Joshua Johnson
Pacific,MO
Summary
Customer service professional equipped to drive team success and operational efficiency. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
7
7
years of professional experience
Work History
Call Center Supervisor
Rose Weldon International
11.2023 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
Internal Help Desk Representative
Rose Weldon International
04.2023 - 11.2023
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Handled chat conversations from inbound-call representatives and gave insight on how to best handle a multitude of scenarios.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Responded proactively and positively to rapid change.
Call Center Agent
Rose Weldon International
03.2023 - 04.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reached out to customers as needed to provide a sense of respect and acknowledgement.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Received positive reviews acknowledging dedication to excellent customer service.
- Maintained and encouraged positive customer relations through courteous and efficient resolution of disputes, complaints and discrepancies.
Assistant Store Manager/Guest Service Leader
Mr Fuel
09.2022 - 03.2023
- Mitigated business risks by working closely with staff members and assessing performance improving workplace proficiency.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Created and maintained safe and secure work environments for employees.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline the scope of positions for new hires.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Responded to customer concerns, working with the general manager to significantly raise customer satisfaction ratings from an average of 82.7% to 95.8% over the span of half a year.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Rotated merchandise and displays to feature new products and promotions every 2 weeks.
- Trained new employees on proper protocols and customer service standards over a 3-week training program.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
General Manager
Papa Murphy's Take And Bake Pizza
01.2021 - 09.2022
- Developed and implemented strategies to increase sales and profitability by 35% from stores re-opening.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Negotiated prices and services with customers and vendors to decrease expenses and increase profit.
- Mitigated business risks by working closely with staff members and assessing performance.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline the scope of positions.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Reported issues to higher management with great detail.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Handled dissatisfied customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised the creation of exciting merchandise displays to catch the attention of store customers every month.
Crew Member
McDonald's Restaurant
11.2017 - 01.2021
- Addressed hundreds of guest needs, questions, or concerns daily to create an optimum experience onboard.
- Collaborated with team members to complete orders.
- Delivered exceptional service
- Observed customer purchases in line and differentiated between standard portions.
- Cleaned and maintained all areas of the restaurant to promote a clean image.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware, and napkins.
- Prepared products following restaurant, health, and safety standards and procedures.
- Worked well with teammates and accepted coaching from the management team.
- Checked dining areas frequently to clean up spills, wipe down tables, and restock stations with proper supplies.
- Assisted other team members to achieve goals.
Education
High School Diploma -
Sullivan High School
05.2021
Skills
- Staff Supervision
- Google Docs/Slides/Spreadsheets
- Records Maintenance
- Sales and Marketing
- Goals and Performance
- Issue Resolution
- Sales Expertise
- Hiring and Training
- Coaching and Mentoring
- Retail Operations
- Customer Relations
- Microsoft Excel/Word
Timeline
Call Center Supervisor
Rose Weldon International
11.2023 - Current
Internal Help Desk Representative
Rose Weldon International
04.2023 - 11.2023
Call Center Agent
Rose Weldon International
03.2023 - 04.2023
Assistant Store Manager/Guest Service Leader
Mr Fuel
09.2022 - 03.2023
General Manager
Papa Murphy's Take And Bake Pizza
01.2021 - 09.2022
Crew Member
McDonald's Restaurant
11.2017 - 01.2021
High School Diploma -
Sullivan High School