Patrick Heys - Technology & Operations Sr. Manager
Bolivar, MO · [email protected] · 972-754-4906
Professional Summary Technology is more than a career—it’s my passion. With over two decades of experience supporting corporate environments large and small, I’ve built a reputation for delivering exceptional service, mentoring teams, and driving continuous improvement. I thrive on solving problems, exploring new systems, and helping others embrace technology with confidence. Support isn’t a stepping stone—it’s where I excel.
Career Objective Seeking a long-term role within a team that values growth, collaboration, and innovation. I believe in empowering people to succeed and never settling for the minimum. I bring energy, curiosity, and a commitment to excellence in every aspect of technology—from hands-on troubleshooting to strategic leadership.
Core Competencies
● Technical Support Leadership & Coaching
● Global Onboarding & Training Programs
● Knowledge Management & Documentation
● CRM & Infrastructure Systems (Salesforce, IVR/ACD)
● AI-Driven Support Tools & Prompt Engineering
● Performance Analytics (CSAT, NPS, SLA)
● Cross-Functional Collaboration & Project Management
Professional Experience
SquareTrade (Allstate Group) Continuous Improvement Manager | Feb 2024 – Present
● Lead global onboarding and training for diverse teams across multiple business lines
● Manage knowledge systems and documentation using Document360
● Mentor new managers and staff to build leadership capacity
● Collaborate with product teams to refine AI support tools and prompts
● Analyze KPIs and call data to drive coaching and performance improvements
Team Manager | July 2018 – Feb 2024
● Managed teams of 6–10, overseeing hiring, coaching, and performance reviews
● Delivered training programs and live coaching to improve CSAT and NPS scores
● Partnered with IT to test and roll out system updates and new tools
Team Lead | June 2013 – July 2018
● Created and maintained documentation for Salesforce migration and internal systems
● DesigMore...
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