Joseph Willis
Jacksonville,FL
Summary
Proven problem-solver with a track record of enhancing customer satisfaction at Convergys through empathetic listening and effective issue resolution. Skilled in call center operations and customer complaint resolution, demonstrated by reducing wait times and improving service outcomes. Expert in maintaining detailed records and managing high call volumes, ensuring optimal client relations and operational efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Pesticide Applicator
Available Pest Control
11.2021 - Current
- Stayed current on industry trends through continued education, attending workshops and conferences regularly.
- Enhanced plant health by identifying and treating specific pest problems with targeted solutions.
- Collaborated with clients to develop customized pest management plans, addressing individual needs and concerns.
- Built strong relationships with vendors, negotiating competitive pricing on products that led to cost savings for clients.
- Ensured public safety by adhering to label instructions and restrictions during pesticide applications.
- Maintained detailed records of pesticide applications, ensuring regulatory compliance and accurate tracking of treatments.
- Reduced pesticide waste by accurately calculating and mixing required amounts for each application.
Tech Support/Customer Service Representative
Optum RX
08.2018 - 11.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service
Convergys
10.2014 - 05.2018
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
Education
High School Diploma -
First Coast Academy
Orange Park, FLSkills
- Goal-Oriented
- Call center experience
- Incoming Call Management
- Customer Complaint Resolution
- Shipping coordination
- Excellent Communication
- Time Management
- Attention to Detail
- Active Listening
- Problem-Solving
Timeline
Pesticide Applicator
Available Pest Control
11.2021 - Current
Tech Support/Customer Service Representative
Optum RX
08.2018 - 11.2021
Customer Service
Convergys
10.2014 - 05.2018
High School Diploma -
First Coast Academy