Joseph Clay
Glenolden,PA
Summary
Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
TD Bank
Mount Laurel, NJ
08.2022 - Current
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Monitored customer feedback to ensure high levels of satisfaction.
- Provided training and guidance to junior staff members as needed.
- Recommended upgrades or additional features that could enhance user experience.
- Participated in special projects as assigned by management team.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access and account issues.
- Assisted customer in understanding products, components and systems using technical demonstration.
Contact Center Representative
TD Bank
Mount Laurel, NJ
04.2022 - 08.2022
- Answered customer inquiries via phone, email and chat.
- Provided product information to customers.
- Resolved customer complaints in a professional manner.
- Performed troubleshooting and problem solving for customer issues.
- Educated customers on features and benefits of products or services.
Customer Experience Associate
AmeriHealth Administrators
Philadelphia, PA
11.2019 - 04.2022
- Communicated with customers via phone and email.
- Kept accurate records of customer interactions, payments and issues.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Educated clients on how to conduct transactions with convenient online solutions.
Senior insurance agent
CNO Financial Group
Philadelphia, PA
09.2017 - 08.2019
- Engaged customers and provided high level of service by carefully explaining details about coverage
- Analyzed customer needs and provided best options, upselling products and services.
- Exceeded team goals by partnering with staff to share and implement best practices.
Parts Sales Manager
AutoZone
West Chester, PA
11.2016 - 09.2017
- Inspired team members to top sales and service performance and engagement, cultivated exceptional passion to meet customer needs and achieved unprecedented staff retention.
- Conducted complimentary battery checks, [Type] testing and wiper installations.
- Managed knowledgeable and professional [Number]-member parts sales team that delivered right parts to customers quickly and secured great deals on top-quality out-of-stock parts.
- Monitored performance targets and sales metrics of sales team to monitor productivity.
Laboratory Technician
Davis Vision
Newtown Square, PA
07.2013 - 11.2016
- Operate and maintained all machines required to apply arc coating of prescription eyeglasses.
- Maintained a high degree of quality by personally checking each lens to come out of the machines for factory and human error defects.
Team Leader
U.S. Marine Corps Reserves
Harrisburg, PA
01.2009 - 11.2014
- Guided the deployment and usage of the M224 and M224A mortar system while firing over friendly.
- Successfully taught Marines outside of MOS, to properly deploy the weapon system.
- Kept correct rounds counts each time the weapon system was deployed.
- Ensured and maintained the physical and wellbeing of each marine under my care.
Private Data Entry Contractor
Acurian Inc
Willow Grove, PA
11.2012 - 01.2013
- Maintained and Utilized sensitive personal information.
- Filed and tracked the progress of each clinical research respondent.
- Gave weekly reports as to the success of failure of each program Heavy Infantry.
Education
Diploma -
West Philadelphia Catholic High School
06.2007
Skills
- Inbound and Outbound Calling
- Data evaluation
- Microsoft Office expertise
- Technologically savvy
- Direct sales
- Credit card payment processing
- Report generation
- Customer relations
- Store maintenance
- Call Center Operations
- In-store support
- System implementation
Timeline
Technical Support Representative
TD Bank
08.2022 - Current
Contact Center Representative
TD Bank
04.2022 - 08.2022
Customer Experience Associate
AmeriHealth Administrators
11.2019 - 04.2022
Senior insurance agent
CNO Financial Group
09.2017 - 08.2019
Parts Sales Manager
AutoZone
11.2016 - 09.2017
Laboratory Technician
Davis Vision
07.2013 - 11.2016
Private Data Entry Contractor
Acurian Inc
11.2012 - 01.2013
Team Leader
U.S. Marine Corps Reserves
01.2009 - 11.2014
Diploma -
West Philadelphia Catholic High School