Patrick Narea

General Merchandise Team Leader & Presentation Team Leader

• Led team of 30+ employees through effective communication, coaching, training, and development.
• Collaborated with management team to bring multiple stores from deficit to profitability through improved operations and team performance
• Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
• Keyholder responsible for successfully opening and closing store
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

• Created, marketed, and managed a successful collectible online retail business with over $2000 per month in sales.
• Maintained a 100% positive eBay feedback score with over 250 reviews
• Handled communication, shipping, inventory management, and record keeping with buyers and sellers, both domestically and internationally
• High level of familiarity with major online e-commerce marketplaces
• Maintained up-to-date knowledge of store sales, payment policies and security standards.

• Managed the success of over 50 customer accounts, guiding them from onboarding to implementation to satisfied client
• Lead a global team remotely to deliver full customer support for a SaaS nationwide cloud-based security camera company
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues for 50+ major retailers’ facilities, serving 20,000+ locations worldwide.
• Managed, integrated, and automated multiple databases across several inter-departmental apps
• Created standard operating procedure documentation and internal wiki for Panoptyc
• Established a company Zendesk, integrating its KPIs with Panoptyc’s own internal metrics
• Provided escalated support between enterprise security camera applications and customer’s network
• Managed Panoptyc’s technical support involving desktop, laptop, hand held devices, and network services

• Promoted to Customer Support Team Lead within 4 months due to strong performance and organizational impact
• Provided administrative support to Customer Success Manager by creating KPI reports
• Developed and improved multiple Customer Support and Customer Success processes
• Managed Gorgias, a customer support ticketing system for a dynamic, fast-growing B2C fitness company
• Lead successful project to design and implement SOP regarding technology and security guidelines