Joseph Durko
Client Services
Aledo,TX
Summary
Accomplished professional with expertise in client engagement, sales, training, and leadership. Spearheaded improvement in service levels through innovative training programs. Proven leader in customer support strategies, enhancing team performance and client satisfaction. Recognized for exceptional communication and regulatory compliance, driving success in dynamic environments.
Overview
14
14
years of professional experience
Work History
Client Services Specialist
Ascensus
Fort Worth
10.2024 - Current
- Conducted client follow-ups to enhance support and engagement with compliance records.
- Maintained and updated client records in Salesforce to ensure accuracy and accessibility.
- Attained ASPPA RPF Certification within one month of employment, surpassing required completion time of 12 months
Caretaker
Family Care
Fort Worth
01.2023 - 03.2024
- Managed comprehensive care for two elderly adults, including scheduling six to eight doctor appointments weekly.
Provided essential feeding and hygiene assistance to support daily activities.
Administered three months of continuous hospice care, prioritizing patient well-being.
Executive Assistant to the CFO
Cheyenne Construction
Fort Worth
08.2022 - 01.2023
- Directed financial and payment operations, ensuring accuracy and efficiency for $50m annual general contractor.
- Developed financial models to inform senior leadership and investors on housing developments, enhancing strategic decision-making.
- Partnered with concrete material vendors to secure portland cement and additives, optimizing supply chain for multiple construction projects.
- Developed internal cost coding system for all materials and processes.
Director of Learning and Development
Ally Lending
Fort Worth
02.2021 - 08.2022
- Orchestrated design, taxonomy, and rollout of streamlined Process Document system, enhancing accessibility of resources for call center associates to improve client support.
- Created comprehensive 3-week training program encompassing daily lesson plans, PowerPoint presentations, assessments, roleplay scenarios, and supplementary materials.
- Facilitated three-week training course for three classes of 12 new agents.
Achieved 10% higher service level agreement average for new agents compared to previous employees.
Customer Service Supervisor and Trainer
BB&T
Arlington
06.2016 - 12.2018
- Achieved BBT Olympian Award, recognizing top 1% of performers among 1,500 CS employees for consecutive years.
- Led team of 20 members, implementing quality coaching initiatives monthly to enhance service delivery.
- Handled escalations for active calls as sole nightshift supervisor, ensuring effective support for over 100 agents.
Internet Sales Manager
AutoNation Chevrolet
Waco
08.2012 - 06.2016
- Analyzed market trends to uncover opportunities for increasing online sales.
- Developed online marketing strategies that increased vehicle visibility and supported sales growth.
- Collaborated with sales staff, finance, and clients to create a streamlined and effective sales environment.
Skills
- CRM software expertise
- Call center experience
- Performance metrics
- Support strategies
- Engagement techniques
- Upselling techniques
- Relationship management
- Regulatory compliance
- Program development
- Leadership dynamics
- Effective communication
Timeline
Client Services Specialist
Ascensus
10.2024 - Current
Caretaker
Family Care
01.2023 - 03.2024
Executive Assistant to the CFO
Cheyenne Construction
08.2022 - 01.2023
Director of Learning and Development
Ally Lending
02.2021 - 08.2022
Customer Service Supervisor and Trainer
BB&T
06.2016 - 12.2018
Internet Sales Manager
AutoNation Chevrolet
08.2012 - 06.2016