Hello, I am
Pat Bermudez
- My Journey -
I have had plenty of twists and turns in the journey that is my career, but all that experience - customer success, teaching, training, interviewing, marketing, business owner, public relations, software testing, entrepreneurial skills, and business knowledge - came together to inspire a customer-centric individual...me!
Another accomplishment is that I obtained a Masters in Business Administration from Louisiana State University. The MBA expanded my knowledge of business practices, focusing on Sales/Negotiations and Supply Chain Management, caught me up in the current business trends, and gave me the tools I needed to become a more rounded manager/leader.
Please Note: This website provides supplementary information to my resume, please download my cv at the bottom of the page.
Decisiv - Sr. Customer Success Manager
After obtaining my MBA I decided that it was time to put it to use! I fell in love with Decisiv since the first time my boss and I spoke, the first go around it didn't work out, but I kept my fingers crossed! Four months later, as I was working for a different SaaS company, I got an offer I could not refuse, the rest is history! The term Customer Success Manager (CSM) is a new term, I do pretty much what I did at BCGI, but got called a Network Analyst then. I travel for work (~50%) when I am not working remotely and got to cross off Michigan from my state list (44!) when I visited Hino corporate to train their Tech Service Managers (TSMs) in all the Decisiv products in March of 2023. Since then I have also crossed of Iowa (45!) when I went to Nebraska to collaborate with Carrier in the Carrier/Decisiv Proof of Concept. I have a portfolio of over 250+ accounts, these include Hino (USA and Canada), Sentinel customers, EHI (Enterprise Holdings), and independent dealers and shops. The new role definitely has challenges, what's the saying? If you aren't nervous you aren't doing it right. I am plenty nervous so I know I am on the right track! Unfortunately, I was laid-off in December 2023.
Spring ISD and Conroe ISD - Teacher
A great achievement was training teachers to use the software eTac (eSchool) and teach them time management tricks and tips when making parent contact. I have extensive experience in curriculum development, lesson plans, training, and delivering of instruction in Spanish, Health, and Journalism classes. I managed award winning teams that have generated publications such as the school newspaper and the yearbook. I became interested in teaching after serving for one year as an assistant principal's secretary, my kids were little and teaching became the prefect career as they were growing up. During my first year as an educator, I taught Health, PE, and coached basketball. Later, leveraging my journalism experience, I became the sponsor of the newspaper and yearbook. I was able to share my experience as a reporter and give students actual working knowledge. Carrying the newspaper and yearbook projects from beginning to end, and seeing the parallel between these projects and a small business, was what propelled me to pursue a Masters Degree at Louisiana State University. Teaching has provided me with a deep understanding of collaboration, flexibility, and patience.
The Full Attic - Owner
My love for online sales was born when I signed up for an eBay account back in 1997. In 2000, I created The Full Attic, and sold vintage toys through eBay. In 2005, I discovered a niche for gently used designer clothing for children, Dior, Burberry, and boutique items, and the new free-standing, The Full Attic, was born! I had to learn everything from setting up new business, to building an e-commerce website and everything involved in that - branding, doing market research on the User Interface and User Experience of the website, buying inventory and rotating inventory, setting prices, promoting the company using word of mouth, direct mail advertising, search engine optimization (SEO), using accounting software to keep track of sales and finances, using google ads software to see fluctuations in sales and target marketing to a specific niche, managing the store, and growing a business from a locally known online store to doing mostly international sales - sold to every continent except Antarctica and South America. I sold the business inventory in 2012.
BCGI - Network Analyst/Customer Success/Trainer
Woburn, MA.After my family relocated to Boston, the northeast tech hub, I was hired by BCGI to be a Network Analyst. I was hired for my extensive computer knowledge and my bilingual skills, English and Spanish. Thanks to BCGI, I traveled to 40 states, Mexico, and Puerto Rico. I tested software and worked closely with clients during any implementations or changes to the prepaid phone services for all the major carriers (Nextel, GTE, Verizon, etc.). I provided complete documentation of test results that containing detailed analysis of the test platforms performance and functionality. I assisted in the introduction, verification, and validation of new software into the BCGI prepaid platform. I worked closely with clients to help them identify issues and resolve problems in a timely manner. I also worked closely with the implementations team and advised them of inconsistencies and deviations. I also wrote testing scripts for remote testing, saving the company thousands of dollars in traveling expenses. As the company evolved and created its own software, I conducted UX research on the functionality and usability of BCGI's Mobile Guardian. Once the software was introduced, I traveled to customer site's to train the employees on the application. I worked remotely for 7 years when not traveling to clients sites. The best part was being able to take my kids with me when I traveled.
Door To Recovery - Marketing and PR
Houston, TX.Door to Recovery was a non-profit agency that helped people that were going through alcohol and drug addiction. I was hired to raise awareness of the agency in the community. Having been a news reporter, I was able to write strong press releases that caught the media's attention. I promoted the organization through radio and television interviews, appearing in popular local shows. I was the project lead for recruiting runners, runners that would run in our behalf in the Houston Marathon. For the Door to Recovery Gala, I cold called local businesses and solicited auction items for the annual fundraiser. The silent auction at the event raised thousands of dollars for the organization. I also maintained contact with contributors and business partners. I designed all the promotional material, invitation to the gala, and newsletter.
Univision - TV News Reporter
Victoria, TX.A television news reporter was my first job after obtaining a Bachelor of Arts in Radio and Television from the University of Houston. Before graduating, I obtained an internship in the 5th rated market working for the Univision station in Houston. During the internship, I contributed to the newscast by creating and researching my own stories and appeared onscreen three times. Interning in a top TV market, gave me the ability to be hired to open up a brand new station in Victoria, Texas. Being one of the founders of a television station exposed me to all aspects of starting a media business. I continued to learn how to carry myself in front of the camera, conduct interviews, produce, write, and edit my own packages and stories within the deadline for the 10pm newscast. I was also involved in making commercials, and worked closely with our sister radio station where we promoted the day's newscast. I also had the opportunity to write scripts and anchor the 10pm newscast and weather when needed.
- My Education-
LOUISIANA STATE UNIVERSITY Baton Rouge, LA.
MBA - Value and Supply Chain Management / Negotiations & Selling
UNIVERSITY OF HOUSTON Houston, TX.
Major: Radio/Television Minor: Marketing
TEACHER CERTIFICATION - TEA ID: 1558334 English, Spanish, ESL, Health, Physical Education, and Journalism
- My Skills -
INDUSTRY KNOWLEDGE: Customer first mindset. Excellent communicator. eCommerce analytics. Start-up Environment. Relationship management. Relationship Building. Onboarding. Data mapping. Agile Methodologies. Instructor Led Training - online and onsite. Profit driven customer service. Retention. Sales team support. Negotiations. Upselling and cross selling. Project management. Process Review. Customer journey mapping.
PROGRAMS: Saas. Salesforce. SharePoint. Hubspot. Pipedrive. Monday. Jira. 15five. Canva. Expensify. Slack. SmartSheet. Miro. Navattic. Confluence. Tableau. HTML. CSS. Enterprise Software. Adobe Creative Suite - PhotoShop, Lightroom, Illustrator, InDesign, Captivate. Microsoft Office Suite - Excel, Teams. Google Products - Analytics, AdWords, Meet, Classroom, Drive, Data, Office, Workspace. Zoom, and UserZoom. Basic knowledge of: SQL and Power BI.
QUALITY ASSURANCE: Quality Assurance. Software testing. Script writing. Root cause analysis. Remote Testing. Process Improvement. Market Research. NPS Data.
LANGUAGES: Fluent and excellent communication in both English and Spanish - written and verbal.
PERSONAL QUALIFICATIONS: Leadership. Flexible. Organizational Skills. Cultural Intelligence. Emotional Intelligence. Excellent time management. Organizational and Problem-solving skills. Presentation Skills. Self-starter. Detail oriented. Responsible. Quick learner. Strategic thinker. Creative problem solver. Verbal Communication. Bilingual.
- My Volunteerism -
Gentiva (formerly Hospice Plus): I started volunteering with Hospice Plus in June of 2022. I love to be able to be there offering a friendly ear when a patient needs it the most.
- My Internships -
INTERNSHIPS: Univision Television and Super Tejano 108 Radio Station.
- My Hobbies -
HOBBIES: Travel, learn Chinese, work out, dance, karaoke, and read.
