William Patty
Communications
Des Moines,IA
Summary
Strategic-thinking individual with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Talented leader with analytical approach to business planning. Skilled at coordinating production plan and personnel resources to complete work under tight deadlines. Team player comfortable in competitive, fast-paced environments.
Overview
9
9
years of professional experience
Work History
Customer Success Analyst
Perfection
Clive, IA
12.2021 - Current
- Execute a wealth of experience working with Curriculum Coordinators, IT, Directors, Superintendents on integration projects for student and teacher data.
- Review of website's support page to optimize search results leading to a process of editing and proofreading content that resulted in a decrease of failed search words and phrases.
- Managed CRM software (Trello, Zoho) as the primary point of contact for digital product implementations on assigned accounts
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Assist clients with onboarding of integrating sensitive data for school districts.
Customer Success
Wells Fargo
West Des Moines, IA
01.2020 - 12.2021
- De-escalated situations that stayed within company guidelines to adequately ensure customer retention by maintaining an 80% satisfaction rate.
- Collaborated closely with HMC's and insurance departments in support of customers' loan process that lead to authorized quoting for financial service such as: Equity Lines, Loan Estimations, etc..
- Monitored metrics and developed actionable insights to improve efficiency and performance as a result Earned S.A.F.E Certification for licensing within 1 year.
- Managed department call volume of 150 calls per day and coordinated department schedules to maximize coverage during peak hours.
Customer Service Representative
Wells Fargo
West Des Moines, IA
01.2019 - 12.2020
- Promptly respond to customers enquiries via phone, email and chat.
- Efficiently open customer accounts by accurately recording account data which lead to maintaining an excellent rating for QA's.
- Maintained financial accounts by processing customer adjustments.
- Investigated and resolved customer inquiries and complaints quickly.
Product Content Specialist
Sprint Corp
Ankeny, IA
02.2018 - 01.2019
- Produced original content for multiple social platforms and conducted professional market research.
- Built strategic relationships with neighboring businesses which lead to an increase of 30 new business partnerships per quarter.
- Created content with SEO keywords drawn from Google Analytics by result a 65% purchase increase for sprint patented products.
- Develop and utilize digital-first thinking and industry insights to provide recommendations for funnel improvements with financial impact.
- Accomplish successful ad campaigns with a vers knowledge of email copywriting, sales copywriting, social media content to give products a story.
Lead Technical Support
Sprint Corp
Ankeny, IA
03.2017 - 01.2018
- Identified issues while implementing troubleshooting solutions on IOS and Android systems.
- Facilitated weekly iPad, iPhone, and Android workshops for new product owners (staff and customers).
- Coached new hires during on-the-job training on services and products in the marketplace while providing floor support when needed.
- Managed customer technical center with 3 supporting technicians.
- Increased customer satisfaction ratings to 75%.
Account Director
Endurance Consulting Group
Urbandale, IA
06.2014 - 03.2017
- Develop lead funneling toolkit to accurately manage pipelines for client prospects.
- Lead the annual charge of account teams responsible for $3.2 million in advertising renewal from 20 core retail clients.
- Obtained pricing deals, negotiated contracts and solidified beneficial agreements.
- Completed over 200 weekly cold calls to attract new customers, maintaining 70% conversion rate.
- Hired, supervised and coached 25 employees on sales strategies to optimize performance.
Education
B.A. - Communications, Corporate Communications
Iowa State University
Skills
Mastery of Microsoft Office
Volunteer
With all the knowledge I have acquired over the years, I believed it could be put to more use. My volunteer work as a Head Coach in basketball with Joshua Christian Academy has taught me grave detail in the way I communicate with others and appeal to the emotion in a group setting or individual. My work with Masculine Matters Academy has taught the significance of delegation and guidance of a group and why some leader fail and why some succeed.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
People do not care how much you know, until they know how much you care
Timeline
Customer Success Analyst
Perfection
12.2021 - Current
Customer Success
Wells Fargo
01.2020 - 12.2021
Customer Service Representative
Wells Fargo
01.2019 - 12.2020
Product Content Specialist
Sprint Corp
02.2018 - 01.2019
Lead Technical Support
Sprint Corp
03.2017 - 01.2018
Account Director
Endurance Consulting Group
06.2014 - 03.2017
B.A. - Communications, Corporate Communications
Iowa State University
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