Joseph Erwin
Jacksonville,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
43
43
years of professional experience
Work History
CSR, Sales
BP Station
01.2016 - 03.2024
- Built strong relationships with clients, leading to repeat business and referrals.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
- Delivered exceptional service, consistently meeting or exceeding performance metrics.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Exceeded monthly quotas consistently by effectively managing time and prioritizing tasks aligned with organizational objectives.
Lead CSR
Circle K Convenience Store
02.2020 - 02.2022
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Collaborated with team members to develop strategies for boosting customer retention rates.
- Streamlined communication between departments for improved efficiency and customer experience.
- Implemented feedback from customers to improve processes and enhance overall user experience.
- Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
Lead CSR, Sales
Hess/Speedway Convenience Store
04.2014 - 03.2017
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Boosted revenue by upselling products and providing personalized recommendations based on client needs.
- Streamlined communication between departments for improved efficiency and customer experience.
- Implemented feedback from customers to improve processes and enhance overall user experience.
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Acted as a liaison between clients, sales representatives, and other internal teams to ensure seamless collaboration efforts.
- Exceeded performance targets regularly by maintaining a high level of productivity and consistently delivering results.
- Fostered a positive work environment by encouraging open dialogue among team members regarding obstacles faced in daily operations.
- Established rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods. Atleast 25,etc.
- Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Route Technician
Florida Times Union
09.1981 - 10.2014
- Reduced vehicle maintenance costs with thorough pre-trip inspections and routine preventative care.
- Adapted quickly to changing weather conditions while driving safely on a variety of terrains such as urban areas, highways, or rural roads.
- Collaborated with team members to improve overall service quality and achieve performance goals.
- Provided exceptional customer service, fostering long-term relationships with key accounts.
- Improved route efficiency by analyzing and optimizing daily delivery schedules.
- Assisted in training new Route Technicians, sharing knowledge of best practices, equipment use, and route mapping.
- Streamlined inventory management for better product tracking and organization.
- Maintained accurate documentation for all deliveries, pickups, returns, and discrepancies in accordance with company guidelines.
- Implemented time-saving strategies for loading/unloading cargo, improving overall productivity levels.
- Boosted on-time delivery rates, ensuring accurate navigation and efficient route planning.
- Stayed in good physical condition in order to handle demanding daily challenges in diverse environments.
Pest Control Technician
Security Pest Control
03.1994 - 04.2006
- Applied pesticides to inside and outside of structures utilizing company protocols.
- Upheld high standards of professionalism, maintaining a clean appearance and courteous demeanor while interacting with clients.
- Educated and advised customers on preventive measures to reduce pest infestations.
- Conducted property and building walk-throughs to assess conditions, identify infestations, and isolate sources.
- Eliminated pest infestations by accurately identifying pests and applying appropriate treatment methods.
- Strengthened relationships with commercial accounts through attentive service and consistent communication regarding treatment progress.
- Educated customers on ways to prevent future pest infestations, fostering a proactive approach to property care.
Education
High School Diploma -
Baker County Senior High School
Glen Saint Mary, FL05.1991
Skills
Managed Payroll 5 years
Managed employees 5 years
Delegated tasks to employers
Operate POS system
Timeline
Lead CSR
Circle K Convenience Store
02.2020 - 02.2022
CSR, Sales
BP Station
01.2016 - 03.2024
Lead CSR, Sales
Hess/Speedway Convenience Store
04.2014 - 03.2017
Pest Control Technician
Security Pest Control
03.1994 - 04.2006
Route Technician
Florida Times Union
09.1981 - 10.2014
High School Diploma -
Baker County Senior High School
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