JOSHUA DURHAM
Wilson,North Carolina
Summary
Dedicated and creative customer care professional with a commitment to exceeding service goals. Provides exceptional support tailored to each customer's needs. Proficiently handles incoming and outgoing calls, as well as remote requests. Utilizes strong organizational, research, and time management skills. Demonstrates a proven track record of success in fast-paced call center environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Assurant
12.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
Data Entry Clerk
Ardagh Group
02.2022 - 06.2023
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Assisted with month-end closing procedures, ensuring all account information was accurately recorded.
- Increased productivity by creating efficient filing systems for easy access to critical documents.
- Streamlined reconciliation processes, identifying discrepancies quickly and finding solutions to resolve issues effectively.
- Kept meticulous records on all entered transactions, facilitating easier tracking and auditing efforts.
Customer Service Representative
RR DONNELLY
10.2021 - 02.2022
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Handled customer complaints and inquiries in a courteous and efficient manner.
Account Data Entry Clerk
Bridgestone Americas
10.2016 - 08.2021
- Maintained high levels of accuracy with consistent double-checking and validation of entered data.
- Streamlined reconciliation processes, identifying discrepancies quickly and finding solutions to resolve issues effectively.
- Assisted with month-end closing procedures, ensuring all account information was accurately recorded.
- Collaborated with team members to ensure timely completion of projects and deadlines.
- Facilitated smooth audits by maintaining organized records of transactions and supporting documentation.
- Participated in ongoing training sessions to stay current with industry best practices for data entry and recordkeeping.
Customer Service Representative
WEENER PLASTICS
08.2013 - 02.2015
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Responded to telephone inquiries and complaints following standard operating procedures
- Performed data entry tasks accurately and in a timely manner
- Assisted customers with product selection by providing detailed information about available products and services
- Processed orders, returns, and exchanges in an accurate and efficient manner.
Call Center Representative
THE WILSON TIMES
06.2005 - 01.2013
- Built trust with customers through personalized conversations
- Exceeded performance metrics related to call time, quality, and customer satisfaction
- Managed and resolved issues with customers during calls by following determined script
- Used database system to record notes and call information
- Proficiently handled high call volumes while maintaining quality service standards
- Researched customer accounts for accuracy and completeness of data
- Utilized problem-solving techniques to resolve customer complaints in a timely manner.
Education
GED -
Wilson Community College
Wilson, NCSkills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- Problem Resolution
- Database Research
- Documentation And Reporting
- Microsoft Office
- Understanding Customer Needs
- Policies and Procedures Adherence
- MS Office
Certification
Silver CRC Certificate
Timeline
Customer Care Representative
Assurant
12.2023 - Current
Data Entry Clerk
Ardagh Group
02.2022 - 06.2023
Customer Service Representative
RR DONNELLY
10.2021 - 02.2022
Account Data Entry Clerk
Bridgestone Americas
10.2016 - 08.2021
Customer Service Representative
WEENER PLASTICS
08.2013 - 02.2015
Call Center Representative
THE WILSON TIMES
06.2005 - 01.2013
GED -
Wilson Community College