Patrick Lavin

Executed thorough review and processing of all order forms and amendments for the U.S. market.

Facilitated sales team adherence to accuracy and compliance standards in the absence of CPQ.

Reviewed and revised legal language to rectify errors made by sales team.

Verified accuracy of terms prior to final signature.

Directed project initiatives, including backfilling opportunities in HubSpot, ensuring data integrity.

Oversaw hygiene reporting and audit processes to ensure compliance with health standards.

Acted as a CPQ launch development partner for RevOps team, driving project success.

Executed testing and configuration processes to ensure system reliability.

• Oversaw project deliverables by coordinating efforts of cross-functional teams to meet scheduled timelines.
• Optimized workflow processes to enhance operational efficiency and minimize turnaround times.
• Analyzed project performance metrics, facilitating adherence to organizational goals and objectives.
• Directed cross-functional teams to ensure timely and budget-compliant project execution.
• Analyzed stakeholder feedback to identify and drive initiatives focused on process improvement and innovative solutions.
• Facilitated successful outcomes for US East sales through effective support of the deal desk team. Drove contributions that positively impacted sales operations.
• Spearheaded development of processes and system changes to enhance operational efficiency.
• Achieved streamlined pricing negotiations through effective collaboration with sales on non-standard classifications. Realized improved pricing coordination by partnering with sales to review and negotiate non-standard classifications. Delivered enhanced pricing strategies by coordinating with sales teams on negotiation and review of non-standard classifications.
• Crafted comprehensive terms for customer agreements, resulting in the delivery of 800+ winning offers and facilitating a 20% improvement in offer acceptance rates.
• Drove strategic initiatives to achieve revenue growth.
• Analyzed and addressed conflicts between customer demands and internal processes to ensure alignment and satisfaction.
• Implemented strategies to decrease deal cycle duration by 50%, fostering strong and lasting customer relationships.
• Executed quality assurance processes on service orders to ensure accuracy during monthly close.
• Oversaw finance hand-off activities, verifying data quality and ensuring precise reporting within SFDC/CPQ.
• Coordinated efforts of global team during high-demand phases; led onboarding initiatives for new team members and account management. Managed workload distribution for global team during peak times; oversaw the integration of new hires and account responsibilities.
• Analyzed and refined deal desk framework operations and processes, ensuring alignment with executive objectives and strategic goals.

• Assessed quotes and deals, offering tailored deal structure and pricing recommendations to support sales initiatives.
• Enhanced profitability through strategic analysis and implementation of effective sales processes.
• Executed the creation of 400+ monthly quotes through CPQ and other quoting tools, ensuring accuracy and timely delivery for business needs.
• Assisted in completing unit tasks by collaborating with team members. Supported unit operations by maintaining organized records and documentation. Contributed to unit efficiency by performing routine maintenance checks.
• Facilitated OEM price bundling and packaging initiative for GM, working closely with program teams to optimize pricing strategies.
• Engaged with managers and stakeholders to facilitate strategies for achieving $4 million in additional sales.
• Optimized and standardized contracting processes to enhance operational efficiency.
• Cultivated strong customer relationships to drive sales and enhance brand loyalty.
• Facilitated training sessions for sales team and junior analysts on campaign quoting methodologies. Oversaw the development of knowledge among sales team and junior analysts regarding quoting processes for campaigns.
• Optimized contract detail management to improve team accessibility. Enhanced understanding of contract terms, resulting in smoother negotiations. Promoted effective communication of contract expectations, fostering collaboration.

• Resolved technical issues for clients, ensuring optimal software functionality and user satisfaction.
• Collaborated with cross-functional teams to enhance system performance and customer experiences.
• Analyzed user feedback to identify trends and recommend system enhancements for improved usability.
• Documented troubleshooting procedures, improving knowledge base for future reference and training.
• Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
• Spearheaded initiatives to streamline ticket resolution processes, driving faster turnaround times for client inquiries.
• Mentored junior analysts in problem-solving techniques, enhancing team capabilities and response times.
• Developed and implemented standard operating procedures for technical support processes, increasing efficiency.
• Led training sessions for new hires on software applications and support protocols, fostering team development.
• Resolved complex technical issues for clients, enhancing overall system performance.
• Offered remote support for cloud-based and web-based clients via phone, email, and chat.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
• Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
• Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
• Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.

• Managed helpdesk support calls for hardware, software, networking, and end-user training across 300+ locations
• Led troubleshooting efforts for hardware and software issues, ensuring rapid resolution for end-users.
• Coordinated with cross-functional teams to address escalated technical issues effectively.
• Developed and implemented process improvements to streamline ticket resolution workflows.
• Mentored junior technicians, enhancing team performance and knowledge retention.
• Provided after-hours support for 24-hour phone service to ensure customer satisfaction.
• Led setup and maintenance of 100+ legacy cash registers throughout Canada.
• Recommended and implemented process improvements for IT asset management and inventory.