Patricia Novak

• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
• Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Onboarded new employees with training and new hire documentation.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Discussed body treatment needs and expectations with clients to maintain 100% customer satisfaction.
• Collected detailed client information to create over 100 individualized plans to relieve pain, improve circulation, rehabilitate injuries and increase relaxation.
• Gave clients individualized suggestions for stretching, strengthening, postural and relaxation techniques.
• Improved customer satisfaction by finding creative solutions to problems.

• Built positive relationships with students.
• Observed and evaluated student performance and development and provided appropriate feedback.
• Participated in workshops and trainings to improve skills and learn new methods for classroom instruction.
• Cultivated and maintained strong member relationships by providing individualized service.
• Guided clients in safe exercise, taking into account individualized physical limitations.
• Maintained safety-oriented, neat and distraction-free studio, allowing participants to focus.
• Discussed diverse yoga disciplines and specific poses with students.

• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Reduced response time for customer inquiries by streamlining communication processes.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
• Maintained up-to-date knowledge of products and services to provide accurate information to customers.
• Developed rapport with customers, fostering long-term relationships and repeat business.

Avaya Inc. – Highlands Ranch, Colorado

Systems Application Specialist & Tier II Engineer, 1990 to 2013

Address and repair business communications systems for a high-volume technical call center. Perform account management; listen, process, and clarify client concerns to create customized solutions to meet their service needs. Generate billing and repair tickets in Siebel software program. Organize, schedule, and dispatch repair technicians.

Selected Contributions:

 Play key role in resolving critical telecommunications issue for a hospital.

 Integrate technology to enhance consumer experience; adeptly utilize self-help tools, internal

knowledge database, and Google online forums to resolve issues swiftly.

 Facilitate effective communication and information sharing between engineers, field services, business partners, client service managers, and executive leadership.

 Drive incremental revenue growth by identifying opportunities for sales upgrades.