Summary
Overview
Work History
Education
Skills
Timeline
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EDDIE FITZPATRICK

Chandler,AZ

Summary

Driven with opportunity to become an enthusiastic, self-motivated, reliable, responsible, and hard-working person. Years as a mature team member and adaptable to all challenging situations and projects. Works well within both a team environment as well as using my own initiative. Proven to work well under pressure and adhere to strict deadlines.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Overview

7
7
years of professional experience

Work History

Universal Support

Allstate
08.2022 - Current
  • As a Universal support, we provide the front-line agent support team, by providing coaching and refresher training as needed. Utilize an extensive technical system and problem-solving skills to provide customer support quickly and accurately.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Learned and adapted quickly to new technology and software applications.

Agent Support Specialist

Allstate
06.2020 - 08.2022
  • The representative is responsible to the agent for providing exceptional service, documentation and follow up on existing business.
  • This role requires the level 1 employee to be trained on a limited scope of products and procedures to answer basic to complex agent inquiries.
  • Applies broad and established knowledge of job to assist caller.
  • Provide availability SME for multiple lines & Carriers, review risk for eligibility and conveys information in a concise and professional manner.
  • May review policies, process binder and upload with carrier for binder completing.
  • Works under direction and follows protocols
  • Meets daily performance standards
  • Responsible for providing exceptional services
  • Resolved escalated issues, maintaining a high level of customer satisfaction and retention.
  • Collaborated with team members to resolve complex issues, improving overall service quality.

Customer Support Rep

Apriva
08.2018 - 04.2020
  • Respond to customer inquiries via phone and e-mail regarding customer support issues.
  • Endure customer satisfaction by directly providing customers with solutions to technical support needs.
  • Document issues from opening to completion detailing entire process. Maintain ownership of issues through multiple levels of internal and external escalation.
  • Acquire and maintain currency in product knowledge and related skills by reading technical documents/knowledge bases, attending training or technical related conferences, interfacing with peers and other engineers.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
  • Exceeded performance metrics by consistently providing high-quality support to clients.

Education

Bachelor of Science - Applied Marketing Strategies, Principle of Finance, Human Resource, Accounting International Business, Organizational Leadership

South New Hampshire University-Online
Manchester
05.2018

Skills

  • Supportive interaction style
  • Collaborative teamwork
  • Client support
  • Analytical problem-solving

Timeline

Universal Support

Allstate
08.2022 - Current

Agent Support Specialist

Allstate
06.2020 - 08.2022

Customer Support Rep

Apriva
08.2018 - 04.2020

Bachelor of Science - Applied Marketing Strategies, Principle of Finance, Human Resource, Accounting International Business, Organizational Leadership

South New Hampshire University-Online

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EDDIE FITZPATRICK