Joshua Calloway
LAS VEGAS
Summary
Dynamic customer service professional with extensive experience at PNC Bank, adept at complaint handling and account management. Recognized for resolving high-stress situations with empathy, boosting customer loyalty. Proven ability to train and mentor team members while delivering exceptional support, ensuring customer satisfaction and retention through effective communication and analytic reasoning.
Overview
7
7
years of professional experience
Work History
Online Banking Specialist
PNC Bank
11.2023 - Current
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution..
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Customer Service Representative
JP Morgan Chase & Company
08.2022 - 10.2023
- 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.
- Responded to customer requests for products, services, and company information.
Customer Service Specialist
Barclays US
04.2019 - 11.2021
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Product Specialist
Wayfair
07.2019 - 11.2019
- Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
- Trained and provided coaching to [Number] junior team members.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
Customer Service Representative
Bank of America
02.2018 - 02.2019
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution..
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
Education
Bachelor of Science - Communication, General
University of Phoenix
No Degree - Sociology
Alcorn State University
Lorman, MSSkills
- Call center experience
- Complaint handling
- Inbound call management
- Account Management
- Attention to detail
- Analytic Reasoning
Timeline
Online Banking Specialist
PNC Bank
11.2023 - Current
Customer Service Representative
JP Morgan Chase & Company
08.2022 - 10.2023
Product Specialist
Wayfair
07.2019 - 11.2019
Customer Service Specialist
Barclays US
04.2019 - 11.2021
Customer Service Representative
Bank of America
02.2018 - 02.2019
Bachelor of Science - Communication, General
University of Phoenix
No Degree - Sociology
Alcorn State University
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