Summary
Overview
Work History
Education
Skills
Timeline
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Patrick Cramer

Service Advisor S3
Tempe,AZ

Summary

Hardworking employee enthusiastic about learning in the Service field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.

Overview

11
11
years of professional experience
4
4
years of post-secondary education

Work History

Service Advisor

Tesla
04.2023 - Current
  • Regularly achieve above average customer satisfaction while taking on the most appointments in a given time period
  • Travel to support other service centers (in and out of state)
  • Manage multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Handle customer concerns with confidence, using problem solving to provide effective resolution.
  • Ensure high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Always available for the team for support, training, and a positive attitude.
  • Commendations from supporting Sales, Service and delivery while in Dallas Texas for three weeks (Collaborative Shout Out from Service Manager).

Client Success Manager

Changepoint
01.2017 - 1 2021
  • Trained, and mentored top customer service agents and front-end staff
  • Implemented and achieved ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them
  • Implemented industry leading Key Performance Indicators and met them quarterly
  • Attended trade shows with existing and potential customers
  • Drove engagement and gave live demos of product
  • Onboarded two new customers from leads generated at Gartner trade show
  • Responsible for human resource tasks that including product training and coaching to ensure employees delivered competitive and exceptional service to both internal and external clients.
  • Assisted clients with strategic processes and provided with necessary tools to achieve success.
  • Implemented efficient processes for tracking client interactions, improving overall organization and response times.

Quality Analyst

Changepoint
01.2014 - 01.2021
  • Created and executed software test plans to identify and document software problems and their causes
  • Routinely identified blockers in pre-production saving customer and employer time and money
  • Quickly gained product knowledge as a result of intensive testing and quality assurance
  • Conducted formal and informal product design reviews throughout the software development lifecycle to provide input on functional requirements, product designs, schedules and potential issues
  • Providing insight during the dev cycles to identify issues before they reach the testing stage saving resources
  • Drove quality assurance (QA) from an average of 75% to 93% pass rate during testing cycles.

Education

English Bachelor's Degree -

University of Minnesota
Minneapolis, MN
01.2021 - 05.2022

Minnesota Transfer Curriculum - English - undefined

Minneapolis Community & Technical College
Minneapolis, MN
01.2019 - 05.2021

Skills

JIRA

Zendesk

TestRail

TargetProcess

Postman API

Microsoft Office

HubSpot

Customer service and support

Customer Satisfaction

Client Relationship Management

Sales Support

Timeline

Service Advisor

Tesla
04.2023 - Current

English Bachelor's Degree -

University of Minnesota
01.2021 - 05.2022

Minnesota Transfer Curriculum - English - undefined

Minneapolis Community & Technical College
01.2019 - 05.2021

Client Success Manager

Changepoint
01.2017 - 1 2021

Quality Analyst

Changepoint
01.2014 - 01.2021

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Patrick CramerService Advisor S3