Patrick Carolan is seeking a customer service role where he can utilize his strong communication, problem-solving, and relationship building skills. He has over 15 years of experience in customer support roles, most recently at Progressive Automotive Systems, where he received recognition as the #1 customer service representative. He is skilled in resolving technical issues, training others, and developing processes to improve customer satisfaction.

1. Patrick J. Carolan <br />2518 S Keystone Ave<br />North Riverside, IL 60546<br />708-447-7735<br />Patrick.Carolan1@yahoo.com<br />Linkedin Address http://www.linkedin.com/pub/patrick-carolan/12/410/b83<br />PROFESSIONAL PROFILE: <br />Customer satisfaction is the key to not only good business but return business as well. People want a person they can trust and grow a firm relationship with. I am that person.I also have great personal traits that make me a great employee. I am very organized which makes it easy for me to stay on top of deadlines and details. My outgoing, friendly nature helps me build relationships with those around me, which helps to create a positive work environment. I am personally motivated and driven to do the best job that I can do. My easy going nature makes it easy for me to get along with those around me and get things done. <br />SKILL SUMMARY <br />Instilled confidence in new customers to increase their comfort level on use of new products. <br />Supported internal/external customers, ensuring all sales and service objectives were met.<br />Created and produced detailed reporting on maintaining customer needs and requirements. <br />Developed new policies and procedures in response to customer service issues. <br />Prepared weekly sales reports for the sales team and sales management.<br />Consistently Exceeded all performance benchmarks. <br />ADVANCE \d7PROFESSIONAL EXPERIENCE:<br />Progressive Automotive Systems, a subsidiary of Midas International, Itasca, IL 2003 – 2009<br />Franchise Support Specialist/Lead Technical Support Analyst – promoted from Computer Operations Specialist<br />Customer Service Skills.<br />Translated technical verbiage to common language so non-technical customers could understand.<br />First responder to nearly 6,000 US and Canadian franchise owners.<br />An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.<br />Recognized as \"
#1 Customer Service Rep.\"
Recognition came from follow-up surveys to franchise owners based on customer-perceived satisfaction. <br />Operations Skills <br />Trained new employees and coached teammates in technical support and customer satisfaction goals. <br />Consistently exceeded performance benchmarks in all areas (speed, accuracy, volume and customer satisfaction).<br />Resolved 125 (on average) issues per week in a high-volume workload within a strict deadline-driven environment with over 95% success rate.<br />Patrick J. Carolan –Resume page 2<br />Midas International, Itasca, IL <br />Computer Operations Specialist, Internal Customer Service <br />Customer Service Skills<br />Increased productivity and profitability by 15% by developing and implementing new employee customer service training program.

2. Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.

3. Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.