Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Patrick Mullins

Jeff,KY

Overview

4
4
years of professional experience

Work History

Automotive Customer Service Representative

Walmart
Hazard, KY
03.2024 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved customer complaints promptly and efficiently.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Promoted available products and services to customers during service, account management and order calls.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked effectively in team environments to make the workplace more productive.

Store Manager

VIP Fuels
Jackson, KY
11.2023 - 04.2024
  • Trained and mentored associates to teach daily tasks and procedures.
  • Resolved customer complaints in a timely manner.
  • Developed relationships with suppliers to negotiate better prices.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Organized promotional events to increase product awareness.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Assessed operational efficiency of the store's departments.
  • Oversaw storewide merchandising benchmarks to maintain operational excellence.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Implemented campaigns and promotions to help with developing goods and services.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Developed strategies to maximize sales and profitability.
  • Delegated work to staff, setting priorities and goals.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Created weekly work schedules for store personnel.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.

Team Manager/Coaching Staff Member

SYKES - US Center
Hazard, KY
09.2020 - 11.2023
  • Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Oversaw daily workloads and workflow for smooth operations.
  • Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Coordinated with other departments to ensure seamless project integration and timely completion of objectives.
  • Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
  • Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
  • Developed and implemented team-building strategies to promote collaboration and cohesion.
  • Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
  • Facilitated weekly team meetings to discuss progress, address challenges, and plan future activities.
  • Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
  • Set clear team goals and monitored progress, adjusting strategies as needed to meet targets.
  • Analyzed business performance data to identify areas of strength and improve areas of weakness.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
  • Resolved conflicts between team members in a timely manner to maintain harmony within the team.
  • Developed and executed training programs to enhance team skills and knowledge, leading to an increase in efficiency.
  • Recruited and trained new employees to meet job requirements.
  • Developed and implemented strategies to improve team performance.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
  • Ensured compliance with company policies and industry regulations, mitigating risk and maintaining integrity.
  • Provided regular reports to senior management on team performance, challenges, and strategic recommendations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Encouraged continuous learning and professional development within the team, facilitating external and internal training opportunities.
  • Delegated work assignments and prioritized tasks.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
  • Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
  • Implemented customer feedback mechanisms, leading to an improvement in client satisfaction scores.
  • Conducted daily practice sessions to enhance team performance and individual skills.
  • Mentored and encouraged youth to develop strong work ethic by being positive role model and regularly practicing skills.

Tier 2 Technical Support Specialist

SYKES
Hazard, KY
09.2020 - 11.2023
  • Maintained records of customer service requests and document problems and solutions in knowledge base database.
  • Analyzed customer inquiries and identified solutions for technical issues.
  • Maintained positive working relationship with fellow staff and management.
  • Collaborated with other departments such as Sales, Networking, Systems Administration.
  • Tested new software applications prior to release into production environment.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Documented problems and solutions to train lower-level support on how to address customer technical issues.
  • Resolved customer complaints in a timely manner.
  • Used remote control and assistance tools expertly to support non-local customers.
  • Participated in product testing cycles prior to release into the market.
  • Handled escalated calls from Tier 1 Technical Support Specialists.
  • Diagnosed system errors and performed troubleshooting steps.
  • Identified recurring customer issues and reported them to the appropriate team for further investigation.
  • Created detailed reports of customer interactions and resolutions.
  • Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
  • Provided technical support to customers via phone, email and chat.
  • Ensured compliance with company policies when providing technical assistance.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.

Education

Registered Accountant/CPA - Accounting And Finance

Intuit Accounting And CPA
Mountain View, CA
09-2022

Accounting - Business And Finance

Hazard Community And Technical College
Hazard, KY
05-2013

High School Diploma -

Perry County Central High School
Hazard, KY
05-2011

Skills

  • Complaint resolution
  • Scheduling
  • Account updating
  • Multi-line phone talent
  • Report transcription
  • Retail sales customer service
  • Staff training
  • Microsoft PowerPoint
  • Member account management
  • Stress management
  • Technical troubleshooting
  • Follow-up skills
  • Assertiveness
  • Active listening
  • Customer education
  • Recordkeeping strengths
  • Verbal and written communication
  • Inbound and outbound calling
  • Opening and closing accounts
  • Task prioritization
  • Call management
  • CRM software proficiency
  • Problem-solving
  • Data entry
  • Document control
  • Money handling
  • Punctuality and reliability
  • Research
  • Strong teamwork
  • Call center procedures
  • Multi-task management
  • Computer proficiency
  • Product knowledge
  • Professional telephone demeanor
  • Empathy and patience
  • Creative problem solving
  • Sales expertise
  • Decision-making
  • Complaint handling
  • Customer relations
  • Critical thinking
  • Lead generation
  • Customer service
  • Administrative support
  • Paperwork processing
  • Business development
  • Office equipment proficiency
  • Microsoft Excel
  • Microsoft Office Suite
  • Call center experience
  • Account management
  • Coordination
  • Quality assurance controls

Accomplishments

  • United States National Guard - Infantryman (11 Bravo)
  • Deployment
  • Tactical Movement Specialist Certification
  • Expert Infantryman Badge
  • Effective Training Programs
  • Course in Leadership Expertise
  • Drill Report Effectiveness Training

Timeline

Automotive Customer Service Representative

Walmart
03.2024 - Current

Store Manager

VIP Fuels
11.2023 - 04.2024

Team Manager/Coaching Staff Member

SYKES - US Center
09.2020 - 11.2023

Tier 2 Technical Support Specialist

SYKES
09.2020 - 11.2023

Registered Accountant/CPA - Accounting And Finance

Intuit Accounting And CPA

Accounting - Business And Finance

Hazard Community And Technical College

High School Diploma -

Perry County Central High School

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Patrick Mullins