Robert Patak

About

With a robust background in business administration and management, I am currently pursuing a Master's degree at Eastern New Mexico University, building on my Bachelor of Business Administration from Western Governors University. My career spans leadership roles in customer care and talent acquisition, notably as Director of Customer Care for North America at SodaStream International, Ltd., where I developed strategies to enhance customer experiences and drive revenue growth. Previously, I served as Senior Manager of Customer Affairs and Engagement at SodaStream, leading a team to foster customer-centric practices. At Lidl US, I excelled as Senior HR Manager in Talent Acquisition, optimizing recruitment processes and reducing time-to-hire. I also established Lidl's US customer care operations, collaborating across departments to improve customer service. My early career at Foodler.com honed my skills in managing remote teams and implementing operational improvements.

Experience

• Director of Customer Care - North America · SodaStream International, Ltd.07-01-2022

  Develop and implement the customer care strategy in alignment with the organization's overall goals and objectives. Lead and manage operations spread across two international sites supporting multiple country operations. Ensure the delivery of exceptional customer experiences across omnichannel support structure. Implemented and refined sales as a service program to help drive revenue growth.

• Sr Manager of Customer Affairs and Engagement - North America · SodaStream International, Ltd.08-01-2020 – 07-01-2022

  Lead a team of 25+ customer affairs professionals, providing guidance, coaching, and performance feedback to drive a customer-centric culture. Implement and manage customer feedback programs, including surveys, focus groups, and customer satisfaction metrics, to measure and monitor customer sentiment and drive continuous improvement. Oversee the resolution of complex customer issues, ensuring timely and effective resolution and maintaining a high level of customer satisfaction. Foster strong relationships with key customers, ensuring their satisfaction, addressing concerns, and identifying opportunities for business growth.

• Senior HR Manager - Talent Acquisition · Lidl US12-01-2018 – 05-01-2020

  Led end-to-end recruitment team hiring for 100+ positions simultaneously, consistently meeting and exceeding hiring targets and reducing the average time-to-hire by 15%. Developed and maintained strong partnerships with hiring managers, providing regular updates, conducting intake meetings, and ensuring alignment on job requirements. Utilized an applicant tracking system (ATS) to streamline recruitment processes, resulting in a 30% reduction in administrative tasks, improved data accuracy, and enhanced reporting capabilities. Designed and delivered recruitment training programs for hiring managers, enabling them to effectively evaluate candidates, improve interview techniques, and make data-driven hiring decisions.

• Senior Manager Customer Care · Lidl US02-01-2017 – 05-01-2019

  Established US customer care operations for Lidl during their first expansion outside of Europe. Collaborated with other departments such as product development, sales, and marketing to ensure alignment and effective communication regarding customer needs, issues, and opportunities. Established mechanisms to collect, analyze, and act upon customer feedback. Developed training programs and initiatives to enhance the skills and knowledge of customer service representatives. Managed multiple in house contact centers as well as outsourced BPO relationships.

• Customer Service Manager · Foodler.com10-01-2014 – 09-01-2016

  Lead a team of 25 remote Customer Service representatives in a 24/7 call center operation. Handled the overall daily operation of the Customer Service department. Set quarterly and yearly growth plans and budgetary requirements. Designed and implemented new systems and processes to strengthen a growing support team.

Education

• Eastern New Mexico UniversityMasters, Business Administration and Management, General
• Western Governors UniversityBachelor of Business Administration, Management

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