Patrik Mattle
Parker,CO
Summary
Enthusiastic Senior Customer Service Representative with more than 15 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
21
21
years of professional experience
Work History
Sr. Customer Service Specialist
Sealconusa
04.2016 - 03.2023
- Entered customer orders into CRM system & assured timely delivery.
- Engaged clients in person and over phone to answer questions and address complaints.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Helpdesk-Agent /Project Manager
Accucode
02.2013 - 03.2016
- Support of various software programs via email ticket system / phone.
- Promoted to project coordinator after 1 year. Successful support of the project manager in the Providing a Wi-Fi solution for a national automotive dealer.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
Senior Client Services Associate
Experian
08.2002 - 09.2012
- Handling customer inquiries and complaints and assisted Consumers with their credit reports.
- Calmed angry callers & found resources to help customers with very important financial needs, such as obtaining a loan for a credit card, vehicle or Property.
- Analysis of fraud or mixed credit files.
- Verification of information with creditors and civil courts for external customers in the Department of Express inquiries. Managing time-critical data updates.
Education
BBA -
Kaufmännische Berufsschule
Rorschach, Switzerland03.1990
Skills
- Escalation Management
- Conflict Management
- Call Control
- Time Management
- Effective Communication
- Order Processing
- Account Management
- Product Knowledge
- Task Prioritization
- Customer Education
- Adaptability
- Problem Solving
Languages
German
Native or Bilingual
Timeline
Sr. Customer Service Specialist
Sealconusa
04.2016 - 03.2023
Helpdesk-Agent /Project Manager
Accucode
02.2013 - 03.2016
Senior Client Services Associate
Experian
08.2002 - 09.2012
BBA -
Kaufmännische Berufsschule
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