Joseph Ging
Sherman,TX
Summary
I bring over 10 years of experience in customer service, workplace training, quality assurance, sales, and marketing. I thrive in collaborative environments and am passionate about helping teams succeed because I believe a rising tide lifts all boats. Known for my energy, reliability, and drive to be of service, I work tirelessly to support others and deliver results. I am excited to bring this dedication into a new role and contribute to a workplace where teamwork and excellence go hand in hand.
Overview
9
9
years of professional experience
Work History
Quality Compliance Clerk
Altria
04.2023 - Current
- Contributed to a successful QA project supporting PMTA product approval by monitoring issues and maintaining accurate reports.
- Implemented the idea of regular team meetings, improving communication and accountability within the group.
- Compiled and completed over 300 workplace trainings, building broad knowledge in compliance, QA, and workplace standards.
- Produced daily QA reports and flagged recurring issues, ensuring consistency in product quality.
- Actively engaged in cultural discussions, helping ease tensions, promote professionalism, and encourage alignment with leadership.
Customer Service Representative
NJOY (acquired by Altria)
07.2019 - 04.2023
- Maintained top customer satisfaction scores across calls and emails, consistently recognized for professionalism and empathy.
- Reported website bugs and usability issues, helping improve the customer experience and product support.
- Designed one-sheet training documents for all major processes and built a centralized, clickable Google Drive resource hub that streamlined onboarding and training.
- Guided and mentored new employees, using the training hub to make knowledge accessible and reduce ramp-up time.
- Contributed to company growth and transition, supporting the team through NJOY’s acquisition by Altria and gaining firsthand experience in a start-up scaling into a corporate environment.
Customer Support & Quality Assurance Specialist
IntouchCX
12.2016 - 04.2019
- Provided front-line support for Spotify customers on Twitter, answering questions with clarity, empathy, and an approachable tone.
- Developed a 5-step guide to improve consistency and friendliness in social responses, later used as a training tool for new hires.
- Trained and mentored team members on effective communication, encouraging authentic variations in responses to keep interactions natural and engaging.
- Transitioned into Quality Assurance, reviewing social media interactions, coaching agents, and ensuring service standards were met.
- Part of the first training class for the project, serving as a mentor for two years and contributing to team culture and process improvement before the work was offshored.
Education
Associate of Science - Internet Information Systems
Remington College
Tempe, AZ06.2002
Skills
- Customer Service & Social Media Support (Twitter, Email, Phone)
- Quality Assurance & Compliance (PMTA process, daily reporting)
- Training & Onboarding Development
- Process Improvement & Documentation
- Team Collaboration & Morale Building
- Communication & Conflict Resolution
Timeline
Quality Compliance Clerk
Altria
04.2023 - Current
Customer Service Representative
NJOY (acquired by Altria)
07.2019 - 04.2023
Customer Support & Quality Assurance Specialist
IntouchCX
12.2016 - 04.2019
Associate of Science - Internet Information Systems
Remington College
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