Joshua Huddleston
Orange Park,FL
Summary
Knowledgeable Manager with proven track record in optimizing Global operational efficiency and streamlining processes. Successfully managed large teams and implemented strategic initiatives that improved productivity and reduced costs. Demonstrated leadership and problem-solving skills to drive continuous improvement and achieve organizational goals.
Overview
15
15
years of professional experience
Work History
Global Service Governance Manager
Paysafe
01.2025 - Current
- Defined BPO w performance indicators and quality metrics to maintain compliance with governing policies, standards and adoption requirements (BPO of up to 325 representatives).
- Established strong relationships with BPO stakeholders & Internal Stakeholders, promoting collaboration and building consensus on key decisions.
- Streamlined decision-making processes to optimize BPO resource allocation and operational efficiency.
- Monitored emerging trends in corporate governance, adapting strategies as needed to maintain a competitive edge.
- Championed change management initiatives that successfully led the organization through periods of significant transition or growth.
Partner Support Supervisor
Paysafe
05.2021 - 12.2024
- Evaluated 30 person staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution of up to 30 individuals, maximizing productivity without overwhelming team members or compromising quality of work.
- Enhanced operational efficiency by streamlining over 125 processes and implementing best practices in the workplace.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
Product Support Specialist
Intuit
01.2023 - 01.2025
- Intuit – (Quickbooks, Mint, Credit Karma) – Product Specialist – Contractual for Tax Season Only
- Facilitated smooth communication between clients and taxing authorities during inquiries or disputes, achieving favorable outcomes.
- Streamlined tax preparation process for increased efficiency and accuracy.
- Educated clients about the impact of life events on their taxes, helping them make informed decisions.
- Evaluated client financial records to identify opportunities for reducing taxable income through strategic planning.
- Maintained positive relationships with both existing and prospective clientele through excellent customer service and responsiveness.
- Reduced client tax liabilities by identifying applicable deductions and credits.
- Collaborated with clients to answer questions and provide advice on tax matters.
Client Relationship Manager
Paysafe
01.2020 - 05.2021
- Developed strong rapport with clients through consistent follow-up and attention to detail. Typically managed 6 - 10 Large Clients at a time.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
Senior Technical Support Specialist
iPayment, Inc.
01.2018 - 01.2020
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Maximized use of hardware and software by training users and interpreting instructions.
- Provided exceptional customer service by consistently exceeding expectations in resolving technical challenges.
- Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
- Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
- Developed comprehensive documentation to assist team members in troubleshooting complex technical problems.
Founding President
JH Teknical
01.2014 - 07.2017
- Navigated complex challenges with agility and resilience, adapting to changes in the external environment while maintaining focus on organizational objectives.
- Secured funding for the organization through grant writing, fundraising initiatives, and partnerships with sponsors.
- Assembled a talented team of professionals by recruiting, hiring, training, and mentoring top talent in various fields.
- Enhanced client's brand reputation by overseeing marketing campaigns, media relations efforts, and public speaking engagements.
- Maintained over 21 clients.
- Evaluated industry trends to identify potential opportunities for expanding services or diversifying revenue streams within the sector.
- Developed long-term strategic plans that aligned with the organization''s mission while also anticipating future challenges or shifts in priorities.
Education
Bachelor's Degree - Social Studies, Business Marketing and Administration
Moorpark College
Los Angeles, CA01-2016
Skills
- Organizational governance
- BPO Workforce Management (Invoice & Contractual)
- Operations oversight & efficiency
- Data Analytics
- Budget Planning & Cost Management
- Strategic planning, decisions, and execution
- Leadership development
- Recruitment and hiring
- Regulatory compliance
- Relationship management
- Salesforce, JIRA, AWS, SuccessFactors, Miro, etc
Awards
Excellence Award - Paysafe, October 2024
Excellence Award - Paysafe, Jan 2023
Excellence Award - Paysafe, Sep 2022
Excellence Award - Paysafe Oct2021
Excellence Award - Paysafe, Sep 2020
Excellence Award - Paysafe, Oct 2020
New York ESL ONE: Marketing Pitch Winner - Paysafe, Sep 2019
Publication in Mental Health Awareness communication within Paysafe.
Timeline
Global Service Governance Manager
Paysafe
01.2025 - Current
Product Support Specialist
Intuit
01.2023 - 01.2025
Partner Support Supervisor
Paysafe
05.2021 - 12.2024
Client Relationship Manager
Paysafe
01.2020 - 05.2021
Senior Technical Support Specialist
iPayment, Inc.
01.2018 - 01.2020
Founding President
JH Teknical
01.2014 - 07.2017
Bachelor's Degree - Social Studies, Business Marketing and Administration
Moorpark College
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