Joshua Fears
Valley,AL
Summary
Highly motivated and dedicated leader with 15+ years of experience and a passion for developing team members preparing them for advancement. Skilled advocate for implementing new processes, procedures and programs. Caring and attentive customer service professional with a proven ability to navigate escalated situations and complex issues while exceeding expectations. Committed to handling a high volume of inquiries by phone, email or chat while providing a positive experience and meeting the customer's needs.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Footwear Specialist
Dick's Sporting Goods, Inc
06.2024 - Current
- Handled customer complaints with empathy and professionalism, working towards mutually agreeable resolutions that maintained positive brand perception.
- Streamlined the returns process for customers, reducing wait times while still adhering to company policy regarding exchanges and refunds.
- Participated in company-sponsored events such as promotional sales or launches, maximizing brand exposure and fostering community relationships.
- Utilized strong interpersonal skills when interacting with diverse clientele base, building rapport quickly and understanding unique requirements.
- Merchandised store and complied with footwear brand standards with regard to visual display tasks.
- Contributed ideas for improvement during staff meetings that led to the development of more effective sales strategies.
- Increased customer satisfaction by providing personalized footwear recommendations based on individual needs and preferences.
- Assisted in the implementation of marketing campaigns for various footwear lines or brands within the store portfolio, driving interest from target demographics.
- Consistently maintained a 95% satisfaction rate in customer surveys.
Lead Specialist
TARGET FINANCIAL SERVICES
06.2015 - 01.2025
- Frequently evaluated processes and confirmed any proposed updates.
- Organized calibration of calls, chats and emailed communications to ensure guests are receiving the highest level of service with each interaction.
- Oversaw a team of 30 or more team members daily
- Provided support for the successful achievement of metrics and call management such as adherence, after call, hold and call times for up to 45 team members monthly.
- Created and piloted procedures supporting leadership coverage for Team Leaders in their absence by creating templates which outlined the facilitating of team meetings, team member statuses, and follow ups with guests while surfacing new trends.
- Manage inbound and outbound calls on an Avaya dialer while successfully navigating multiple screens and programs.
- Accurately provided support for guests by utilizing our ordering and payment processing systems.
- Enhanced team productivity by implementing efficient work processes and streamlining operations.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
- Championed innovation by piloting new systems and programs.
- Developed and facilitated comprehensive training programs for new hires, contributing to their rapid acclimation into the role, programs, procedures and organization's culture.
Assistant Manager
SKECHER'S INC
11.2012 - 01.2016
- Oversaw a group of 6 or more team members daily conducting store operations and logistics.
- Completed monthly store merchandising roll outs and regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Facilitate the training and onboarding of new team members.
- 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 while overseeing and ensuring accurate financial reporting and minimizing discrepancies.
- Mentored 5 junior staff members in their professional development by offering guidance and support in their assigned roles.
Onsite Supervisor (Supporting Target)
ADECCO USA
10.2012 - 06.2015
- Oversaw a team of 100 or more team members daily.
- Assisted with peak season hiring process by facilitating interviews and creating employee profiles for onboarding.
- Managed multiple concurrent projects successfully while maintaining high-quality standards throughout all phases of support.
- Monitored the behavior and progress of supporting contracted team members.
- Processed and calculated payroll weekly.
- Enhanced project efficiency by closely monitoring progress, identifying potential issues, and providing timely solutions.
- Collaborated with contractors and vendors to negotiate contracts, ensuring cost-effective procurement of team members to support the increase of service levels during peak seasons.
Education
Certificate of Technical Studies - Pro Audio
Conservatory of Recording Arts And Sciences
Gilbert, Arizona08.2012
High School Diploma - undefined
Valley High School
Valley, Alabama05.2002
Skills
- Troubleshooting
- Conflict Resolution
- Problem Solving
- Critical Thinking
- Time Management
- Effective Listening
- De-escalation
- Sales strategies
- Brand awareness
- Customer service
Certification
- [Area of certification], [Company Name] - [Timeframe]
Languages
English
Full Professional
Timeline
Footwear Specialist
Dick's Sporting Goods, Inc
06.2024 - Current
Lead Specialist
TARGET FINANCIAL SERVICES
06.2015 - 01.2025
Assistant Manager
SKECHER'S INC
11.2012 - 01.2016
Onsite Supervisor (Supporting Target)
ADECCO USA
10.2012 - 06.2015
High School Diploma - undefined
Valley High School
Certificate of Technical Studies - Pro Audio
Conservatory of Recording Arts And Sciences
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