Joshua Jackson
Oshkosh,Wisconsin
Summary
Ambitious detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently within a team setting. Known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to team success as well as organizational growth. Seeks employment in government, business, or non-profit sectors.
Overview
13
13
years of professional experience
Work History
Video Repair-Customer Support Specialist Rep 2
Charter Spectrum
01.2023 - Current
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer issues.
- Implemented established troubleshooting techniques for faster problem solving and improved customer satisfaction levels.
- Addressed escalated cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Attended weekly team meetings with supervisor to discuss upcoming changes, departmental challenges, and propose actionable solutions.
- Collaborated with team Supervisor weekly to streamline troubleshooting process and improve individual efficiency.
Senior Customer Care Representative
Alta Resources
01.2018 - 11.2022
- Acted as liaison between company leadership, Team Leader, and fellow teammates to ensure members were fully educated on product changes, additions, re-brands, and or major promotions that were set to take place.
- Spearheaded daily personal accuracy of 95% of all calls handled that were of escalated status.
- Executed successful conflict resolution techniques approved by corporate leadership to ensure resolutions were sufficient to all parties within a timely manner.
- Assisted Team Leader with facilitating a successful call handling strategy for two different product recalls.
- Supported team members daily to ensure major issues were handled appropriately within the proper escalation channels.
- Maintained an environment of teamwork amongst peers through collaborative processes.
Learning Facilitator/Virtual Producer for National Education
Humana
09.2017 - 01.2018
- Oversaw Humana’s CRM software update and rollout for all agents within the United States and overseas facilities.
- Utilized various software products to conduct document edits on outdated teaching materials to achieve a more streamlined training experience for software rollout.
- Resolved major security issues regarding document access, classroom access, and or issues within the online classroom environment.
- Collaborated with classroom facilitators to improve overall training effectiveness and engagement.
- Liaised with directors, supervisors and other staff members to successfully complete training material modification projects in a timely manner.
Undersecretary of Operations
Midwest Model United Nations-Non-Profit
01.2013 - 01.2017
- Assisted with day-to-day operations of an educational non-profit organization in and out of college.
- Used critical thinking to break down problems, evaluate solutions and make decisions within a timely manner.
- Demonstrated strong organization and time management skills while overseeing multiple publication projects.
- Streamlined project timelines and deliverables for successful execution of the non-profit's educational objectives.
- Established a comprehensive budget that forecast expenses based on organizational expenditures.
- Developed and maintained courteous and effective working relationships.
Education
Master of Arts - Political Science/International Affairs
University of Memphis
Memphis, TN05-2014
Bachelor of Arts - Political Science/German/History
University of Memphis
Memphis, TN12-2011
Skills
- Data entry
- Project coordination
- Team Collaboration
- Microsoft Windows and Office
- Problem-solving abilities
- Highly professional
Languages
Spanish
Limited Working
German
Professional Working
Timeline
Video Repair-Customer Support Specialist Rep 2
Charter Spectrum
01.2023 - Current
Senior Customer Care Representative
Alta Resources
01.2018 - 11.2022
Learning Facilitator/Virtual Producer for National Education
Humana
09.2017 - 01.2018
Undersecretary of Operations
Midwest Model United Nations-Non-Profit
01.2013 - 01.2017
Bachelor of Arts - Political Science/German/History
University of Memphis
Master of Arts - Political Science/International Affairs
University of Memphis