PATRICIA SWIATEK
Kansas City
Summary
Strategic and results-driven leader with 20+ years of experience leading cross-functional teams, driving business transformation, and delivering technology solutions. Expertise in process improvement, customer engagement, and operations management. Passionate about leveraging AI and data analytics to optimize business performance and create impactful, measurable solutions. Proven track record in managing complex projects, aligning business goals with AI strategy, and fostering collaboration between legal, technical, and business teams.
Overview
29
29
years of professional experience
Work History
Insights Manager
H&R BLOCK
01.2013 - 01.2025
- Led the implementation of a Speech Analytics program across 6,000+ field offices (12 million annual contacts) to identify customer friction points and optimize service delivery. Utilized AI-driven insights to enhance customer experience and operational efficiency.
- Part of a multi-year contact center transformation initiative, replacing the entire technology stack to modernize the agent and customer experience.
- Engaged closely with senior leadership to align AI solutions with business objectives, developing strategic proposals and presentations for executives to demonstrate the value of AI-driven process optimization.
- Applied data analytics to identify process and product inefficiencies, improving client experience and driving business value. Led the development of action plans for business transformation and optimization across multiple departments.
- Managed a team of analysts, ensuring effective communication between technical, operational, and business stakeholders to drive results.
Operations Manager
DH PACE
01.2011 - 01.2013
- Led the national accounts team to drive customer satisfaction and repeatedly surpass monthly revenue goals.
- Ensured smooth implementation of a new Customer Management System, aligning business needs with technology solutions.
Project Manager Process Improvement
BLACK HILLS CORP.
01.2008 - 01.2011
- Worked across departments to prioritize and execute operational improvements using data-driven insights. Developed business cases for solutions to enhance process efficiency.
- Mentored and trained employees to lead process improvement projects and foster a culture of continuous improvement.
AQUILA
01.1996 - 01.2008
- Held various progressive positions from entry-level call center agent, Team Lead, Manager of 125 seat contact center, Field Resource Center manager, Six Sigma Black Belt and Master Black Belt.
- Launched Contact Center including technology and process and training development.
- Developed and deployed the Six Sigma program, including training, mentoring, charter, and delivery of over $10 million in incremental EBIT savings.
Education
MBA - Business Administration
Avila University
Kansas City, MOBachelor of Arts - Business Administration
University of Nebraska
Lincoln, NESkills
- AI-driven business transformation, client engagement, and strategy development
- Key performance indicators (FCR/CSAT/SL)
- Quality control optimization
- Deadline management
- Team motivation
- Requirements gathering
- Unsurpassed work ethic
- Process improvement strategies
- Cost reduction and containment
- Cross-functional communication
- Experience with Salesforce, NICE technologies (CXONE, Nexidia, WFM), IVR, CRM systems, Microsoft suite, and data visualization tools (PBI)
Timeline
Insights Manager
H&R BLOCK
01.2013 - 01.2025
Operations Manager
DH PACE
01.2011 - 01.2013
Project Manager Process Improvement
BLACK HILLS CORP.
01.2008 - 01.2011
AQUILA
01.1996 - 01.2008
MBA - Business Administration
Avila University
Bachelor of Arts - Business Administration
University of Nebraska