Joseph Evans II
Newport News,VA
Summary
Seasoned Customer Service Supervisor at T-Mobile, adept in problem-solving and team leadership. Excelled in enhancing service quality and customer satisfaction, significantly reducing escalated issues. Skilled in MS Office and proficient in fostering team development, demonstrating a track record of achieving and surpassing goals through effective training and mentoring.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
T-Mobile
03.2022 - 06.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Collections Account Manager
CKS Financial
05.2019 - 01.2022
- Implemented automated reminder systems that contributed to a decrease in past due invoices.
- Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
- Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Trained new team members in company policies, procedures, and best practices for successful collections management.
- Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
Floor Salesperson
Home Emporium
11.2016 - 02.2019
- Contributed to a positive work environment through effective communication and teamwork with colleagues.
- Increased sales by providing exceptional customer service and product knowledge.
- Strengthened brand loyalty by engaging with customers both in-store and via social media platforms.
- Provided valuable input during team meetings, brainstorming strategies for increasing sales and enhancing the customer experience.
- Boosted overall store revenue by upselling and cross-selling items based on customers'' needs and preferences.
- Greeted customers, helped locate merchandise, and suggested suitable options.
Kitchen Manager
Red Robin
03.2013 - 01.2016
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
- Achieved rapid ticket times during peak service hours by effectively managing workflow distribution across various stations.
- Contributed to a positive workplace culture by actively engaging with staff members, promoting open communication channels, and demonstrating support for ongoing professional development opportunities.
- Reviewed and analyzed kitchen performance to verify gaps and observe continuous improvement.
- Evaluated employee performance regularly, addressing any skill gaps or growth opportunities through ongoing training initiatives.
Debt Collector Agent
Portfolio Recovery Associates
09.2009 - 12.2012
- Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
- Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.
- Collaborated with team members to identify trends in non-payment behaviors, developing targeted collection strategies.
- Contributed to a supportive work environment by sharing best practices and assisting team members in achieving departmental goals.
- Established positive rapport with customers during difficult conversations, leading to more cooperative attitudes towards settling unpaid balances.
- Exceeded performance goals through proactive outreach efforts and exceptional negotiation skills in securing repayment agreements.
- Maximized debt recovery by diligently tracking down and contacting delinquent account holders.
- Collected on delinquent accounts to reduce overdue balances.
Education
High School Diploma -
Deep Creek High School
Chesapeake, VA06.2005
Skills
Problem-Solving
Time Management
Customer Service
Team Building and Leadership
Training and mentoring
Team Development
New Hire Training
Handling Escalations
MS Office
Call Monitoring
Leading Team Meetings
Call Center Operations
Timeline
Customer Service Supervisor
T-Mobile
03.2022 - 06.2024
Collections Account Manager
CKS Financial
05.2019 - 01.2022
Floor Salesperson
Home Emporium
11.2016 - 02.2019
Kitchen Manager
Red Robin
03.2013 - 01.2016
Debt Collector Agent
Portfolio Recovery Associates
09.2009 - 12.2012
High School Diploma -
Deep Creek High School