Joseph Knight

• Conducted comprehensive investigations on complex cases, leading to successful outcomes and satisfied clients.
• Spearheaded initiatives for continuous improvement in the grievance management process, resulting in increased efficiency across the department.
• Established positive relationships with internal departments, enhancing cooperation when resolving cross-functional grievances.
• Communicated effectively with diverse clientele, demonstrating empathy and professionalism in addressing their grievances.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.

• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Reviewed associate performance to identify training needs.
• Greeted customers and listened closely to problems described to determine solutions.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Managed on-site and off-site installation, repair, maintenance, and test tasks.
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Optimized equipment functionality by performing routine calibration and adjustments to meet manufacturer specifications.

Managed multiple Xerox contracted Facilities Management accounts ▪

Prepared detail internal and external billing reports daily / monthly ▪

Daily tasks included: copying (i.e. letter, legal, books/manuals, litigation and financial statements), faxing and GBC binding ▪

Maintained inventory records, ordering supplies when necessary ▪

Repaired equipment when required

• Increased client satisfaction by effectively managing and resolving account issues.
• Answered customer emails, chats and telephone calls to respond to questions, provide details, and resolve concerns.