Ryan Pethybridge
Rochester,NY
Summary
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 and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
CallVista LLC.
06.2017 - 02.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Usher
Cinemark Theaters
11.2015 - 07.2017
- Greeted customers with smile and provided friendly, knowledgeable service.
- Provided friendly and courteous customer service to all guests at events to enhance satisfaction.
- Directed ticket holders to seats and facility locations.
- Worked with other staff members to facilitate smooth flow of operations.
- Maintained clean and organized venue to create pleasant experience for guests.
- Maintained professional demeanor to represent venue and create positive impression.
Custodian
Gates Chili Central School District
10.2023 - 07.2024
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Kept building spaces premises clean inside and outside.
- Maintained a well-organized supply closet for easy access to necessary tools.
Computer Technician
Center Information Services
07.2013 - 04.2015
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Recommended new and replacement hardware and software purchases.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Linked computers to network and peripheral equipment.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Recovered critical information from data back ups to restore functionality.
- Set up and maintained user accounts and client access.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
Level 2 Technical Support Representative
Sutherland Global
02.2010 - 08.2011
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone .
- Configured and tested new software and hardware.
Education
Computer Technician Certification - Computer And Information Services
Monroe 2 - Orleans BOCES Center For Workforce Development
Rochester, NY06.2013
High School Diploma -
Gates Chili High School
Gates, NY 06.2007
Skills
- Reading Comprehension
- Brand Representation
- ADP Workforce Now
- Computer Proficiency
- Call Triaging
- Apple macOS
- Office Equipment Proficiency
- Microsoft Word
- Customer Relations
- Sales Expertise
- Social Perceptiveness
- Sales and Upselling
Timeline
Custodian
Gates Chili Central School District
10.2023 - 07.2024
Customer Service Representative
CallVista LLC.
06.2017 - 02.2019
Usher
Cinemark Theaters
11.2015 - 07.2017
Computer Technician
Center Information Services
07.2013 - 04.2015
Level 2 Technical Support Representative
Sutherland Global
02.2010 - 08.2011
Computer Technician Certification - Computer And Information Services
Monroe 2 - Orleans BOCES Center For Workforce Development
High School Diploma -
Gates Chili High School
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