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
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
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
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
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
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
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
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