Joseph Berry
Crestview
Summary
Dedicated Customer Service Professional with extensive call center experience and a strong foundation in the IT industry. Skilled in managing complex inquiries, resolving technical issues, and delivering outstanding support with professionalism and composure. Known for improving customer satisfaction through clear communication and effective problem-solving. A motivated team player with a long-term commitment to growing within the IT field, continuously building expertise and contributing to team and company success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Iqor
Crestview
01.2018 - 09.2021
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong relationships with customers by providing personalized assistance and support.
Customer Service Representative (Remote)
Puretalkusa
Atlanta
06.2022 - 03.2023
- Identified customer needs by asking probing questions and actively listening to responses.
- Resolved customer service inquiries promptly and efficiently.
- Utilized problem solving techniques when dealing with difficult or irate customers.
- Managed customer accounts, including updating account information as needed.
- Maintained up-to-date knowledge of the company's products, services, and promotions.
- Developed strong relationships with customers through effective communication skills.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Took many inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Front Desk Agent
Aqua Pool & Patio
Fort Walton Beach
04.2023 - Current
- Processed payments accurately and efficiently.
- Inputted guest information into computer system accurately and securely.
- Answered phones, responded to inquiries, and took messages.
- Maintained cleanliness of lobby area at all times.
- Provided excellent customer service while upholding company policies.
- Managed cash drawer responsibly throughout shift.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Assisted customers with locating merchandise within the store.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Provided excellent customer service by helping customers locate items they were looking for.
Education
Bachelor of Science - Information Technology
Florida Institute of Technology
Melbourne, FL02-2025
High School Diploma -
Crestview High School
Crestview, FL06-2017
Skills
- E-Commerce
- Customer Service
- Problem-solving skills
- Typing 55wpm per 1 minute
- Robotics Programming CRM System Expert
- Proficiency in Adobe, PowerPoint, Word, and Excel Software
Certification
- CompTIA A+
- CompTIA Security+
- Call Center Associate Certified (CCAC™)
- Certified Customer Service Professional (CCSP)
Timeline
Front Desk Agent
Aqua Pool & Patio
04.2023 - Current
Customer Service Representative (Remote)
Puretalkusa
06.2022 - 03.2023
Customer Service Representative
Iqor
01.2018 - 09.2021
Bachelor of Science - Information Technology
Florida Institute of Technology
High School Diploma -
Crestview High School
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