Joseph Brown
Redwood City,California
Summary
Motivated individual with experience in customer service and managment. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
1
1
Certificate
Work History
Senior Product Lead
Gearbox Publishing San Francisco
Redwood City, CA
01.2013 - Current
- Contributed to event marketing, sales and brand promotion.
- Attended monthly sales meetings.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Improved safety procedures to create safe working conditions for workers.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
- Coordinated project planning and execution with team members and team leads.
- Directed planning and budgeting efforts.
Warranty Manager
OnLive Inc.
Palo Alto, CA
02.2009 - 12.2012
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Launched quality assurance practices for each phase of development
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
Customer Service Representative
Electronic Arts
Redwood City, CA
02.2003 - 08.2008
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
Education
High School Diploma -
Sequoia High School
Redwood City08.2021
Skills
- Project Management
- Brand Management
- Verbal and Written Communication
- Staff Management
- Customer Relationship Management
- Team Leadership
- Business Planning
- Managing Employee Relations
- Complex Problem-Solving
- Productivity Performance
- Coaching and Mentoring
- Employee Training
- Key Performance Indicators (KPI)
Certification
- Certified CPR/First Aid
Timeline
Senior Product Lead
Gearbox Publishing San Francisco
01.2013 - Current
Warranty Manager
OnLive Inc.
02.2009 - 12.2012
Customer Service Representative
Electronic Arts
02.2003 - 08.2008
High School Diploma -
Sequoia High School