Joseph Feola
Venice,FL
Summary
Dynamic professional with a proven track record at Greentech Renewables, excelling in customer service and team training. Enhanced call resolution rates through effective coaching and implemented strategies that improved agent productivity. Known for reliability and problem-solving skills, consistently delivering exceptional results in high-pressure environments.
Overview
18
18
years of professional experience
Work History
Will Call Manager
Greentech Renewables
08.2018 - Current
- Addressed customer inquiries promptly to improve satisfaction.
- Implemented new call routing strategies to maximize agent productivity and minimize wait times.
- Increased first-call resolution rates through ongoing coaching and skill development of team members.
- Managed high call volumes with consistent professionalism, ensuring timely assistance to callers.
Auto Body Shop Manager
Starling Buick Gmc
06.2016 - 08.2018
- Provided exceptional customer service through transparent communication about repair timelines, costs, and expectations throughout the entire process.
- Enhanced shop efficiency by streamlining repair processes and allocating tasks effectively.
- Expanded service offerings to include specialized repairs, attracting a wider range of clientele and increasing revenue streams.
- Increased overall profitability through effective cost control measures, such as managing inventory and reducing waste materials.
Pre-owned Vehicle Inspection Manager
Darby Buick Gmc
11.2014 - 07.2016
- Increased efficiency by establishing standard operating procedures for all aspects of the auto detailing process.
- Enhanced customer satisfaction by providing top-notch auto detailing services and addressing concerns promptly.
- Built strong relationships with suppliers to negotiate bulk discounts on cleaning products without compromising on quality.
- Managed a team of detailers, ensuring consistent quality and timely completion of tasks.
- Collaborated with sales team to develop tailored detailing packages that catered to specific customer needs.
- Maintained high levels of communication with clients, resulting in repeat business and positive word-of-mouth referrals.
Electrician
Yankee Electric Construction
01.2010 - 11.2014
- Worked from ladders, scaffolds and lifts to install, maintain, or repair electrical wiring equipment and lighting fixtures in ceilings, on roofs and on towers.
- Installed and wired electrical transformers, service panels, and circuit breakers.
- Planned layout and installation of electrical wiring, equipment, and fixtures based on specifications and applicable code.
- Used testing instruments such as ohmmeters, voltmeters, ammeters, and multimeters.
- Read and interpreted electrical, mechanical, and architectural drawings and electrical code specifications for wiring layouts.
- Demonstrated expertise in use of cable reels, stripping tools, voltage detectors, and wire and cable cutters to complete fast-paced work.
HVAC Installer
G&O Mechanical
06.2007 - 01.2010
- Assembled air ducts, pipes, discharge valves and flues to central heating and cooling equipment.
- Removed old equipment from customers' homes and cleaned up areas to prepare for new installations.
- Installed bypass dampers, low voltage wiring, smoke detectors, split systems, and package units in commercial or residential buildings.
- Facilitated seamless transitions from older HVAC systems to newer models through expert removal of existing equipment and precise installation of replacements.
- Provided outstanding customer service throughout the entire project lifecycle, from initial consultation to final walkthroughs after completion of installations.
Skills
- Quality assurance
- Call monitoring
- Training management
- Document management
- Information tracking
- Positive attitude
- Teamwork
- Customer service
- Problem-solving
- Multitasking
- Reliability
Timeline
Will Call Manager
Greentech Renewables
08.2018 - Current
Auto Body Shop Manager
Starling Buick Gmc
06.2016 - 08.2018
Pre-owned Vehicle Inspection Manager
Darby Buick Gmc
11.2014 - 07.2016
Electrician
Yankee Electric Construction
01.2010 - 11.2014
HVAC Installer
G&O Mechanical
06.2007 - 01.2010
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