JOSEPH SILVA
Las Vegas,NV
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Customer Service Consultant
Farmers Insurance Company
Grand Rapids, Michigan
12.2024 - Current
- Built rapport with policyholders and utilized consultative conversations to identify insurance needs, recommend appropriate solutions, and enhance customer retention.
- Educated customers on policy coverages, billing options, and available products, creating opportunities to increase customer value and strengthen account relationships.
- Managed complex customer interactions while demonstrating strong problem-solving skills and a commitment to positive customer outcomes.
- Consistently achieved performance goals and quality metrics within a fast-paced, high-volume environment.
- Leveraged extensive knowledge of Farmers products, processes, and systems to provide accurate guidance and build customer confidence.
- Served as a mentor for new employees, supporting onboarding efforts and sharing best practices for customer engagement and service excellence.
- Partnered with multiple business units during organizational initiatives and system transitions to ensure uninterrupted support for customers.
- Demonstrated adaptability, professionalism, and accountability while maintaining a strong focus on customer satisfaction and business results.
Sales Supervisor
7 For All Mankind
Las Vegas, NV
05.2024 - 12.2024
- Client Relationship Management: Cultivated high-value relationships with key clients, driving repeat business, expanding accounts, and increasing overall revenue.
- Achieved sales targets by monitoring team performance metrics and adapting sales strategies to capitalize on market opportunities.
- Partnered with team members to close complex deals, implement cross-selling techniques, and drive product upselling strategies, contributing to revenue growth.
- Coached and trained sales representatives in advanced negotiation techniques, complex issue resolution, and de-escalation strategies for high-friction client interactions, enhancing team capabilities.
- Data-Driven Planning: Analyzed sales pipelines and historical performance data to establish competitive quotas, project revenue targets, and identify untapped growth opportunities.
Customer Service Consultant
Carmax
Las Vegas, NV
10.2023 - 05.2024
- Escalation Management: Managed complex customer escalations, partnering with senior leadership to ensure critical issues received swift, high-priority resolution.
- Dual-Channel Multitasking: Managed high-volume inbound calls and real-time website chats, delivering courteous and efficient support under pressure.
- Consultative Selling: Used targeted questioning to identify customer needs and skillfully addressed objections through effective communication.
- Adaptive Communication: Tailored tone and communication styles to diverse customer profiles, exercising active listening and empathy to de-escalate sensitive situations.
- Product & System Expertise: Acquired deep knowledge of company products, core systems, and operating policies to deliver expert, high-accuracy customer support.
- Consistent Target Achievement: Achieved 80% of monthly sales targets while maintaining high customer engagement standards at CarMax.
Shift Leader
Panda Express
Shawnee, KS
01.2019 - 05.2013
- Team Leadership & Operations: Directed a team of 7+ employees, managing daily workflow distribution to ensure full operational efficiency and timely task execution.
- Monitored operational metrics and analyzed data to identify performance gaps, implementing corrective action plans to enhance overall team effectiveness.
- Enforced compliance with company guidelines and health and safety regulations, creating a secure and productive work environment.
- Resolved complex customer inquiries and complaints efficiently, resulting in measurable improvements in customer satisfaction ratings.
Education
Highschool - NJROTC
Shawnee Mission North
Las Vegas, NV05-2021
Skills
- Consultative Selling & Upselling
- Customer Relationship Management (CRM)
- High-Volume Escalation Resolution
- Cross-Functional Collaboration
- Team Leadership & Mentorship
Technical and Analytical Skills
- Salesforce CRM
- Microsoft Excel (Data Analysis & Reporting)
- Key Performance Indicator (KPI) Tracking
- Multi-Channel Communication (Voice, Chat)
Certification
- Property and Casualty license
Timeline
Customer Service Consultant
Farmers Insurance Company
12.2024 - Current
Sales Supervisor
7 For All Mankind
05.2024 - 12.2024
Customer Service Consultant
Carmax
10.2023 - 05.2024
Shift Leader
Panda Express
01.2019 - 05.2013
Highschool - NJROTC
Shawnee Mission North