Cesar Patino

About Cesar Patino

I’m a Customer Experience & Operations Leader with 10+ years building high-performing, omnichannel support organizations across eCommerce and service operations. I specialize in turning customer insight into measurable business outcomes—improving satisfaction, protecting revenue, and keeping digital experiences running smoothly.What I’m known for:• Elevating satisfaction: Boosted CSAT to 90%+ through coaching, training, and VOC-driven process improvements.• Operational resilience: Partnered with IT to cut downtime by 39%, strengthening business continuity and customer trust.• Scaling contact centers: Led large-scale contact center operations (85+ agents), streamlining workflows to achieve 95%+ SLA adherence.• Executive escalations: Resolved high-profile executive escalations, protecting key accounts and at-risk revenue.• eCommerce growth: Enhanced end-to-end eCommerce customer journeys, contributing to 20% revenue growth.Alongside CX and operations, I bring a strong foundation in cybersecurity and risk awareness, ensuring customer data, IT systems, and business processes remain secure.Strengths & focus areas:Customer Experience Strategy | Contact Center / Call Center Operations | Escalation & Incident Management | Workforce Management | Vendor Partnerships | eCommerce Operations | KPIs & SLA Management | Voice of the Customer (VOC)| Cybersecurity Awareness | Bilingual (English/Spanish)I’m energized by building high-performing teams, optimizing processes, and blending data with human insight to design customer journeys that drive loyalty and growth.

Experience

1. Residential Service Supervisor

   Planned Companies

   Jul 2022 — Present · NJ, US

   Lead day-to-day concierge and resident services operations for a high-rise property, ensuring a safe, efficient, and service-centric experience for residents and guests:Supervise a 5-member concierge team, providing day-to-day direction, coaching, and support to maintain service standards and a consistently high resident experience.Oversee 500+ monthly package deliveries with a zero-loss rate, implementing tracking and handoff procedures that protect resident property and reduce risk.Coordinate resident requests and issues with maintenance, security, and vendors, improving resolution times and overall resident satisfaction.Monitor building access and community rules, supporting a safe environment and consistent policy enforcement across the property.Handle resident escalations and special requests, delivering high-touch service and protecting key resident relationships.Support onboarding and training for new team members to ensure consistency in procedures and service expectations.Act as primary liaison between property management, maintenance, and residents, ensuring clear communication on building updates, outages, and policy changes.

Education

• New Jersey City University

  Bachelor of Science - BS, National Security Studies

Skills

• Microsoft Excel
• Mobile Devices
• Multi-Task & Handle High-Volume Workloads
• Project Management
• Human Resources
• Access
• Key Account Management
• Training
• Customer Satisfaction
• Sharepoint
• Leadership
• Business Process Improvement
• Wireless Technologies
• Call Centers
• Training & Development
• Cross-Functional Team Leadership
• Vendor Management
• Customer Experience
• Microsoft Office
• Sales
• Troubleshooting
• Contact Centers
• Quality Assurance
• Iex Total View
• Management
• Team Building
• Account Management
• Crm
• Wireless
• Customer Relationship Management (Crm)
• Telecommunications
• Process Improvement
• Sharepoint Administration
• Customer Retention
• Customer Service
• Team Leadership