Joseph Pearce
Brinson,GA
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
8
8
years of professional experience
Work History
Account Services Lead
ITW LABELS
BOGART, GA
11.2021 - Current
- Educated clients on relevant policies and options and answered questions to remedy issues.
- Balanced 40+ accounts simultaneously, maintaining regular contact and professional relationships with each.
- Responded proactively and positively to rapid change in a short span of time.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Medicare Customer Service Claims Representative
Blue Cross NC
01.2024 - 05.2024
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
Packaging Data Analyst
Ahold Delhaize
03.2023 - 09.2023
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
Customer Service Manager
UberPrints
Athens, GA
04.2017 - 11.2021
- Supervise employees and assess performances to determine training needs and define accurate plans for decreasing process lags.
- Introduce higher standards for customer service and increased efficiency by streamlining operations.
- Manage department call volume of 100+ calls per day and coordinate department schedules to maximize coverage during peak hours.
- Assess call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Collaborate with all departments to improve customer service processes and support structures company-wide.
- Develop documentation and logs of implemented solutions and generate and submit weekly reports.
- Collect customer feedback and make process changes to exceed customer satisfaction goals.
- Sustain continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
Education
Bachelor of Arts - Communication Studies
The University of Georgia
Athens, GA05.2018
High School Diploma -
Seminole Co
Donalsonville, GA04.2012
Skills
- Microsoft Dynamics NAV
- Customer Account Management
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Understanding Customer Needs
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Manager Coaching and Training
- Client Relationships
- Customer Transactions
Timeline
Medicare Customer Service Claims Representative
Blue Cross NC
01.2024 - 05.2024
Packaging Data Analyst
Ahold Delhaize
03.2023 - 09.2023
Account Services Lead
ITW LABELS
11.2021 - Current
Customer Service Manager
UberPrints
04.2017 - 11.2021
Bachelor of Arts - Communication Studies
The University of Georgia
High School Diploma -
Seminole Co
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