Stephen Petrick
Pittsburgh,PA
Summary
Seasoned professional with twenty years of extensive customer service experience, including ten years in telephone/call center environments. Thrives in fast-paced and challenging settings, adept at quick thinking and problem-solving. Known for a friendly, optimistic, and positive demeanor that fosters genuine, personalized interactions with customers, clients, and guests. Collaborative team player with a strong ability to work effectively alongside others.
Overview
20
20
years of professional experience
Work History
Operator, Dispatcher, and Trainer
Pittsburgh Telephone Answering Service
02.2021 - Current
- Efficiently answer incoming calls and accurately document messages from diverse callers, including those with medical, legal, and home improvement inquiries.
- Handle messages containing medical terminology while strictly adhering to HIPAA standards and ensuring confidentiality of sensitive information.
- Ensure prompt and reliable delivery of messages to on-call personnel, maintaining high standards of communication and responsiveness.
- Resolve operational issues by troubleshooting agent-related challenges, such as discrepancies in on-call schedules or handling difficult callers with professionalism and tact.
- Serve clients such as US Steel, UPMC, EQT, Mr Waterheater, and Children's Community Pediatrics, maintaining adherence to specific client protocols and service level agreements.
- Facilitated comprehensive training sessions for new employees, focusing on effective phone call management, message formatting, and ensuring accurate message delivery. Simultaneously mentored multiple trainees alongside regular job responsibilities.
Shift Manager, Bartender, Distillery Assistant
Kingfly Spirits
01.2019 - 07.2020
- Delivered exceptional customer service by serving craft cocktails, beers, and wine to patrons in a timely and friendly manner, ensuring positive guest experiences.
- Managed shift operations, including coordinating employee schedules, breaks, and responsibilities to optimize efficiency and customer service standards.
- Conducted property maintenance tasks to uphold cleanliness and functionality, contributing to a welcoming environment for guests.
- Designed and implemented in-house promotional graphics, enhancing marketing efforts and brand visibility.
- Assisted in distillery operations, including distilling, blending, and bottling of spirits, adhering to quality standards and regulatory requirements.
- Successfully executed large-scale events such as weddings and corporate luncheons, ensuring smooth operations and guest satisfaction.
Direct Sales Agent
Comcast
06.2017 - 08.2018
- Provided exceptional customer service by taking inbound calls and assisting customers with setting up and transferring cable, internet, home phone, and security packages.
- Engaged customers in a friendly and professional manner, identifying their needs and recommending tailored service packages to meet their requirements and lifestyle.
- Demonstrated expertise in Comcast's product offerings and pricing structures to effectively guide customers through service options and promotions.
- Achieved high customer satisfaction ratings through attentive listening, problem-solving, and proactive resolution of inquiries and concerns.
- Actively engaged in monthly workplace morale enhancement groups, orchestrating group activities and contests that contributed to increased sales and boosted team cohesion.
Education
Fine Arts Concentrating in Drawing
Kent State University
Kent, OHSkills
- Problem-Solving
- Teamwork and Collaboration
- Troubleshooting
- Efficient multitasking
- Effective Communication
- Customer Service
- Empathy and patience
- Typing Skills (up to 119 WAM)
- Telephone reception
- Telephone Etiquette
Timeline
Operator, Dispatcher, and Trainer
Pittsburgh Telephone Answering Service
02.2021 - Current
Shift Manager, Bartender, Distillery Assistant
Kingfly Spirits
01.2019 - 07.2020
Direct Sales Agent
Comcast
06.2017 - 08.2018
Fine Arts Concentrating in Drawing
Kent State University
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