PATRICK MCCRAY JR
Summary
Dedicated customer service professional with strong understanding of service delivery and proven ability to multitask effectively. Committed to fostering and maintaining professional relationships to drive business results and increase profitability. Skilled in providing exceptional customer experiences and resolving issues in a timely and efficient manner. Demonstrated expertise in delivering high-quality service, ensuring customer satisfaction, and exceeding expectations.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
TeamViewer
03.2021 - Current
- Described product highlights and benefits to help guide purchasing decisions
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided Tier 1 IT support to non-technical internal users through desk side support services
Stock Room Associate - PT
Best Buy
09.2024 - 01.2025
- Verified incoming products and checked delivery totals to keep system records current and accurate.
- Managed timely and effective replacement of damaged or missing products.
- Maintained fitness in order to move merchandise efficiently and safely.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
LMS Administrator/e-Learning Developer
ISC2
07.2019 - 04.2020
- Create course curriculum content master shells
- Build eLearning module components in the platform for deployment
- Ensure course content is properly configured prior to end-user delivery as assigned in Salesforce: enroll instructors; setup the virtual classroom; update course information; update and enable intelligent agents
LMS Content Specialist
ISC2
07.2019 - 04.2020
- Support and coordinate the configuration for areas within the LMS including the appearance, course objective information, specifications, etc
- Engages with cross-functional teams in Sales, Finance, and IT to answer questions related course schedules, cancellations, and learner activity
- Assist in the documentation and enhancement of current process and procedures; suggest or collaborate with team regarding updates as needed
Educational Delivery Specialist
ISC2
10.2016 - 07.2019
- Provides global weekly delivery of training material for in person courses
- Maintain enrollee count on weekly volume calls
- Delivers enrollee count to multiple teams; sales, finance, testing
Member Services Associate
ISC2
04.2016 - 10.2016
- Provides accurate, professional and timely assistance to members and candidates during the examination and education registration process
- Resolve customer concerns through the case management system; create cases for each contact handled
- Assists members and candidates with items such as: password resets; contact or profile change requests; 'how-to' issues concerning website use; certification process and renewal related issues/inquires; extensions; etc
Trip Case Manager
24-7 Intouch
02.2015 - 04.2016
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
Education
Bachelor of Science - Computer Science
Florida Gulf Coast University
Fort Myers, FLAssociate of Science - Computer Science
New Horizons
Tampa, FloridaSkills
- Performance Monitoring and Optimization
- Technical Issue Resolution
- System configuration Remote support
- Product training Hardware Installation
- Technical User Assistance Problem Solving
- Testing and Quality Assurance
- Detail-Oriented Analysis
Timeline
Stock Room Associate - PT
Best Buy
09.2024 - 01.2025
Customer Support Specialist
TeamViewer
03.2021 - Current
LMS Administrator/e-Learning Developer
ISC2
07.2019 - 04.2020
LMS Content Specialist
ISC2
07.2019 - 04.2020
Educational Delivery Specialist
ISC2
10.2016 - 07.2019
Member Services Associate
ISC2
04.2016 - 10.2016
Trip Case Manager
24-7 Intouch
02.2015 - 04.2016
Associate of Science - Computer Science
New Horizons
Bachelor of Science - Computer Science
Florida Gulf Coast University
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