Joseph Young
Columbia,CA
Summary
Highly personable and experienced Customer Service Manager with a proven track record at Muscle and Strength, excelling in team building and leadership. Expert in CRM and eCommerce platforms, I fostered high customer satisfaction and retention while streamlining support processes. Authored a comprehensive service manual, enhancing inter-department collaboration and operational efficiency.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Muscle and Strength
08.2010 - Current
- Built the Customer Service department from the ground up.
- Trained all Customer Service associates and regularly mentored them on performance and customer service techniques.
- Processed the vast majority of online orders for over a decade maintaining an industry leading percentage of chargebacks.
- Fostered a culture of high customer satisfaction and a high customer retention rate.
- Streamlined support tickets with a very quick response time and high percentage of one touch resolutions.
- Authored customer service manual to standardize procedures across all departments.
- Cultivated positive rapport with fellow employees from other departments to boost company morale and ensure all departments worked together on the common goal of customer satisfaction.
Video Editor
Image Reproductions
05.2008 - 08.2010
- Reproduction of many forms of video media for individual clients and local television stations alike.
- Delivered edits on time for reviews and final delivery.
- Office Management.
Education
Bachelor of Science - Communications
Columbia International University
Columbia, SCSkills
- Team building and leadership
- Staff management
- Inter-department collaboration
- Customer relationship management (CRM)
- Staff training
- Experienced in OpenMage and related eCommerce platforms
- Skilled in customer support tools including Zendesk
- Proficient in payment processing solutions like Checkoutcom, Kount and Reach
Timeline
Customer Service Manager
Muscle and Strength
08.2010 - Current
Video Editor
Image Reproductions
05.2008 - 08.2010
Bachelor of Science - Communications
Columbia International University