Joseph Di Paola
Largo
Summary
Dynamic customer retention and account management professional with over 6 years of experience delivering exceptional service and fostering long-term client relationships that drive revenue growth. Expertise in resolving complex customer issues, negotiating favorable outcomes, and identifying strategic opportunities to enhance customer loyalty while consistently surpassing performance metrics. Proficient in utilizing CRM systems, providing sales support, and analyzing customer trends to optimize processes and achieve business objectives. Recognized for outstanding communication, problem-solving abilities, and a commitment to creating positive customer experiences that contribute to team success in fast-paced environments.
Overview
1
1
Language
8
8
years of professional experience
Work History
Customer Retention Specialist
CoverageX LLC
10.2025 - Current
- The CoverageX Retention Specialist is responsible for daily customer support. With a comprehensive knowledge of CoverageX products, the retention specialist works to provide a premier customer experience, actively resolve conflicts, retain existing customers, and provide maintenance to our contract holders.
- Responsibilities:
- Responsible for communicating policy updates via email/phone.
- Hold a complete understanding of the products sold by CoverageX
- Educate customers by explaining the policies that they are enrolled in.
- Navigate through CoverageX's in house CRM: Pacman.
- Notate files accordingly for documentation purposes.
- Run monthly premiums for customer.
- Actively search for a means to resolve conflicts.
- Follow sales procedures when enrolling potential customers into new policies.
- Provide overflow collections support
- Be the primary escalation contact for customers who would like to cancel their policy.
- Explain the benefits of continuing their coverage they have with us.
- Adjust customers policies through our internal software system.
- Work with other internal departments to gather information needed to best address the customers situation.
- Analyze customer feedbacks and develop new techniques to ensure customer retention.
- Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
- Identify cancellation trends and work with management to come up with a solution.
Construction Consultant
R. Elk Consulting
10.2023 - Current
- Project Planning
- Client Advising
- Site Coordination
- Provided expert consultation on residential and commercial construction projects, ensuring compliance with local building codes, safety regulations, and industry standards.
- Assisted clients with pre-construction planning, budgeting, material selection, and contractor bidding to optimize timelines and reduce costs.
- Coordinated with architects, engineers, subcontractors, and city inspectors to streamline workflow and maintain project momentum.
- Conducted site visits to monitor progress, resolve issues, and provide quality control recommendations throughout the project lifecycle.
- Advised on construction best practices, vendor negotiations, permit acquisition, and change order management.
- Delivered actionable insights that reduced project delays, improved client satisfaction, and enhanced overall project efficiency.
Business Owner
Coastal Home Solutions
07.2024 - 02.2026
- Residential & Commercial Renovations
- General Contracting Oversight
- Client Relations
- Founded and operate Coastal Home Solutions, a full-service remodeling company specializing in kitchens, bathrooms, flooring, cabinetry, countertops, home additions, and outdoor living spaces across Pinellas County.
- Oversee all phases of construction projects from client acquisition through final walkthrough, managing scopes ranging from $10K to $250K+.
- Collaborate with licensed general contractors, architects, and subcontractors to deliver high-quality renovations on time and within budget.
- Develop and execute detailed project plans, coordinate labor and materials, and ensure code compliance, safety, and quality control on all job sites.
- Lead client consultations, provide customized estimates, and maintain clear, consistent communication to ensure a seamless customer experience.
- Manage all business operations, including marketing strategy, budgeting, vendor relations, CRM systems, permitting, and subcontractor invoicing.
- Built a strong local presence through branding, online visibility, and exceptional service-resulting in repeat clients, referrals, and 5-star reviews.
Customer Loyalty Representative
Protect My Car
03.2022 - 09.2023
- The PMC Customer Loyalty Representative is responsible for daily customer support. With a comprehensive knowledge of Protect My Car products, the customer loyalty representative works to provide a premier customer experience, actively resolve conflicts, retain existing customers, and provide maintenance to our contract holders.
- Responsibilities:
- Responsible for communicating policy updates via email/phone.
- Hold a complete understanding of the products sold by Protect My Car.
- Educate customers by explaining the policies that they are enrolled in.
- Navigate through Protect My Car's in house CRM: Pacman.
- Notate files accordingly for documentation purposes.
- Run monthly premiums for customer.
- Actively search for a means to resolve conflicts.
- Follow sales procedures when enrolling potential customers into new policies.
- Provide overflow collections support
- Be the primary escalation contact for customers who would like to cancel their policy.
- Explain the benefits of continuing their coverage they have with us.
- Adjust customers policies through our internal software system.
- Work with other internal departments to gather information needed to best address the customers situation.
- Analyze customer feedbacks and develop new techniques to ensure customer retention.
- Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
- Identify cancellation trends and work with management to come up with a solution.
Senior Sales Advisor
Protect My Car
04.2021 - 09.2023
- Helping consumers purchase an extended auto warranty to gain peace of mind when their vehicle breaks down! All plans come with towing, 24/hour roadside assistance, and rental car benefits. This is like auto insurance for the mechanical components of the vehicle.
- Closing the deal on that same transferred call. (1 call close)
- Going over policy details, explaining coverage and cost
- Address objections by building trust and showing value
- Acting as “Budgeting Manager” and applying discounts in order to close the deal.
- Averaging 25-35 calls a day
Sales Representative
Gameday Media
04.2020 - 04.2021
- We are the industry leader in creating custom golf products for courses. We sell the advertising space on those products. It is a great opportunity for businesses to be featured in front of middle to high income people-GOLFERS- all throughout the nation. This is all B2B sales. This entails cold calling businesses, following up with businesses, emailing them product information and pricing.
Sales Representative
INNOVATIVE DESIGNS/ReefNReel
09.2018 - 03.2020
- Responsible for Promotional Product sales (Yeti,Ric,Polar Camel product's).
- Performed onsite, in-store sales
- Partnered with company managers to plan sales strategy
- Identified sales opportunities and acted on leads
- Answered product and service related questions
- Made outbound calls to prospective customers
- Provided outstanding customer service
Education
High School Diploma -
THE BOCA CIEGA HIGH SCHOOL
Gulfport, FL06-2013
Skills
- Customer Success
- Account Management
- Client Retention
- Customer Experience
- Revenue Retention
- CRM
- Salesforce
- Conflict Resolution
- Upselling
- Cross-selling
- Relationship Management
- KPI Reporting
- Data Analysis
- Customer Satisfaction
- Renewals
Languages
English
Native or Bilingual
Additional information
Highly successful in developing, building employee relationships that contribute to cost reduction and margin increases.- Striving to improve operations and improve daily processes by teaching the best practices, and upholding company policies. - Passion of maintaining a strong relationship with outside vendors and staff to maximize productivity and sales.- Outstanding communicator with strong areas including verbal, written, and presentational skills. - Takes pride in training and developing internally and helping spread that positive and leadership type role to the rest of my peers. - Always willing to develop new relationships with customers, co-workers, and potential new business partners.- Excels in having an analytical understanding of weekly, monthly and yearly metrics from sales and operational aspects of the company. Forklift certified Good multitasker Well rounded in Quickbooks
Timeline
Customer Retention Specialist
CoverageX LLC
10.2025 - Current
Business Owner
Coastal Home Solutions
07.2024 - 02.2026
Construction Consultant
R. Elk Consulting
10.2023 - Current
Customer Loyalty Representative
Protect My Car
03.2022 - 09.2023
Senior Sales Advisor
Protect My Car
04.2021 - 09.2023
Sales Representative
Gameday Media
04.2020 - 04.2021
Sales Representative
INNOVATIVE DESIGNS/ReefNReel
09.2018 - 03.2020
High School Diploma -
THE BOCA CIEGA HIGH SCHOOL