Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joshua Brady

Dayton

Summary

Dynamic Customer Service Representative with proven expertise at Bank of Idaho in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic problem resolution and effective communication. Skilled in data entry and active listening, consistently exceeding performance metrics and fostering a positive customer experience.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

25
25
years of professional experience

Work History

Customer Service Representative

Bank of Idaho
03.2016 - 08.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Customer Service Representative

Capitol Federal Savings Bank
10.2001 - 05.2014
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Assistant Manager

Krispy Kreme
05.1999 - 03.2012
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Conducted performance evaluations, identifying areas for development and rewarding strong performance.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Coordinated with vendors for timely inventory replenishment, ensuring product availability.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Engaged with customers to gather feedback, using insights to improve service and product offerings.
  • Enhanced team productivity by streamlining operational processes.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Developed detailed plans based on broad guidance and direction.

Education

Biblikcal Studies/Theology

Faith Baptist Bible College
Des Moines, IA
05-1997

Skills

  • Customer service
  • Customer relations
  • Problem resolution
  • Relationship building
  • Conflict resolution
  • Active listening
  • Critical thinking
  • Data entry

Timeline

Customer Service Representative

Bank of Idaho
03.2016 - 08.2024

Customer Service Representative

Capitol Federal Savings Bank
10.2001 - 05.2014

Assistant Manager

Krispy Kreme
05.1999 - 03.2012

Biblikcal Studies/Theology

Faith Baptist Bible College

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