Joseph Linehan
Crystal River
Summary
Dynamic professional with over 18 years of customer service experience. Known for calmness under pressure and a strong ability to resolve complex inquiries. Committed to improving service delivery and fostering long-term customer relationships.
Overview
24
24
years of professional experience
Work History
Senior Customer Service Representative
Ricoh USA
Boston, MA
09.2007 - 05.2026
- Resolved complex customer inquiries, ensuring high satisfaction and retention rates.
- Implemented process improvements that streamlined service delivery and reduced response times.
- Collaborated with cross-functional teams to enhance product knowledge and support strategies.
- Developed training materials for new employees, improving onboarding efficiency and effectiveness.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
Drug Screener
SECON
Quincy, MA
06.2002 - 08.2007
- Conducted thorough screening of individuals and materials for compliance with safety regulations.
- Collaborated with team members to enhance workflow efficiency and accuracy in screening processes.
- Trained new staff on screening protocols and best practices to ensure consistency and quality.
- Implemented process improvements that reduced screening time while maintaining high-quality standards.
- Coordinated with management to align screening operations with organizational goals and objectives.
- Complied with all federal, state, and local regulations as well as company rules.
- Maintained accurate reports and records on court-mandated clients.
- Served as a point of contact for candidates throughout the screening process, addressing inquiries and providing guidance when necessary.
Education
High School Diploma -
Middleboro High School
Middleboro, MASkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Cross-functional collaboration
- Shipping and logistics
- Customer service
- Calm under pressure
- Issue and complaint resolution
- Customer relations
Timeline
Senior Customer Service Representative
Ricoh USA
09.2007 - 05.2026
Drug Screener
SECON
06.2002 - 08.2007
High School Diploma -
Middleboro High School