Patrick Hallahan
Allentown
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
17
17
years of professional experience
3992
3992
years of post-secondary education
1
1
Certification
Work History
Call Center Representative
Medtronic
San Antonio
10.2023 - 02.2025
- Managed inbound customer inquiries for medical device products.
- Provided accurate information regarding product features and usage.
- Assisted customers in troubleshooting product-related issues effectively.
- Collaborated with team members to enhance service delivery processes.
- Escalated complex issues to appropriate departments for resolution.
- Educated customers on warranty policies and return procedures clearly.
- Maintained compliance with company policies and healthcare regulations consistently.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Offered resolutions to de-escalate calls and solve customer issues.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments and complaints.
- Maintained accurate records of customer interactions for future reference.
Call Center Representative
Conduent
San Antonio
11.2018 - 03.2023
- Collaborated with team members to enhance service delivery processes.
- Educated customers on warranty policies and return procedures clearly.
- Maintained compliance with company policies and healthcare regulations consistently.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Developed effective working relationships with team members across multiple departments.
Janitorial Assistant
Paradise Food Industries
Plant City
01.2015 - 04.2016
- Cleaned facilities using industrial-grade equipment and environmentally friendly products.
- Maintained cleanliness in food preparation areas to ensure compliance with health standards.
- Restocked supplies and ensured availability of cleaning materials throughout the facility.
- Performed routine inspections to identify and report maintenance needs or safety hazards.
- Documented cleaning schedules to track completion of tasks and ensure accountability.
- Swept and mopped floors in high-traffic areas.
- Emptied trash receptacles and recycling bins.
- Disinfected surfaces using appropriate chemicals and materials.
- Transported waste to designated disposal sites.
- Ensured compliance with company policies and health and safety regulations.
- Followed all safety protocols when handling hazardous materials or chemicals.
Call Center Representative
MetroCast
Berwick
10.2011 - 06.2012
- Provided accurate information regarding product features and usage.
- Assisted customers in troubleshooting product-related issues effectively.
- Collaborated with team members to enhance service delivery processes.
- Escalated complex issues to appropriate departments for resolution.
- Educated customers on warranty policies and return procedures clearly.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
CNC Machine Operator
K-Fab
Berwick
02.2010 - 02.2011
- Operated CNC machines to produce precision components for various industries.
- Interpreted blueprints and technical drawings to ensure accurate machining processes.
- Maintained equipment by performing routine inspections and troubleshooting issues.
- Monitored machine operations to detect malfunctions or deviations from specifications.
- Collaborated with team members to enhance workflow efficiency and safety protocols.
- Documented production data and machine performance for quality control purposes.
- Maintained quality control by inspecting parts for conformance to specifications, using precision measuring instruments.
- Achieved safety, quality, and performance standards to meet production schedules.
- Operated multiple CNC machines simultaneously while adhering to safety protocols at all times.
- Kept parts within close tolerances of design standards to maintain optimal quality.
- Verified settings by measuring positions, first-run parts and sample works with micrometers, calipers or other measuring instruments.
- Set controls to regulate speed, feed and coolant flow.
- Adjusted machine feed and speed, changed cutting tools, adjusted machine controls as necessary during the run cycle.
- Changed out aging tools, fixtures and offsets.
- Performed regular preventive maintenance tasks on CNC machinery.
- Loaded and unloaded machines to prevent expensive equipment issues.
- Loaded raw materials into production equipment according to job orders while maintaining proper inventory levels.
- Performed minor maintenance such as cleaning and lubricating machines.
- Monitored machine operation to detect malfunctions or out-of-tolerance machining.
- Observed company's strict safety rules during each shift to avoid job-related injuries.
- Read and interpreted blueprints, sketches, drawings, manuals, specifications or sample parts to determine dimensions and tolerances of finished work piece.
- Fabricated various parts using multiple machines at once.
- Loaded feed mechanisms by lifting stock into position.
- Reviewed and interpreted electronic or written blueprints or specifications to understand the job requirements.
- Maintained specifications by observing drilling, grooving, and cutting, including turning, facing, knurling, and thread chasing operations.
- Stopped machine operation to change tooling, setup, or workpiece placement according to required machining sequences.
Interim Store manager
Cash Converters
Pottstown
04.2008 - 06.2010
- Managed store operations to ensure smooth daily functionality.
- Trained and mentored staff on customer service and sales techniques.
- Oversaw inventory management and restocking of merchandise.
- Developed promotional displays to enhance product visibility.
- Implemented loss prevention strategies to minimize theft risks.
- Conducted staff performance evaluations to foster team development.
- Resolved customer complaints effectively to maintain satisfaction levels.
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for store personnel.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Managed daily banking activities such as deposits and withdrawals.
- Updated and maintained store signage and displays.
- Prepared monthly reports on sales figures, expenses, profits.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Ensured compliance with safety regulations and company policies.
- Established customer service standards and monitored staff compliance.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Performed regular price checks to ensure competitive pricing.
- Developed strategies to maximize sales and profitability.
Education
General Educational Diploma
Norristown, PAZephyrhills High School
Zephyrhills, FLSkills
- Customer service
- Call management
- Product troubleshooting
- Compliance adherence
- Data entry
- Effective communication
- Active listening
- Problem solving
- Customer service optimization
- Professional phone voice
- Payment processing
- Cash handling
- Customer account updates
- Providing customer support
Certification
Safety Serve Certificate
Timeline
Call Center Representative
Medtronic
10.2023 - 02.2025
Call Center Representative
Conduent
11.2018 - 03.2023
Janitorial Assistant
Paradise Food Industries
01.2015 - 04.2016
Call Center Representative
MetroCast
10.2011 - 06.2012
CNC Machine Operator
K-Fab
02.2010 - 02.2011
Interim Store manager
Cash Converters
04.2008 - 06.2010
General Educational Diploma
Zephyrhills High School