Summary
Overview
Work History
Education
Skills
Timeline
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Joe Arroyo

Merriam,KS

Summary

Accomplished Technical Customer Care Specialist with a proven track record at Cox Automotive VinSolutions, enhancing customer satisfaction through expert database troubleshooting and empathetic conflict resolution. Demonstrated excellence in fostering customer relations and resolving technical issues, significantly exceeding performance goals. Skilled in both hard (database troubleshooting) and soft (conflict resolution) skills, ensuring seamless service delivery and customer care excellence.

Overview

35
35
years of professional experience

Work History

Technical Customer Care Specialist

Cox Automotive VinSolutions
09.2016 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Took ownership of customers issues to follow problems through to resolution.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Provided new hire training
  • Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
  • Collaborated with cross-functional teams to ensure seamless service delivery for customers.
  • Developed policies to increase accuracy and resolution of customer care department.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.

Oracle DBA Customer Advocate

Cerner Corporation
09.2010 - 07.2012
  • Collaborated with IT teams to develop effective solutions for complex database issues.
  • Managed Oracle databases, maintaining high levels of performance, availability, and security.
  • Utilized advanced analytical skills to identify trends in data usage patterns and take proactive measures for capacity planning purposes.
  • Evaluated system needs and recommended appropriate hardware or software upgrades to optimize Oracle database performance.

Technical Support Analyst

IBM
09.1989 - 03.2010
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Resolved complex technical issues daily for clients, enhancing overall system performance.
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.

Education

Bachelor of Science - Computer And Information Sciences

DeVry University
Kansas City, MO

Skills

  • Database troubleshooting
  • Remote technical support
  • Quality assurance
  • Customer services
  • Customer service excellence
  • Conflict resolution
  • Customer relations
  • Problem resolution
  • Complaint handling
  • Technical issue analysis
  • Inbound call management
  • Customer support

Timeline

Technical Customer Care Specialist

Cox Automotive VinSolutions
09.2016 - Current

Oracle DBA Customer Advocate

Cerner Corporation
09.2010 - 07.2012

Technical Support Analyst

IBM
09.1989 - 03.2010

Bachelor of Science - Computer And Information Sciences

DeVry University

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Joe Arroyo