Joseph Caruso
Tampa,FL
Summary
Results-driven professional with over 8 years of experience in high-volume service environments, including call centers and client support. Expertise in call handling, issue resolution, account management, and relationship building. Capable of managing high-value customers and de-escalating concerns while supporting sales initiatives in dynamic remote and onsite settings.
Overview
13
13
years of professional experience
Work History
Coach counselor
Rite of Passage
Tampa, Florida
08.2025 - 08.2026
- Maintained safety and security of female youth in an intensive mental health facility through supervision and crisis intervention strategies.
- Developed individualized coaching plans for youth participants at Rite of Passage.
- Facilitated group sessions to enhance teamwork and communication skills among participants.
- Provided ongoing support and mentorship to foster personal growth in youth individuals.
Guest Services & Security Support
Hard Rock Hotel & Casino
Tampa, USA
03.2023 - 03.2025
- Delivered high-level customer support to guests in a fast-paced, high-volume environment
- Resolved guest concerns promptly, enhancing satisfaction and loyalty
- Coordinated with departments to address service issues, improving guest experience
- Managed sensitive situations with composure, maintaining high service standards
Transport & Client Care Specialist
Florida Department of Juvenile Justice
Tampa, USA
11.2017 - 01.2023
- Facilitated communication with clients and staff under strict protocols to ensure clarity and adherence
- De-escalated tense situations through calm, clear verbal interactions to maintain a supportive environment
- Executed accurate documentation and compliance standards to uphold regulatory requirements
- Exhibited reliability and confidentiality while handling sensitive information in professional settings.
Customer Service Representative / Sales Agent
OneTouch Direct (T-Mobile Program)
Tampa, USA
09.2015 - 11.2017
- Managed high-volume inbound and outbound customer calls, ensuring timely and effective resolution of inquiries
- Supported billing, service upgrades, troubleshooting, and account management to enhance customer satisfaction
- Cultivated relationships to improve customer retention and facilitate light sales conversions
- Built rapport to drive customer retention and light sales conversions
Guest Safety & Support Officer
Mohegan Sun Casino
Wilkes-Barre, USA
11.2013 - 09.2015
- Assisted customers with directions and resolved issues to enhance patron experience
- Collaborated with team members to streamline daily operations and ensure effective communication
- Monitored gaming floor activities to ensure compliance with regulations.
- Assisted guests with inquiries and provided exceptional customer service.
- Coordinated with security teams to maintain a safe environment for guests.
Education
High School Diploma -
Forest City Regional High School
Forest City, PASkills
- Customer Retention
- Account Support
- Light sales and upselling
- Inbound and outbound calls
- CRM Documentation
- Monitoring Interactions
- Conflict Resolution
- Multitasking
- Interpersonal Communication
Timeline
Coach counselor
Rite of Passage
08.2025 - 08.2026
Guest Services & Security Support
Hard Rock Hotel & Casino
03.2023 - 03.2025
Transport & Client Care Specialist
Florida Department of Juvenile Justice
11.2017 - 01.2023
Customer Service Representative / Sales Agent
OneTouch Direct (T-Mobile Program)
09.2015 - 11.2017
Guest Safety & Support Officer
Mohegan Sun Casino
11.2013 - 09.2015
High School Diploma -
Forest City Regional High School