Joshua Gorby
Morgantown
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Represenative
NiSource
Dunbar
08.2019 - Current
- Assisted customers with inquiries and service requests in a timely manner.
- Resolved customer complaints using effective communication and problem-solving skills.
- Maintained accurate records of customer interactions and service issues.
- Collaborated with team members to improve service processes and workflows.
- Educated customers about products and services offered by the company.
- Utilized company software to track customer information and manage accounts.
- Analyzed customer feedback to identify areas for service improvement.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Monitored emergency response protocols and ensured compliance with safety regulations.
- Conducted regular drills to assess team readiness for various emergency scenarios.
- Responded promptly to emergencies, providing first aid and support as needed.
- Maintained emergency response equipment, ensuring readiness and functionality at all times.
- Developed clear communication plans for disseminating information during emergencies.
- Ensured compliance with applicable laws related to health, safety and environmental protection.
- Assisted customers with inquiries and resolved service issues efficiently.
- Collaborated with team members to enhance customer support processes.
- Utilized CRM software to track customer interactions and feedback.
- Educated customers on services and products offered by the company.
- Handled billing inquiries and provided accurate account information.
- Documented customer interactions to ensure compliance with company policies.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Responded promptly to emergency calls and assessed situations effectively.
- Communicated clearly with dispatchers and coordinated response efforts efficiently.
- Documented incident reports accurately and maintained records systematically.
- Participated in training activities related to techniques for managing hazardous materials incidents.
- Attended meetings with other responders in order to discuss strategies for future responses.
- Provided emotional support and reassurance to customers in distress.
- Remained level-headed and proactive during emergency situations.
- Documented calls in reports detailing incident type and course of treatment.
- Collaborated with team members and other first responders, ensuring consistent communication to maintain order and efficient care delivery.
Customer Service Represenative
TTEC
Morgantown
01.2016 - 08.2019
- Assisted customers with inquiries and provided product and account information.
- Resolved customer complaints through effective communication and problem-solving.
- Processed orders and disputes. managed account updates in the customer management system.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
Bachelor of Science - Sports And Exercise Psychology
West Virginia University
Morgantown, WV 08.2006 - 05.2009
Skills
- Customer relationship management
- CRM software
- Data analysis
- Complaint resolution
- Billing procedures
- Record maintenance
- Order processing
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Customer education
- Conflict resolution
- Task prioritization
- Active listening
- Email management
- Documentation
- Call center operations
- Account management
- Microsoft PowerPoint
- Decision-making
- Follow-up skills
- Multi-line phone talent
- Researching
- Problem-solving
- Minute taking
- Complaint handling
- Emergency response
- Incident reporting
- Regulatory compliance
- Documentation and reporting
- Emergency response training
- Emergency preparedness
- Hazardous materials handling
- Multitasking Abilities
- Detail-oriented
- Self motivation
- Time management abilities
- Critical thinking
- Multitasking
- Teamwork
Timeline
Customer Service Represenative
NiSource
08.2019 - Current
Customer Service Represenative
TTEC
01.2016 - 08.2019
Bachelor of Science - Sports And Exercise Psychology
West Virginia University
08.2006 - 05.2009