Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

Joshua Alicea

Jacksonville,FL

Summary

A results driven Customer Service Representative at TD Bank, with a focus on leadership development, peer mentorship, and high-level customer care in the credit card services division. Proven track record as a trusted team resource, leading huddles, coaching new hires, and driving knowledge-sharing initiatives. Passionate about creating a positive team culture, improving service workflows, and taking initiative in fraud prevention and customer protection. Actively preparing for a transition into a leadership role by demonstrating ownership, accountability, and a team-first mentality.

Overview

2
2
years of professional experience

Work History

Contact Center Representative

TD Bank Contact Center
Jacksonville, FL
11.2023 - Current
  • Provide front-line support for customers with inquiries regarding credit card maintenance, transactions, payments, and fraud-related concerns.
  • Leading team huddles to reinforce performance goals, share updates, and align team efforts—promoting open communication, and support.
  • Act as a pillar of team knowledge, often sought out by peers and leadership for help with complex account issues, or policy clarifications.
  • Mentor new hires through side-by-side coaching and procedural guidance, strengthening team onboarding, and reducing ramp-up time.
  • Consistently maintain low Customer Commitment Time (CCT) while delivering high customer satisfaction, and maintaining accuracy under pressure.
  • Proactively suggesting improvements to internal processes based on frontline insights, contributing to efficiency and customer experience enhancements.

Education

High School Diploma -

Liceo Politecnico San Luis
Chile
11-2021

Skills

  • Leadership Development
  • Peer Mentoring & Coaching
  • Team Communication & Huddle Facilitation
  • Credit Card Account Management
  • Fraud Detection & Resolution
  • Customer Service Excellence
  • Conflict De-escalation
  • System Navigation & Call Management

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Accomplishments

  • Short-Term Assignment (STA): Selected to coach and support incoming representatives, reinforcing foundational knowledge and boosting new hire confidence.
  • Knowledge Leadership: Recognized for fostering a culture of shared learning and accountability within the team
  • A Q3 WOW Star Award star winner

Timeline

Contact Center Representative

TD Bank Contact Center
11.2023 - Current

High School Diploma -

Liceo Politecnico San Luis

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