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 Strategyundefined
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
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