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Theresa Patrick
Port Charlotte
Work Preference
Summary
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
26
26
years of professional experience
Work History
Customer Care Representative
HuFriedyGroup
Chicago, IL
11.2022 - Current
- Resolved customer inquiries efficiently through various communication channels, ensuring high satisfaction levels.
- Collaborated with cross-functional teams to address product issues and enhance service delivery.
- Trained new team members on customer care protocols and software systems, fostering a knowledgeable workforce.
- Streamlined response processes by implementing best practices, improving resolution times for customer concerns.
Customer Service Specialist
Gorjanc Comfort Services
Highland Heights, OH
07.2021 - 11.2022
- Assess incoming calls to schedule appropriate technicians for repairs and annual maintenance on HVAC equipment.
- Preform outbound calls to follow up on customer satisfaction of installations.
- Facilitate and complete signed service agreement contracts and payments.
Mortgage Processor
JP Morgan Chase
Remote
06.2020 - 07.2021
- Reviewing all documents submitted as part of the mortgage application process for new home purchases and refinance of existing loans.
- Communicate with loan officers, closers, funders, vendors and customers throughout the processing period.
- Maintain an active pipeline of 50-60 loans while meeting contractual timelines for funding.
Administrative Support Specialist
Alpha Imaging Inc.
Willoughby, OH
09.2017 - 06.2020
- Process field service requests and assign to the appropriate engineer while assisting them with follow up support as needed.
- Maintain office inventory for remote staff and head the Laundauer program.
- Create and process sales quotes, service quotes and service agreement contracts.
Customer Service Support Specialist
Bass Securities
Bedford Hts., OH
05.2016 - 09.2017
- Process customer work order requests into Great Plains.
- Hiring the appropriate technician for national vendors in the appropriate regions.
- Quoting individual jobs for system replacement and/or new product installations.
Staffing Specialist/Payroll
Triad Staffing
Cleveland, OH
07.2015 - 10.2016
- Accurately process and audit payroll for 200 plus employees utilizing Greenfield.
- Assist with employee recruitment and onboarding process.
National Underwriting and Fulfillment
MBNA/Bank of America
Beachwood, OH
01.2000 - 01.2013
- Inbound and outbound customer contact ranging from credit, collections and risk management.
- Oversee the credit assessment, collection and ongoing maintenance of Customers accounts.
- Assess the creditworthiness of Customers and establish/revise credit lines in accordance with company policies.
Education
High School Diploma -
Wickliffe High School
Wickliffe, OHSkills
- Proficient in computer programs such as Microsoft Office Word, PowerPoint, Excel, and Outlook Business specific platforms, NQR, Great Plains, Greenfield, and DOS based systems
- Knowledge of principles and processes for providing outstanding customer service including assessing customer needs, meeting quality standards for services, and evaluating customer satisfaction
- Extensive use of logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusionary approaches to problems to obtain the desired outcome
- Effective verbal and written communication
- Data entry
- Call center experience
- Complaint handling
- Relationship building
- Payment processing
- Customer relations
- First call resolution
Timeline
Customer Care Representative
HuFriedyGroup
11.2022 - Current
Customer Service Specialist
Gorjanc Comfort Services
07.2021 - 11.2022
Mortgage Processor
JP Morgan Chase
06.2020 - 07.2021
Administrative Support Specialist
Alpha Imaging Inc.
09.2017 - 06.2020
Customer Service Support Specialist
Bass Securities
05.2016 - 09.2017
Staffing Specialist/Payroll
Triad Staffing
07.2015 - 10.2016
National Underwriting and Fulfillment
MBNA/Bank of America
01.2000 - 01.2013
High School Diploma -
Wickliffe High School