Summary
Overview
Work History
Education
Skills
Professional Highlights
Timeline
Generic

Joe Jetty

Winneconne,WI

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

35
35
years of professional experience

Work History

Software Support

PITNEY BOWES
01.2023 - Current
  • Support software products Sendpro Enterprise and Pitney Ship Pro
  • Take calls and receive emails from clients and help assist them with issues they have with a SaaS based shipping product.

Project Manager Assistant

CONSTRUCTION RESOURCES MANAGEMENT
01.2022 - 12.2022
  • Assisted Project Manager in bidding on projects, creating proposals, reviewing contracts and documentation, and invoicing clients

Customer Experience Manager

HOLIDAY AUTOMOTIVE
01.2021 - 12.2021
  • Provided excellent customer service to customers looking for a vehicle
  • Made sure the buying process went smooth and the customer was happy with their vehicle choice

Real Estate Agent

FIRST WEBER REAL ESTATE
01.2020 - 12.2021
  • Helped clients in either purchasing or selling their homes
  • Made sure all contracts were completed correctly and assisted with any concerns during the process

Project Manager

PITNEY BOWES
01.2017 - 12.2020
  • Managed call center project team that worked on improving customer experience, call center efficiency and gaining revenue
  • Projects included improving our replacement process from five minutes to thirty seconds, created highly skilled network team to improve customer experience and company revenue, make the part replacement process more efficient
  • Also worked as a project manager for our corporate office
  • Corporate projects included call center transfer reduction, improvement coding entries in Salesforce, moving of our training facility, and reductions in tickets to our Office of the President team

Technical Support Supervisor

PITNEY BOWES
01.2010 - 12.2017
  • Supervised over 25 agents in various departments within the call center
  • Departments ranged from customer technical support, field technical support, graphic design, postage accounting, and customer advocate

Technical Trainer

PITNEY BOWES
01.2009 - 12.2010
  • Taught over 100 employees and various Pitney Bowes hardware and software products
  • Also developed training materials and provided content to the call center knowledge base
  • Helped lead in training development for one of our current flagship postage machines

Subject Matter Expert

PITNEY BOWES
01.2008 - 12.2009
  • Provided my expert knowledge on various hardware and software products to engineering, line of business, and call center
  • Helped with testing and improving one of our postage machines
  • Also assisted in supporting call center employees by creating process documentation and answering questions about hardware and software
  • Created business reports for company projects

Technical Support Technician

PITNEY BOWES
01.2004 - 12.2008
  • Offered both software and hardware support for the company's shipping, receiving, and mailing programs along with their postage machines
  • Resolved issues concerning networking, printing, software related problems
  • Resolved issues for both customers and our field technicians
  • Needed to be able to read engineering blueprints and theory of operation

Other Work Experience

01.1990 - 12.2004
  • Have two years of experience at a technical call center and a field service technician for scales
  • Have over 12 years of experience in manufacturing, including welding, painting, shear operator, and assembly

Education

Associate Degree - IT Microcomputer Specialist

Fox Valley Technical College
Appleton, WI
01.2001

Green Belt -

GoLeanSixSigma.com
01.2019

CompTIA A -

New Horizons
01.2008

Skills

  • Customer Service
  • Team Management
  • Project Management
  • Technical Support
  • Project Tracking
  • Product Trainer
  • Subject Matter Expert
  • IT Associate Degree
  • Green Belt - Lean Six Sigma

Professional Highlights

  • Experience in automobile and home sales.
  • Mentored and advanced employee careers as a business analyst, technical trainer, field technician, call center supervisor, call center team lead, and IT desktop technician.
  • Trained and supported initial rollout of hardware support with our offshore vendor in the Philippines. Created documentation for employees to follow during troubleshooting.
  • One of three lead trainers that developed documentation for service technicians on the company's flagship hardware product. Also trained leads and future subject matter experts on the product.
  • Led project to move call center operations from Philippines to Panama. Moved over 80 positions within six months.
  • Helped lead a project to move our field training facility from Georgia to Wisconsin.

Timeline

Software Support

PITNEY BOWES
01.2023 - Current

Project Manager Assistant

CONSTRUCTION RESOURCES MANAGEMENT
01.2022 - 12.2022

Customer Experience Manager

HOLIDAY AUTOMOTIVE
01.2021 - 12.2021

Real Estate Agent

FIRST WEBER REAL ESTATE
01.2020 - 12.2021

Project Manager

PITNEY BOWES
01.2017 - 12.2020

Technical Support Supervisor

PITNEY BOWES
01.2010 - 12.2017

Technical Trainer

PITNEY BOWES
01.2009 - 12.2010

Subject Matter Expert

PITNEY BOWES
01.2008 - 12.2009

Technical Support Technician

PITNEY BOWES
01.2004 - 12.2008

Other Work Experience

01.1990 - 12.2004

Green Belt -

GoLeanSixSigma.com

CompTIA A -

New Horizons

Associate Degree - IT Microcomputer Specialist

Fox Valley Technical College

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