Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Michael Patrick

Hastings,MN

Summary

Achieved significant customer loyalty and sales growth at Ultimate Fleet Repair by expertly managing high-stress situations and leveraging deep product knowledge. Excelled in problem-solving and customer relations, contributing to a positive service experience and repeat business. Demonstrated leadership in coaching teams towards achieving high-quality workmanship and service excellence. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

32
32
years of professional experience

Work History

Customer Service Representative

UltimateFleet Repair
04.2023 - 09.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Sought ways to improve processes and services provided.

Territory Sales Manager

O'Reilly Auto Parts
07.2022 - 04.2023
  • Increased sales revenue by developing and implementing strategic territory plans.
  • Analyzed sales data to identify opportunities for improvement and implemented targeted action plans accordingly.
  • Established strong relationships with key clients, boosting customer retention rates.
  • Established and maintained 60+ accounts and expanding sales
  • Provided exceptional support to existing customers, leading to increased repeat business and referrals.
  • Maintained a deep understanding of industry trends, enabling informed decisions on sales strategies and product offerings.
  • Introduced new sales techniques and tools, resulting in increased efficiency and productivity among team members.
  • Drove team revenue totals by bringing in top sales numbers.
  • Established successful account relationships by building rapport and maintaining consistent communication.

Customer Service Representative

NAPA Auto Parts - Genuine Parts
07.2017 - 06.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Service Manager/Auto Parts Manager

Carver General Repair
03.1993 - 04.2017
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Developed and maintained positive relationships with customers to build rapport and trust.

Education

High School Diploma -

Hastings HS
Hastings, MN

Skills

  • Customer Service
  • Problem-solving abilities
  • Customer Relations
  • Scheduling
  • Product Knowledge
  • Appointment Scheduling

Timeline

Customer Service Representative

UltimateFleet Repair
04.2023 - 09.2024

Territory Sales Manager

O'Reilly Auto Parts
07.2022 - 04.2023

Customer Service Representative

NAPA Auto Parts - Genuine Parts
07.2017 - 06.2022

Service Manager/Auto Parts Manager

Carver General Repair
03.1993 - 04.2017

High School Diploma -

Hastings HS

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Michael Patrick