Customer Service Specialist with 7+ Years Experience

PATRICK OETTINGER

Customer Service Specialist

***.*********@*****.*** 414-***-**** Milwaukee WI, 53214 PROFESSIONAL SUMMARY

Professional Customer Service Specialist with over 7 years of experience working for Remote Call Centers. Committed to consistently delivering exceptional customer experiences. Quickly able to build rapport with genuine empathy, being extremely positive, and adjusting communication styles with different callers. Identify, diagnose, and resolve issues on first-call, through Active Listening. Desire to provide the highest level of service that customers experience, on every interaction. SKILLS

• Ability to take ownership of a customer and

their issue, from start to finish.

• Patience, professionalism, phone

etiquette, contagious positivity, 10 years

prior experience in Helpdesk and IT.

• Drive to exceed customer’s service

expectations.

• De-escalate some of the most upset

callers, then convert many into satisfied

and loyal customers.

• View issues from different angles and

resolve through creative thinking.

• Utilize and switch between multiple custom

CRMs and other business APPS

WORK HISTORY

Concentrix -QuickBooks Online Expert August 2025 to December 2025 Technical Representative for QuickBooks Online. Trained as product expert to assist small business owners and bookkeepers with resolving issues with QuickBooks Online

• Take ownership of client issues. Providing the best first-time resolution.

• Guide small to medium sized business owners through new product setup.

• Researched bank errors to diagnosis and troubleshooting bank connection issues

• Walked clients through correctly using new features, research and troubleshoot Product and human errors. Guide clients through difficult situations with screensharing. Concentrix – Turbo Tax expert February 2025 to April 2025 Customer Service Representative Contract with Intuit Turbo Tax. Trained as product expert to assist with Federal and State Tax form navigation through the 2024 Tax Peak season

• Trained as a Tax Preparation Assistant, helped customers upload and organize required documents before Tax Experts prepared their returns

• Diagnosed product issues, and customer errors

• Resolved E File rejection issues, researching IRS error codes. Linacre Customer Service Festus, MO Nov 2023 – Aug 2024 Customer Service Representative for the largest Oxygen, CPAP and medical equipment provider. We answered for hundreds of local Lincare Centers across the country.

• Placed orders for CPAP supplies, and portable Oxygen tanks

• Evaluated after-hour Patient issues, troubleshooting equipment, contacted on call Tech for STAT issues

• De-escalated Patients who missed their Portable Deliveries. Worked with Centers to setup Next Day Off-Route deliveries

BPO American Customer Service/Sales Greer, SC Dec 2021 – Dec 2022 Provided Remote Customer Service for over 80 different clients. Including web sales High End Catalog orders. Medical Testing Technical support. Event Registration and more

• I was the primary agent supporting DIY Ring Doorbell Cams, and multi-device DIY Alarm Systems. Troubleshooting, guiding clients through device setup, repair, and replacement

• Used as a De-escalation supervisor during peak times.

• Trained to Support callers for between 80 to 90 clients and their custom scripts.

• Maintained QA Evaluations in 95%-100%.

LAE Consulting Customer Service Milwaukee, WI Nov 2020 – Feb 2021 Sales and Customer Service for client’s in-home ADT Alarm systems.

• Evaluated Customer Service needs through probing questions. Recommended and sold new alarm systems.

• Followed company procedures to upsell and replace aging systems.

• Setup and helped guide customers through tablet setup troubleshooting and resolving issues. Conduent Apple Senior Support Advisor Florham Park, NJ July 2019 – Oct 2020 Provided customer service, and Remote Technical Support for iPhones iPads. Laptops, tablets, media player, and Apple watches. I consistently held a 92% or higher first call resolution metric.

• Help setup new iPhones iPads Patiently explained new device features, setup email, facetime, and how to use them.

• Diagnosed technical issues, by troubleshooting, and asking probing questions. If we could not resolve their issue, we would escalate it to a Tier 2 Advisor.

• Promoted to Senior Support Advisor, Assisted T1 Advisors with device diagnosis, researching issues. Taking ownership of Advanced issues, as well as de-escalating upset customers. Support.com Comcast Wireless Repair Agent Sunnyvale, CA July2017 - July 2019 Customer Service and Technical Support for Comcast provided, and third-party wireless routers. This was my 1st call center CSR position, during my 1st week of production I starting asking how could I improve, and used all the feedback I was given.

• Remotely set-up, diagnosed and repaired wireless devices, Repaired Internet connections

• Learned how to exceed customer service expectations using empathy, enthusiasm, active listening, and building rapport.to become a seasoned Customer Service Representative

• Promoted to Team lead after a year, helped Supervisor run 20-30-person team. Mentoring new Team Members.

Education

Brookfield Central High School Diploma

Waukesha County Technical College Associate Computer Network Specialist Waukesha County Technical College Associate Computer Hardware Repair

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