Summary
Overview
Work History
Education
Skills
Accomplishments
Prior Employers
Timeline
Generic

Steven Quolke

North Huntingdon,PA

Summary

Polished and dedicated Customer Service professional with career spanning 25-plus years of experience across multiple, diverse businesses.


Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.


Knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

11
11
years of professional experience

Work History

Customer Service Specialist

George DeLallo Company
05.2023 - Current
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Sought ways to improve processes and services provided.
  • Promptly responded to inquiries and requests from prospective customers.
  • Answered constant flow of customer calls with minimal wait times.

Customer Solutions Specialist - Sports DX

Quest Diagnostics
03.2022 - 04.2023
  • Investigated and resolved accounting, service and delivery concerns.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Customer Solutions Specialist PIT BU

Quest Diagnostics Pittsburgh
12.2019 - 02.2022
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Sought ways to improve processes and services provided.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collaborated with cross-functional teams to deliver optimal solutions for customers' needs.
  • Responded proactively and positively to rapid change.
  • Maintained up-to-date knowledge of product and service changes.
  • Increased client retention through personalized attention and proactive problem-solving.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained detailed records of customer interactions, assisting in the analysis of trends for continuous improvement efforts.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Problem Resolution Specialist/Sales Support Coordinator

Quest Diagnostics Pittsburgh
01.2016 - 12.2019
  • Developed and updated databases to handle customer data.
  • Maintained up-to-date knowledge of product and service changes.
  • Leveraged strong analytical skills to identify root causes of recurring issues, implementing targeted solutions for long-term success.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Maintained detailed records of all customer interactions, ensuring accurate documentation of resolutions for future reference.
  • Streamlined problem resolution processes for faster response times and increased efficiency.
  • Participated in regular team meetings to share best practices and discuss ongoing challenges in problem resolution efforts.
  • Tracked customer service cases and updated service software with customer information.
  • Acted as liaison between customers and internal teams to ensure seamless communication during problem resolution process.
  • Provided primary customer support to internal and external customers.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Client Services/Client Supplies

Quest Diagnostics Pittsburgh
05.2013 - 01.2016
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Contributed to development of internal process improvements that led to more efficient service delivery and boosted client retention rates.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Maintained comprehensive records of client interactions, enabling better tracking of service history and needs.
  • Contributed ideas during team meetings that led to implementation of innovative solutions for enhanced customer experience management.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained and managed customer files and databases.
  • Enhanced client satisfaction by promptly addressing and resolving concerns through effective communication.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

No Degree - Liberal Arts And General Studies

Community College of Allegheny County
Pittsburgh, PA

High School Diploma -

North Catholic High School
Pittsburgh, PA
05.1992

Skills

  • Extensive experience communicating directly with customers
  • Team Collaboration
  • Problem Solving
  • Data Analysis
  • Solution Implementation
  • Creativity
  • Drive
  • Project Management
  • Issue and Complaint Resolution
  • Remote Office Availability

Accomplishments

  • Compliance Excellence Award 2015
  • Compliance Excellence Award 2017
  • Led project to adopt IVF Donor testing process for local clients

Prior Employers

  • ASI Health Services
  • UPMC Health Plan
  • Burlington Coat Factory

Timeline

Customer Service Specialist

George DeLallo Company
05.2023 - Current

Customer Solutions Specialist - Sports DX

Quest Diagnostics
03.2022 - 04.2023

Customer Solutions Specialist PIT BU

Quest Diagnostics Pittsburgh
12.2019 - 02.2022

Problem Resolution Specialist/Sales Support Coordinator

Quest Diagnostics Pittsburgh
01.2016 - 12.2019

Client Services/Client Supplies

Quest Diagnostics Pittsburgh
05.2013 - 01.2016

No Degree - Liberal Arts And General Studies

Community College of Allegheny County

High School Diploma -

North Catholic High School

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Steven Quolke