CLIVE JOSEPH
BROOKLYN,NY
Summary
Customer service professional with 12 years of experience in call centers and clerical roles, adept at utilizing Salesforce and Microsoft Office to enhance operational efficiency. Demonstrates a strong ability to empathize with clients, ensuring personalized and positive interactions. Proven track record in improving workflow and reducing workloads through meticulous organization and proactive problem-solving.
Overview
12
12
years of professional experience
Work History
File Clerk
Acces VR
Brooklyn, NY, United States
10.2023 - 09.2024
- Improved file organization by implementing an efficient categorization and labeling system
- Reduced misplaced files by conducting regular audits and maintaining accurate records of all stored items
- Helped drastically reduced the workload of my coworkers by efficiently organizing their paperwork
- Boxed up files for clients, neatly organized the files in alphabetical order and helped my coworkers meet assignment deadlines
Clerical Associate/Customer Service Rep
NYCHA
Queens, NY
12.2021 - 07.2023
- Managed resident issues by placing and escalating tickets,enduring timely resolutions.
- Schedule and reschedule appointments, maintaining accurate records and follow -ups.
- Utilized Siebel system for ticket creation and updates, improving workflow efficiency.
- Conducted triage calls to understand residents issues, enhancing customer satisfaction.
- Transferred calls to appropriate departments, ensuring effective issue resolutions.
Associate / Customer Service Rep/Contact Tracer
Equity Staffing Group
Brooklyn, New York, United States
05.2020 - 12.2021
- Managed resident issues by placing and escalating tickets, ensuring timely resolution
- Scheduled and rescheduled appointments, maintaining accurate records and follow-ups
- Utilized Siebel system for ticket creation and updates, improving workflow efficiency
- Conducted triage calls to understand resident issues, enhancing customer satisfaction
- Transferred calls to appropriate departments, ensuring effective issue resolution
- Managed inbound/outbound calls, providing health services like food aid and quarantine accommodations
- Distributed COVID-19 health products, including masks, sanitizer, thermometers, and home testing kits
- Delivered empathetic customer service to clients affected by COVID-19, offering personalized support
- Maintained a positive and engaging tone, ensuring calls were personalized and supportive
Transfer Agent
AST Trust Company Canada
Brooklyn, New York, United States
04.2018 - 05.2020
- Validated client identities to secure stocks and dividends, ensuring compliance with regulations
- Managed client shares, reissued stale-dated dividend checks, and facilitated direct deposits
- Processed share sale paperwork accurately and promptly
- Awarded for exceptional customer service and communication skills
Survey Conductor
Opinion Access Corp
Queens, New York, United States
09.2016 - 12.2017
- Engaged telephone respondents with a confident voice, ensuring active participation in surveys
- Consistently exceeded dialing benchmarks, reaching over 80 numbers per hour
- Maintained respondent interest by valuing their opinions and fostering open communication
- Accurately captured respondent feedback, ensuring high-quality data collection
Survey Conductor
Universal Survey
Manhattan, New York, United States
07.2012 - 10.2016
- Engaged with diverse age groups, showing patience and professionalism in every interaction
- Consistently exceeded dialing targets, achieving over 70 calls per hour
- Earned customer service ratings of 8/10 for effective client handling and professionalism
- Captured and clarified respondent feedback through attentive listening and probing questions
Education
ASSOCIATE - LIBERAL ARTS
Kingsborough Community College
Brooklyn, New York06.2005
Skills
- Customer Service
- Call center rep
- File clerk
- Associate clerk
- Listening
- Empathy
- Positive Attitude
- Microsoft Office
- Salesforce
- Microsoft Teams
Timeline
File Clerk
Acces VR
10.2023 - 09.2024
Clerical Associate/Customer Service Rep
NYCHA
12.2021 - 07.2023
Associate / Customer Service Rep/Contact Tracer
Equity Staffing Group
05.2020 - 12.2021
Transfer Agent
AST Trust Company Canada
04.2018 - 05.2020
Survey Conductor
Opinion Access Corp
09.2016 - 12.2017
Survey Conductor
Universal Survey
07.2012 - 10.2016
ASSOCIATE - LIBERAL ARTS
Kingsborough Community College