Summary
Overview
Work History
Education
Skills
<Enter your own>
Awards
Hospitality Pineapple award winner for best customer service in 2011,2012 and 2014
Timeline
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Joshua Jones

Orlando,FL

Summary

Dedicated professional with 12 years of customer service experience and 5 years of team development and management expertise. Strong work ethic with background in warehouse operations, logistics coordination, marketing, and sales. Adept at multitasking and problem-solving in fast-paced environments to drive business success.

Overview

19
19
years of professional experience

Work History

Credit Card Specialist

JPMorganChase
09.2024 - Current
  • Built strong relationships with customers to increase retention and loyalty.
  • Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
  • Evaluated customer creditworthiness and financial statements to determine credit limits.
  • Conducted thorough credit analysis on potential clients, ensuring responsible lending decisions were made based on established guidelines.
  • Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
  • Updated training materials for new hires within the Credit Card Specialist team, enhancing employee knowledge of industry best practices.
  • Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
  • Maximized revenues by identifying opportunities for up-selling and cross-selling additional financial products to existing clients.

Recruiter II (Promoted Internally)

Concentrix
06.2023 - 06.2024
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
  • Coordinated schedules to arrange management interviews with applicants.
  • Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
  • Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
  • Provided exceptional customer service to both candidates and clients, fostering long-term partnerships.
  • Studied job descriptions and qualifications to determine applicant requirements.
  • Created engaging job postings that accurately reflected position requirements while showcasing company culture.
  • Developed strong understanding of industries served, allowing for targeted recruiting efforts for specialized positions.
  • Operated and maintained applicant tracking and candidate management systems.
  • Trained junior recruiters on best practices, contributing to overall team success and improved efficiency.
  • Partnered with HR teams to determine workforce planning needs, aligning recruitment efforts with business objectives.
  • Negotiated competitive salary packages with candidates, resulting in successful offers and acceptances.

Team Manager/Training Manager

Concentrix
03.2020 - 06.2023
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
  • Streamlined communication channels for increased efficiency in project execution and decision-making processes.
  • Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
  • Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
  • Implemented new software tools to automate repetitive tasks, enhancing team efficiency.
  • Coached junior team members, improving their skills and confidence in their roles.
  • Facilitated cross-functional team meetings to foster collaborative work environment, leading to innovative solutions.
  • Coordinated with other department heads to ensure alignment of team goals with overall company strategy.
  • Promoted customer-centric approach, leading to repeat business and referrals.
  • Spearheaded quality assurance initiatives, resulting in fewer errors and higher client satisfaction.
  • Achieved significant improvements in team morale by recognizing and rewarding outstanding performance.

Regional Restaurant Marketing/Catering Sales Coordinator

Romano's Macaroni Grill
10.2019 - 03.2020
  • Booking Special events and caterings for Businesses
  • Conducted post-event evaluations with clients to identify opportunities for improvement and gather valuable feedback for future events.
  • Developed customized catering proposals for diverse events, resulting in higher client satisfaction and repeat business.
  • Managed all aspects of event planning, from menu selection to logistics coordination, ensuring smooth execution and positive guest experiences.
  • Maintained detailed records of all inquiries, proposals, contracts and payments ensuring accurate reporting and forecasting abilities.
  • Contributed to team meetings, sharing insights and strategies with colleagues fostering a supportive and collaborative work environment.
  • Enhanced company reputation through diligent attention to detail, personalized service, and consistently meeting or exceeding client expectations.
  • Optimized event budgets by skillfully balancing client desires with financial constraints without compromising quality or satisfaction.
  • Provided exceptional customer service throughout the entire event lifecycle, from inquiry to post-event followup.
  • Drove brand awareness through targeted marketing efforts on social media platforms and attending industry networking events.
  • Increased event bookings by effectively promoting catering services to potential clients.
  • Established strong relationships with vendors, negotiating favorable contracts and securing high-quality products and services at competitive prices.

Logistics Account Manager

Total Quality Logistics (TQL)
03.2018 - 03.2019
  • Filling out Bid sheet Packages
  • Schedule Outside Sale Meetings With clients
  • Motor carrier contract Analyzing
  • Microsoft Excel/Microsoft Word Experience
  • Setting Up Shipping And Receiving Times for Pick ups and deliveries
  • Handling Accounts Receivable and Payable for customers
  • Dispatching carriers for Specific Shipments
  • 100-150 outbound calls per day
  • Answering inbound calls from carriers and Prospects and customers

Marketing & Sales Representative

Holiday Inn Club Vacations
01.2018 - 02.2018
  • Getting Valued guest to tour & preview our resorts
  • Setting up tours for Sales presentations
  • Marketing different attractions for upselling Timeshare Tours
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.

Front Desk Receptionist/Bell Services Supervisor

Point Orlando Resort
05.2010 - 12.2017
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Completed all tasks in compliance with company policies and procedures.
  • Increased guest retention by maintaining a welcoming and organized reception area.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Maintained accurate records of visitor logs for security purposes and compliance with company policies.
  • Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
  • Greeted visitors warmly, creating positive first impression of organization.
  • Enhanced guest experience by maintaining welcoming and organized reception area.
  • Organized and maintained files and records to ensure up-to-date documentation.
  • Provided information and assistance to visitors and clients, addressing inquiries and resolving issues promptly.

Stocker/Warehouse Associate (seasonal)/Cashier

Universal Studios Orlando
06.2006 - 10.2009
  • Unloaded, sorted and stocked merchandise according to store layout and product placement.
  • Answered customer questions and provided detailed product information.
  • Performed inventory control, such as counting, and stocking merchandise.
  • Greeted customers and directed to requested products.
  • Maintained effective team member communication.
  • Enhanced inventory accuracy by diligently organizing and maintaining stockroom shelves.
  • Collaborated with team members to complete stocking tasks during peak business hours, maintaining a well-stocked sales floor.
  • Facilitated smoother store openings by stocking necessary products before each shift.
  • Demonstrated flexibility in adapting to different store sections as needed, supporting a cohesive stocking team environment across departments.
  • Optimized workspace organization within the stockroom, making it easier for colleagues to locate items quickly.
  • Provided backup support to cashiers during peak hours, resulting in shorter wait times for customers.
  • Aided in training new team members on best practices for stocking procedures and inventory management systems.
  • Stocked designated items on shelves, end caps and displays.
  • Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
  • Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
  • Kept work areas neat, clean and free from debris.
  • Interacted with guests in friendly and knowledgeable way.
  • Consistently lifted materials weighing as much as 25-75 pounds.

Education

Diploma -

Sheeler High Charter
Orlando, FL
06.2010

Skills

  • Microsoft Application Proficiency
  • Team leadership
  • Employee development coordination
  • Supply chain management
  • Efficient route planning
  • Client account management
  • Sales proficiency
  • Strategic marketing
  • Customer engagement
  • Accounts receivable processing
  • Invoice processing
  • Logistics coordination
  • Front desk team leadership

<Enter your own>

  • Availability: Anywhere
  • Visa Status: Authorized to work in the US for any employer
  • Driving License: Driver's License
  • Work Permit: Authorized to work in the US for any employer

Awards

  • Employee of the Year, 2013-01-01
  • Pineapple Award Winner, 2012-02-01, Given to your company's top performing employee in his/her respective department. I won my first full year.

Hospitality Pineapple award winner for best customer service in 2011,2012 and 2014

Goes to the top employee at your respective hotel and lodge based on trip advisor mentions and overall team success

Timeline

Credit Card Specialist

JPMorganChase
09.2024 - Current

Recruiter II (Promoted Internally)

Concentrix
06.2023 - 06.2024

Team Manager/Training Manager

Concentrix
03.2020 - 06.2023

Regional Restaurant Marketing/Catering Sales Coordinator

Romano's Macaroni Grill
10.2019 - 03.2020

Logistics Account Manager

Total Quality Logistics (TQL)
03.2018 - 03.2019

Marketing & Sales Representative

Holiday Inn Club Vacations
01.2018 - 02.2018

Front Desk Receptionist/Bell Services Supervisor

Point Orlando Resort
05.2010 - 12.2017

Stocker/Warehouse Associate (seasonal)/Cashier

Universal Studios Orlando
06.2006 - 10.2009

Diploma -

Sheeler High Charter

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