Joshua DETWILER
Raleigh,NC
Summary
Forward-thinking team leader skilled at helping employees succeed in meeting and exceeding goals. Detail-focused and driven with 10 years of Zendesk experience. Flexible in a constantly changing start-up environment. Skilled in cross-cultural communication and collaboration for best-in-class service.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Handshake
Raleigh, NC
06.2022 - Current
- Supported Premium customers via email, phone, and video chat to resolve 20+ daily tickets & calls
- Worked cross functionally with account managers and customer success team to ensure client adoption and retention
- Owned bulk task projects for premium employers during peak back to school season
- Supported premium employer hiring goals by addressing custom campaign issues (messaging, segments and audience reach)
- Created custom analytics reporting via Looker to support premium employer hiring goals
Customer Service Manager
Customer HD
Raleigh, NC
10.2021 - 04.2022
- Managed two client accounts with 8 team leads and 80 agents
- Led 2+ weekly client meetings, presenting team metrics and client goal progress
- Increased client sales to achieve multiple $1M revenue days during peak retail season
- Worked closely with HR and client success team during client on-boarding and implementation
- Implemented new workflows to improve team efficiency as Zendesk Admin
Trust & Safety Team Lead
Customer HD
Raleigh, NC
05.2021 - 10.2021
- Led 10 Trust & Safety agents to ensure online safety of Handshake platform students
- Developed & implemented training material for agent onboarding
- Oversaw account audits of 5000+ inactive users
- Investigated reports of fraud, harassment, and spam to maintain .06% fraud rate
Consumer Support Specialist
Customer HD
Raleigh, NC
01.2021 - 05.2021
- Provided expert product support for Handshake students and core employers
- Investigated and resolved 250+ tickets weekly via Zendesk during peak back-to-school season
- Tested and replicated technical issues within demo environment and report ed bugs via Jira ticketing system
Team Lead
Customer HD
Raleigh, NC
10.2020 - 01.2021
- Led team of 30 that supported CafePress through peak holiday retail season
- Communicated with escalated customers as POC for team
- Developed and implemented onboarding training material
- Coached new team members on service techniques and provided scoring through quality assurance program
Escalations Manager
Customer HD
Raleigh, NC
01.2019 - 01.2020
- POC for escalated customers & mentor for team members
- Approved and processed RMA requests for mobile devices
- Implemented process improvement to maintain 90% team CSAT
- Performed number swaps, port updates, & call routing investigations
Technical Support Specialist
Republic Wireless
Raleigh, NC
01.2015 - 01.2018
- Resolved 30+ customer issues daily via Zendesk ticket and phone support
- Troubleshoot Android OS, CDMA/GSM network, and WiFi network issues
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
Customer Service Lead
CafePress Inc.
Raleigh, NC
01.2013 - 01.2014
- Led team of 4 agents supporting Custom Design platform
- Bulk order design and placement for B2B customers
- Successfully managed $90k customer order
Customer Service Associate
CafePress INC
Raleigh, NC
01.2012 - 01.2013
- Helped large volume of customers every day with technical and design assistance via live chat.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed and actualized customer service initiatives to decrease wait times by handling up to 4 simultaneous customer chats
Education
Associate of Applied Science - Media Arts
2008
No Degree - Biblical Studies
05.2006
Theology, 2 semesters
Skills
- Zendesk
- G Suite
- Lessonly
- Looker
- Jira
- Talk Desk
- Five9
- Freshdesk
- SalesForce
- Quality assurance
- Account management
- Staff education and training
Timeline
Customer Support Specialist - Handshake
06.2022 - Current
Customer Service Manager - Customer HD
10.2021 - 04.2022
Trust & Safety Team Lead - Customer HD
05.2021 - 10.2021
Consumer Support Specialist - Customer HD
01.2021 - 05.2021
Team Lead - Customer HD
10.2020 - 01.2021
Escalations Manager - Customer HD
01.2019 - 01.2020
Technical Support Specialist - Republic Wireless
01.2015 - 01.2018
Customer Service Lead - CafePress Inc.
01.2013 - 01.2014
Customer Service Associate - CafePress INC
01.2012 - 01.2013
Central Community College - Associate of Applied Science, Media Arts
Namibia Ministry Training Institute - No Degree, Biblical Studies
Volunteer Work
- 2016- Present Sound & Media Ministry Leader, New Bethel Church, Raleigh, NC
- 2014 - Present Video production, graphic design, Shekinah Glory Int., Durham, NC
- 2007-2008 Children's Ministry Leader, New Heights Assembly of God, York, NE
- 2003-2005 Children's worker & Youth Pastor, Highlands Assembly of God, Namibia, Africa
- 2001-2002 Missionary Associate : Assembly of God World Missions – Namibia, Africa
Volunteer Work
- 2016- Present Sound & Media Ministry Leader, New Bethel Church, Raleigh, NC
- 2014 - Present Video production, graphic design, Shekinah Glory Int., Durham, NC
- 2007-2008 Children's Ministry Leader, New Heights Assembly of God, York, NE
- 2003-2005 Children's worker & Youth Pastor, Highlands Assembly of God, Namibia, Africa
- 2001-2002 Missionary Associate : Assembly of God World Missions – Namibia, Africa
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