Joseph Brown
Tucson,AZ
Summary
Reliable, customer-oriented, worker with a history of meeting company needs with consistent and organized practices. Adaptive leader and team-player skilled in working under pressure and resolving challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
Work History
Food Service Associate
Marathon
Tucson, AZ
07.2023 - Current
- Ensured customer satisfaction by providing timely and efficient food service.
- Provided excellent customer service by addressing concerns promptly and professionally,
- Developed and maintained positive relationships with customers to enhance service.
- Handled cash transactions and kept register accurate through correct billing, payment processing, and cash management practices.
- Maintained a clean and organized work environment for optimal food prep efficiency.
- Trained new employees on proper food handling techniques and company procedures, fostering a consistent level of quality across the team.
- Cross-trained in other positions to support staff and meet customer needs and demands.
Seasonal Sales Associate
Roses, Variety Wholesalers
Augusta, Georgia
10.2020 - 02.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Customer Service / Insurance Retention Specialist
Sitel
Augusta, Ga
04.2020 - 10.2020
- Provided resolutions to customers related to account management or set up, website / mobile app navigation, payment/ billing support and troubleshooting tech support.
- Maintained accurate records of customer interactions and transactions.
- Utilized CRM Customer relationship management software and call tracking tools to assist an average of 55 customers each day
- Assisted with customer inquiries, complaints, and requests for information regarding their Statefarm insurance policies.
- Facilitated payment processing for premium payments and renewals.
- Conferenced with licensed insurance agents or other departments to handle out of scope questions.
- Maintained key performance indicators including but not limited to: Average handle time(AHT), customer satisfaction scores (CSats), after call work(ACW), SpecStat, first call resolution(FCR), etc.
- Pitched customer service surveys to identify areas of improvement in customer retention and maintain specstat metric.
- Analyzed customer feedback with coach and developed new techniques to ensure customer retention.
Education
High School Diploma -
Skills
- Windows 2000/XP, Mac OS X
- MS Office 2000/XP (Word, Excel, Power Point)
- Communication: MS Teams,Outlook, Slack, Zoom,
- Workday, AWS
- Call Center Customer Service
- Customer Relationship Management (CRM):Salesforce
- POS Systems
- Knowledge Based Articles
- Empathetic
- Critical Thinker
- Problem Solver
- Strong Verbal and Written Communication
- Quality Assurance
- Data Entry
- Effective multitasking
- Independent Worker
Timeline
Food Service Associate - Marathon
07.2023 - Current
Seasonal Sales Associate - Roses, Variety Wholesalers
10.2020 - 02.2021
Customer Service / Insurance Retention Specialist - Sitel
04.2020 - 10.2020
Catalina High School - High School Diploma,