Joshua Buckle
Powhatan,US
Summary
Dynamic hospitality and compliance professional with a proven track record in C-suite executive support and call center operations. Expertise in escalation management, risk mitigation, and conducting thorough cross-departmental investigations ensures effective resolution of high-liability disputes while upholding brand integrity. Skilled in collaborating with legal and operational leadership to navigate complex cases, authorize restitution within budget constraints, and drive swift resolutions in fast-paced, high-stakes environments. Committed to fostering a culture of excellence and accountability that enhances operational efficiency and customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Call Center Team Lead
Intouch CX
Remote, FL
11.2025 - Current
- Led daily BPO call center operations, ensuring adherence to quality and performance standards.
- Mentored 16+ team members, fostering professional growth and improving customer service skills.
- Implemented process improvements that enhanced efficiency and reduced call handling times for our client.
- Analyzed performance metrics, identifying trends to drive strategic decision-making within the team.
- Coordinated training sessions for new hires, enhancing onboarding effectiveness and reducing ramp-up time.
Services Resolution Manager
Holiday Inn Club Vacations
FL, US
05.2024 - 11.2025
- Managed highly escalated owner and attorney-related complaints, conducting cross-functional investigations and serving as the senior point of contact for executive-level resolutions.
- Exercised independent judgment to authorize monetary compensation, inventory exceptions, and restitution offers within budget guidelines, mitigating financial and reputational risk.
- Partnered with Corporate Legal to research and resolve complex contract disputes, preparing detailed case documentation and facilitating resolutions aligned with company policy.
- Supervise and coach a team of service agents, driving performance, quality, and adherence to operational standards.
Customer Service Administrator
Holiday Inn Club Vacations
FL, US
02.2022 - 05.2024
- Supported agents by reviewing reservations and providing real-time coaching to enhance accuracy and customer experience.
- Assisted leadership with project execution, reporting, and operational initiatives.
- Handled escalated customer inquiries and coordinated cross-departmental support to resolve issues efficiently.
IT Specialist
Disney Streaming Services
NY, US
01.2021 - 06.2021
- Interpreted and communicated customer issues through internal case tracking system.
- Handled customer complaints and escalated issues according to procedures.
- Identified and solved technical issues with variety of diagnostic tools.
Guest Service Specialist
Walt Disney Parks & Resorts
FL, US
10.2018 - 01.2021
- Handled escalated guest concerns across three departments (My Disney Experience App, Park Dining, and Resort Reservations), serving as a senior escalation point for complex booking and technical issues.
- Collaborated directly with on-site Resort Managers to resolve reservation discrepancies and real-time operational issues impacting guest stays.
- Selected for a specialized pandemic response team supporting limited operations, managing international reservation system transfers, closure policies, and proactive call campaigns during park and resort shutdowns.
Photo Lab Specialist
SeaWorld Parks & Entertainment
FL, US
06.2018 - 10.2018
- Operated scanners and related computer equipment to digitize negatives, photographic prints, and other images.
- Monitored equipment operation to detect malfunctions.
- Examined developed prints for defects, such as broken lines, spots, and blurs.
Entertainment Coordinator | Internship
Give Kids The World
FL, US
03.2016 - 01.2017
- Trained new volunteers on proper event coordination processes and protocols.
- Effectively coordinated and managed a team of entertainers to ensure successful event outcomes.
- Maintained accurate records of all transactions related to entertainment services.
Education
Bachelor of Science - Human Resource Management, Minor in Law
Liberty University
Lynchburg, VA05-2027
Skills
- Communication
- Client retention
- Training Development
- Conflict Resolution
- Operational efficiency
- Analysis
- Team Leadership
- Employee Engagement
Certification
Notary Public
Timeline
Call Center Team Lead
Intouch CX
11.2025 - Current
Services Resolution Manager
Holiday Inn Club Vacations
05.2024 - 11.2025
Customer Service Administrator
Holiday Inn Club Vacations
02.2022 - 05.2024
IT Specialist
Disney Streaming Services
01.2021 - 06.2021
Guest Service Specialist
Walt Disney Parks & Resorts
10.2018 - 01.2021
Photo Lab Specialist
SeaWorld Parks & Entertainment
06.2018 - 10.2018
Entertainment Coordinator | Internship
Give Kids The World
03.2016 - 01.2017
Bachelor of Science - Human Resource Management, Minor in Law
Liberty University