Joseph Gorrell
Lehi,UT
Summary
Efficient Customer Service Coordinator focused on resolving customer concerns quickly to maximize satisfaction. Well-versed in operational standards and best practices in production, travel and healthcare industries. Hardworking, disciplined and reliable manager with demonstrated record of success.
Overview
18
18
years of professional experience
Work History
Customer Service Coordinator
TricorBraun Industrial Services LLC
03.2023 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped all business customers every day with positive attitude and focus on customer satisfaction.
- Coordinated all truck logistics for customer deliveries.
- Ordered all supplies for production, PPE, office supply, etc.
- Maintained all payroll information for temporary employees (7-12 employees) at facility.
- Communicated to all Spanish speaking employees about job requirements, interviews, instructions, and company policies and rules.
- Communicated with sales representatives and executive teams in regards to production numbers, delivery dates, and inventory.
Customer Support Manager
Vacationbuilder
02.2018 - 02.2023
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Created department for start-up company, including setting KPIs, organizing quality assurance, and set policies that insured success.
- Hired, oriented, and trained all employees in customer support.
- Handled escalated customer issues, travel insurance claim requirements and chargeback responses with our payment processor.
- Managed 800-2500 customer calls and 300-1500 customer emails per month.
Legal Specialist/Customer Support Specialist
Providence Health & Services
07.2009 - 02.2018
- Filed court documents and legal pleadings with court clerk on behalf of Hospitals.
- Compiled documentation, ensuring accuracy and detail for legal filings, responses to opposing counsel, motions to court and responses to attorney correspondence.
- Increased efficiency and team productivity by promoting operational best practices as senior Customer Support Representative.
- Became top performer by collected over $700000 on customer accounts while meeting all KPIs required by company.
CSP/Bilingual Team Lead
Keybank
04.2007 - 06.2009
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Ran daily reports for department managers showing KPIs measured for every CSP
- Handled all escalated calls for bilingual team.
- Supervised 6 team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Education
Bachelor of Arts - International Area Studies: Development
Brigham Young University
05.2000
Skills
- Training Junior Team Members
- Confidentiality Requirements
- Customer Relations
- Customer Support Plan Development
- Mentoring
- Interdepartmental Collaboration
- Training Programs
- Agent Support
- Schedule Management
- Workflow Schedules
- Customer Focus
- Logistics Management
- Quality Assurance
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Coordinator
TricorBraun Industrial Services LLC
03.2023 - Current
Customer Support Manager
Vacationbuilder
02.2018 - 02.2023
Legal Specialist/Customer Support Specialist
Providence Health & Services
07.2009 - 02.2018
CSP/Bilingual Team Lead
Keybank
04.2007 - 06.2009
Bachelor of Arts - International Area Studies: Development
Brigham Young University
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