Joshua Hejduk
Willowick,OH
Summary
Accomplished Regional Account Specialist with a proven track record at MetLife Legal Plans, enhancing customer experience through strategic operational processes and robust territory management. Demonstrates exceptional leadership and teamwork, successfully managing a $6 million book of business. Known for meticulous attention to detail and decision-making skills, significantly improving service delivery and client satisfaction.
Overview
16
16
years of professional experience
Work History
Regional Account Specialist
MetLife Legal Plans
Cleveland, OH
02.2024 - Current
- Developed and maintained strategic operational processes, streamlining customer experience and adding value to company.
- Tracked statistical information for department and compiled data into reports submitted to management according to rigorous timetables.
- Provided account oversight, validating practices and verifying contract compliance.
- Managed a book of business of over 6 million for my 129 accounts.
- Worked closely with our MetLife partners, brokers, and customers on providing the best service for their mutual legal plans coverage.
Client Service Center Support Specialist
MetLife Legal Plans
Cleveland, OH
08.2022 - 02.2024
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tested new software and hardware prior to deployment.
Client Service Representative
MetLife Legal Plans
Cleveland, OH
10.2020 - 08.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Worked on the pilot DEP team to help bring the offering to the CSC and help our members utilize the service
- A member of the chat/email team to provide services digitally to our members.
Store Manager
Starbucks
Concord, OH
05.2014 - 08.2020
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Approved regular payroll submissions for employees.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Assisted with hiring, training and mentoring new staff members.
Shift Supervisor
Starbucks
Willoughby, OH
05.2013 - 05.2014
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Completed store opening and closing procedures and balanced tills.
- Helped store management meet standards of service and quality in daily operations.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Manager
Master Pizza
Mayfield Heights, OH
08.2009 - 11.2012
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
Education
Bachelor of Arts - Political Science
Kent State University
Kent, OH06-2015
Associate of Arts - Paralegal Studies
Lakeland Community College
Willoughby, OH05-2012
Skills
- Territory management
- Leadership skills
- Self motivation
- Decision-making
- Teamwork and collaboration
- Attention to detail
Timeline
Regional Account Specialist
MetLife Legal Plans
02.2024 - Current
Client Service Center Support Specialist
MetLife Legal Plans
08.2022 - 02.2024
Client Service Representative
MetLife Legal Plans
10.2020 - 08.2022
Store Manager
Starbucks
05.2014 - 08.2020
Shift Supervisor
Starbucks
05.2013 - 05.2014
Manager
Master Pizza
08.2009 - 11.2012
Bachelor of Arts - Political Science
Kent State University
Associate of Arts - Paralegal Studies
Lakeland Community College