Microsoft Office / 365
Joshua Kimrey
Fresno
Summary
Results-driven leader with proven expertise in team management, IT support, and project execution. Highly skilled in computer hardware, software troubleshooting, and network systems, with a talent for simplifying technical concepts and training users. Recognized for delivering exceptional customer service and fostering collaboration to achieve goals efficiently.
Overview
4
4
years of professional experience
Work History
Medicaid Contractor
TEKSYSTEMS
08.2023 - 10.2024
- Successfully guided clients through the health insurance enrollment process, ensuring coverage and affordability for Medicaid
- Strong attention to detail and ability to identify and correct errors in data entry
- Experience in maintaining data integrity and confidentiality, ensuring compliance with privacy regulations
- Provide timely assistance and support to users in need, ensuring their satisfaction and resolving their issues efficiently
Airbnb Customer Service
SUTHERLAND GLOBAL SERVICES
02.2023 - 08.2023
- Assist customers in troubleshooting technical issues and provide solutions to their problems in a prompt and efficient manner
- Manage and resolve customer escalations in a timely and satisfactory manner, ensuring customer satisfaction and retention
- Answered escalated phone calls and responded to questions and concerns
Playstation Supervisor
SUTHERLAND GLOBAL SERVICES
09.2020 - 02.2023
- Assessed team member performances by delivering one-on-one coaching to promote better service
- Monitored phone calls to provide feedback and coaching
- Implement performance improvement plans to enhance the customer service team's efficiency and productivity
- Analyze customer feedback and identify areas for the customer service team's performance
Education
High School Diploma -
Willow Glenn High School
San Jose, CA06-2016
Skills
- Team Management and Supervision
- Call Center Operations
- Multitasking / Organization
- User Support / Technical Troubleshooting
- Customer Escalation Management
- Performance Improvement
- Coaching / Call Monitoring
- Data Entry Accuracy
- Customer Feedback Analysis
Software
Salesforce
Genesys / Nice
Aspen
Timeline
Medicaid Contractor
TEKSYSTEMS
08.2023 - 10.2024
Airbnb Customer Service
SUTHERLAND GLOBAL SERVICES
02.2023 - 08.2023
Playstation Supervisor
SUTHERLAND GLOBAL SERVICES
09.2020 - 02.2023
High School Diploma -
Willow Glenn High School
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