently projecting to increase customer satisfaction scores by 20%
- Utilized CRM software Salesforce & HubSpot for managing customer relationships and tracking engagements
- Analyzed data using tools like Excel and Power BI to identify customer pain points and develop innovative solutions.
OPERATIONS MANAGER
PLANET FITNESS
01.2020 - 08.2023
- Managed operations for 60+ locations across multiple states, impacting customer experience and implementing process improvements
- Led as end-to-end Project Manager for new stores, training, and standardizing procedures
- Collaborated with support departments on customer journey and vendor relationships.
AREA MANAGER
PLANET FITNESS, TEXAS
10.2017 - 10.2020
- Successfully led 20 General Managers, providing leadership and support
- Managed a portfolio of area stores generating $34M+ annual revenue YoY as of 01/2022
- Helped implement a new Customer Journey process, resulting in improved check-in/out processes, increased Planet Fitness app adoption, and enhanced customer safety measures
- Led strategic planning of renovations to stores in greater Texas.
AREA MANAGER
PLANET FITNESS, GREATER KANSAS CITY
11.2012 - 01.2017
- Direct report for 10 area locations
- Operations lead, hiring responsibilities, KPI report analysis and new customer onboarding
- Project lead for new stores in Belton MO, Shawnee KS, and Mission KS
- Held previous roles as Fitness Instructor and Store Manager prior to promotion.
Education
BACHELOR OF SCIENCE - Exercise Science
University of Central Missouri
Warrensburg, MO 08.2008 - 1 2012
Skills
Customer Experience StrategyStrategic ThinkingChange ManagementHiring and CoachingCustomer Relationship Management (CRM)Communication and Interpersonal Skills
Strategic planning
Territory Management
Business Development
Account management
Multi unit management
Timeline
SR. ACCOUNT MANAGER
ATHLETE NETWORK
02.2023 - Current
ACCOUNT MANAGER
ATHLETE NETWORK
08.2022 - 02.2023
OPERATIONS MANAGER
PLANET FITNESS
01.2020 - 08.2023
AREA MANAGER
PLANET FITNESS, TEXAS
10.2017 - 10.2020
AREA MANAGER
PLANET FITNESS, GREATER KANSAS CITY
11.2012 - 01.2017
BACHELOR OF SCIENCE - Exercise Science
University of Central Missouri
08.2008 - 1 2012