Summary
Overview
Work History
Education
Skills
Timeline
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Nathanial Patlovich

Summary

Driven and ambitious implementation professional looking to grow and learn in a challenging and stimulating environment. Highly experienced in building client relationships, effectively managing multiple team projects, and developing team members to deliver an exceptional client experience and positive business results.

Overview

8
8
years of professional experience

Work History

Implementation Lead

Paylocity
06.2023 - Current
  • Supervise the work of Implementation Consultants on a day-to-day basis, providing training and technical knowledge and support as needed.
  • Facilitate weekly account reviews in a 1:1 setting with ICs to ensure projects stay on schedule, provide client feedback to the IC to ensure accountable ownership of client issues, and identify and address potential push risks.
  • Partner with the implementation manager on developing strategies for reducing key escalation drivers to improve the client experience, balance the workload across the team, and identify and address potential revenue risks.
  • Identify areas of focus for coaching underperforming ICs, review data analysis regarding 1st year client revenue risks post-implementation, and develop ongoing strategies for team success in partnership with senior leadership.
  • Fostered a stronger relationship with our Client Services partners by aiding in escalation research and providing education to new service leaders on the implementation process and life cycle.
  • Developed strong and lasting relationships with internal technical resources and the regional sales team to ensure the best possible client experience.

Client Services Lead

Paylocity
08.2021 - 06.2023
  • Lead teams on Emerging Markets, Major, and Enterprise tiers with excellent metric results and client revenue retention and satisfaction.
  • Successfully retained several at risk client relationships by proactively addressing potential issues and resolving urgent client concerns accurately and timely.
  • Managed team client portfolio representing more than $20 million in annual revenue with minimal losses.
  • Advocated for needed changes in Client Services throughs several pilot programs
  • Maintained positive performance through frequent team changes/updates
  • Developed several direct reports to promote to higher level positions within the organization including the Executive Account Manager and Client Services Lead roles.

Account Manager

Paylocity
07.2020 - 08.2021
  • Intake client inquiries via phone and email of the full Paylocity suite, providing project management, root cause analysis, and technical solutions with client first values.
  • Built strong relationships with clients by owning their issues and coordinating partnerships with multiple stakeholders to advocate for client needs.
  • Managed a client portfolio representing over $1 million in annual revenue.
  • Educated clients on system navigation, automation tips and tricks, and self-service configurations.
  • Mentored new hires, establishing relationships in the virtual working space to provide technical support and grow their skills after their transition from formal training.
  • Attained two Advanced Certifications for technical work in client security setups and the General Ledger module

Customer Service Supervisor

Kohl's Department Stores
10.2017 - 07.2020
  • Served as Manager on Duty, and performed opening and closing duties; key carrier.
  • Worked directly with executive store management to oversee the operations and drive $10 million in annual sales revenue.
  • Directed the workflow of store associates to ensure a positive and consistent customer experience.
  • Resolved escalated customer issues
  • Supervised points of sale, service desks, store cash office, and staff in these areas.
  • Facilitated ongoing associate training to ensure compliance with corporate policies and Payment Card Industry Best Practices
  • Drove credit and customer engagement metrics, consistently meeting and exceeding goals.
  • Conducted interviews, made hiring decisions, and facilitated new employee orientations.
  • Awarded District Store of the Month February 2018 and October 2018.
  • Awarded Top Regional Supervisor for Personal Credit Generation, October 2019.

Customer Service/Cash Office Associate

Kohl's Department Stores
11.2015 - 10.2017
  • Worked as a dedicated team member of the Kohl's team.
  • Processed daily cash and check deposits.
  • Balanced all cash registers in the store and ensure accurate accounting of over $50,000 in cash assets daily.
  • Audited cash office discrepancies and investigated shortages in partnership with Loss Prevention.
  • Operated the store customer service desk and assisted customers with sales, complex transactions, returns, price adjustments, charge card and billing inquiries and facilitated the opening of new charge accounts.
  • Attained an in-depth knowledge of Kohl's products, specifically credit and other loyalty programs
  • Awarded Associate of the Month, June 2016, and September 2017.

Education

Economics And Finance -

Boise State University
Boise, ID

Engineering -

Oregon State University
Corvallis, OR

High School -

Boise High School
Boise, ID

Skills

  • Relationship building
  • Strategic planning
  • Client management
  • Exceptional customer service
  • Team management/development
  • High volume operations
  • Effective issue resolution
  • Complex problem solving
  • Technical communication
  • Project management

Timeline

Implementation Lead

Paylocity
06.2023 - Current

Client Services Lead

Paylocity
08.2021 - 06.2023

Account Manager

Paylocity
07.2020 - 08.2021

Customer Service Supervisor

Kohl's Department Stores
10.2017 - 07.2020

Customer Service/Cash Office Associate

Kohl's Department Stores
11.2015 - 10.2017

Economics And Finance -

Boise State University

Engineering -

Oregon State University

High School -

Boise High School

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Nathanial Patlovich