Joshua Biagas
Plano,TX
Summary
Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Lead Senior Customer Success Manager
Gotphoto
01.2022 - Current
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Global Customer Success Lead, AWS
Amazon
04.2019 - 01.2022
- Oversee client onboarding and collaborate with implementation team for successful kick off
- Directed global programs and implemented innovative Amazon products and spearheaded strategic changes to optimize performance and growth
- Enhanced leadership capability through coaching, guidance and learning opportunities.
Client Solutions Operations (AR)
AT&T
07.2017 - 04.2019
- Analyzed client and consumer feedback and adjusted campaigns based on results.
- Worked with client leadership to develop solutions specifically targeting client business and marketing goals.
- Managed, inspired, and trained team to get to heart of clients' business problems and discover potential solutions.
- Supported, authorized retailer team as point-of-contact for questions and concerns and assisted with high-level projects, meetings, and presentations
Business Account Executive
AT&T
Los Angeles, CA
03.2016 - 07.2017
- Contributed long-term sales strategy ideas to team to promote continuing business success.
- Mastered and constantly improved sales prospecting, follow-up and upsell processes..
- Participated in monthly training on latest technology trends and products in industry.
- Converted 90% qualified leads to new business within first year
People Business Partner, Retail (Contractor)
Apple
05.2014 - 06.2016
- Conveyed feedback and needs to internal teams and collaborated with company stakeholders to resolve any issues
- Engaged with customers across various industries, sizes, and types, and discovered their needs and found solutions to address them
- Evaluated development needs and implemented comprehensive strategy that included different learning methods, such as individualized learning, classroom learning, and others.
Education
Business Communications Degree in Business - Business Communications
El Camino College
Torrance, CA 03.2012 - 05.2014
Skills
Project Managementundefined
Timeline
Lead Senior Customer Success Manager
Gotphoto
01.2022 - Current
Global Customer Success Lead, AWS
Amazon
04.2019 - 01.2022
Client Solutions Operations (AR)
AT&T
07.2017 - 04.2019
Business Account Executive
AT&T
03.2016 - 07.2017
People Business Partner, Retail (Contractor)
Apple
05.2014 - 06.2016
Business Communications Degree in Business - Business Communications
El Camino College
03.2012 - 05.2014