Joshua Kersey
Franklin,IN
Summary
Dynamic customer service professional with a proven track record at Pizza King Station, excelling in conflict resolution and team building. Recognized for enhancing customer satisfaction through effective problem-solving and employee training. Skilled in fostering a collaborative environment, leading to a significant reduction in complaints and improved team performance.
Overview
28
28
years of professional experience
Work History
Ride Share
Self-employeed
06.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Representative
Circle K
04.2021 - 12.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sorting Company Team Leader
First Call Quality Services
08.2010 - 09.2017
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Customer Service Manager
Pizza King Station
07.1997 - 09.2009
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
Associate of Science -
ITT Technical Institute
Indianapolis, IN08-2009
Skills
- Customer service
- Team building
- Conflict resolution
- Employee training
- Problem solving
Timeline
Ride Share
Self-employeed
06.2021 - Current
Customer Service Representative
Circle K
04.2021 - 12.2021
Sorting Company Team Leader
First Call Quality Services
08.2010 - 09.2017
Customer Service Manager
Pizza King Station
07.1997 - 09.2009
Associate of Science -
ITT Technical Institute
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