Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
<Enter your own>
Timeline
Work Availability
Websites
Interests
Work Preference
Languages
Generic

Joel Ferguson

Charlotte,NC

Summary

Customer Service Representative with over 16 years of extensive expertise in delivering exceptional service and enhancing customer loyalty. Demonstrates proficiency in problem-solving, customer retention, and team collaboration, contributing to improved customer satisfaction and company reputation. Committed to leveraging skills in technical support and sales support to drive quality assurance and strengthen client relations in future roles.

Overview

17
17
years of professional experience
1
1
Certification

Work History

SECURITY SCREENER

Six Flags Carowinds
06.2025 - Current
  • Screen customers, bags, and strollers with detectors
  • Conduct thorough screenings to ensure guest have a safe environment.
  • Provide a welcoming experience, positively impacting park reputation.

CUSTOMER SERVICE REPRESENTATIVE

GoSlow
08.2023 - 05.2025
  • Resolved inquiries promptly, enhancing customer satisfaction and loyalty.
  • Maintained accurate records of customer interactions.
  • Collaborated with the sales team to identify customer needs.

PERSONAL ASSISTANT

Russell J. Held, Inc.
10.2017 - 07.2023
  • Scheduled appointments, ensuring seamless daily operations.
  • Managed office maintenance, improving workplace functionality.
  • Assisted with transportation, ensuring timely executive mobility.

EXPEDITOR

KDH Defense Systems
03.2017 - 09.2017
  • Ensured timely material flow for production schedules.
  • Improved operational flow and documentation accuracy.

STAFFING SPECIALIST

The Mega Force Staffing Group, Inc
01.2015 - 02.2017
  • Recruited, interviewed, and conducted new hire orientation.
  • Managed payroll and personnel files, ensuring accuracy and timely processing.
  • Analyzed candidate profiles to ensure alignment with client needs.

RECEIVING ASSOCIATE

Debbie's Staffing
08.2014 - 12.2014
  • Organized inbound shipments, enhanced inventory accuracy.
  • Assisted in packing and staging, improving workflow and productivity.

OPERATIONS SUPERVISOR

StarTek
01.2009 - 02.2012
  • Supervised call center operations, optimizing KPIs and staff productivity.
  • Analyzed performance metrics to identify training needs.
  • Conducted regular coaching sessions to nurture team morale and employee engagement.

Education

BBA - Business Administration And Management

University of Maine At Presque Isle
05.2026

Associate in Arts(A.A) - Business Administration

Patrick Henry Community College
Martinsville, VA
05.2014

Associate of Applied Science

Rockingham Community College
Wentworth, NC
05.1997

High School Diploma -

Morehead High School
Eden, NC
06.1996

Skills

  • Problem Solving
  • Customer Retention
  • Team Collaboration
  • Time Management
  • Technical Support
  • Sales Support
  • Product Knowledge
  • Quality Assurance
  • Client Relations
  • Negotiation
  • De-escalation
  • Leadership
  • Empathetic
  • Interpersonal skills
  • Communication skills
  • Detail oriented
  • Microsoft Office Suite
  • Microsoft 365 Copilot
  • Google Suite
  • Adapt Suite
  • Lawson eWFM
  • ESP Performance Edge
  • RTA
  • StarTek Dashboard and Canvas
  • Impact 360
  • Verint Ultra 10
  • AS400
  • Quickbooks

Certification

  • MOAB Training International, Inc Certification, 2025-07-01
  • College Success Certificate ID #3634337527JF, 2025-06-01
  • BUS 200: Business Ethics Certificate ID #9513876612, 2025-06-01
  • BUS 107: Customer Service Certificate ID #5167031382JF, 2025-06-01

Accomplishments

  • Zero Recordable Safety Accidents, 2016+2017
  • MVP Help Desk Supervisor, Jan 2012
  • Ranked in Top 3 in Supervisor Performance 2011+2012
  • Developed Red Hat Support Pilot Program, Feb 2011
  • Team 32 #1 Quality Assurance Superstars, Dec 2011

Hobbies and Interests

  • Tennis
  • Pickleball
  • Horseback Riding
  • Swimming
  • Painting
  • Volunteering
  • Family Time
  • Helping Others

<Enter your own>

Title: Customer Service Representative

Timeline

SECURITY SCREENER

Six Flags Carowinds
06.2025 - Current

CUSTOMER SERVICE REPRESENTATIVE

GoSlow
08.2023 - 05.2025

PERSONAL ASSISTANT

Russell J. Held, Inc.
10.2017 - 07.2023

EXPEDITOR

KDH Defense Systems
03.2017 - 09.2017

STAFFING SPECIALIST

The Mega Force Staffing Group, Inc
01.2015 - 02.2017

RECEIVING ASSOCIATE

Debbie's Staffing
08.2014 - 12.2014

OPERATIONS SUPERVISOR

StarTek
01.2009 - 02.2012

BBA - Business Administration And Management

University of Maine At Presque Isle

Associate in Arts(A.A) - Business Administration

Patrick Henry Community College

Associate of Applied Science

Rockingham Community College

High School Diploma -

Morehead High School

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Interests

Horseback riding

E-bikes

Tennis

Swimming

Traveling

Artificial Intelligence

Work Preference

Work Type

Full TimePart TimeContract WorkGig Work

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementCompany CulturePersonal development programsWork from home optionTeam Building / Company RetreatsStock Options / Equity / Profit SharingHealthcare benefitsPaid time off4-day work week

Languages

English
Native or Bilingual

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