Joshua Callaway
Miramar,FL
Summary
Self-motivated Client Experience Support Supervisor brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Ambitious professional with a strong desire to excel in all aspects of life.
Overview
9
9
years of professional experience
Work History
Client Experience Support Supervisor
SHIPMONK
10.2021 - Current
- Team Leadership, Team Building, Team Management, Leadership, Time Management, Customer Service, Account Management, Asana, Salesforce.com, AirCall, Microsoft Office
- Coached employees through day-to-day work and complex problems.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Prepared employee schedules for maximum coverage during key hours.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
JR Happiness Engineer
ShipMonk
10.2021 - Current
- Managed a queue of merchant inquiries (phone, chats, emails, and tickets) daily
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
Email Modification Specialist
Global Response
06.2019 - 07.2020
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Kept accurate records of customer support interactions using defined methods and tools.
- Creation of personalized quick text.
Quality Assurance Analyst/Coach
Inktel Contact Center Solutions
03.2015 - 02.2019
- Evaluated calls and coached teams of 20-50 representatives on various metrics
- Led internal and client calibrations, conducted focus groups, and provided one-on-one and classroom training
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Education
Associate of Arts -
Broward College
Pembroke Pines, FL2014
High School Diploma -
Miramar High School
Miramar, FL06.2012
Skills
- Customer Service
- Problem Solving & Critical Thinking
- De-Escalation
- Time Management & Time Sheets
- Kahoots
- Axonify (My Personal Coach)
- RightNow Technologies
- IT Skills
- Proficient in Active Directory
- Configure VPN
- Assist with remote work setup during the pandemic
- Equipment issuance
- Achievements
- Adobe Dreamweaver CS4
- Call Center Customer Service
- Providing Constructive Feedback
- Quick adaptation to change
- Microsoft Office (Word, PowerPoint, Excel, Outlook)
- Adobe Connect
- Leadership
Timeline
Client Experience Support Supervisor
SHIPMONK
10.2021 - Current
JR Happiness Engineer
ShipMonk
10.2021 - Current
Email Modification Specialist
Global Response
06.2019 - 07.2020
Quality Assurance Analyst/Coach
Inktel Contact Center Solutions
03.2015 - 02.2019
Associate of Arts -
Broward College
High School Diploma -
Miramar High School
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