Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Joshua LeBlanc

Gloucester,MA

Summary

As someone who has worked in a range of different jobs I have been exposed to many different situations and have learned to handle many different tasks. I Have worked customer service jobs where I learned the importance of team work as well as being able to handle my own tasks, I have learned to keep an open mind and always try to help customers to the best of my ability and then some. While at Verizon / Amcomm Wireless, I utilized interpersonal skills to grow a large customer base which helped achieve #1 salesmen in the company, the leader of highest gross profit and the opportunity to travel in order to train new hires as well as develop tenured agents who required a boost in sales / productivity. I have also worked as a Deckhand on a commercial lobster boat where I learned how to work quickly and efficiently while making sure that my environment was safe and clean. During my last employment, I started as a customer service representative handling inbound calls but quickly became promoted to trainer, supervisor, on site manager, regional manager all the way to Remote Global Account Manager. This showcases my strong work ethic and provided the opportunity to learn how to completely run a 500+ employee team while ensuring all quality, goals, payroll, etc. was met and exceeded on time or in advance. All of my work experiences have prepared and molded me to be able to adapt to any task or objective, making me confident that I can not only learn but exceed at any new role / title I take on.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Global Account Manager and Customer Service Rep

OnBrand24 / MCI
Beverly, MA
02.2017 - 03.2023
  • Managed 500+ Customer Service Representatives in providing excellent customer service to callers requiring assistance primarily for Roadside Assistance as well as other call types during roadside dispatch downtime to help maximize productivity and company expenses.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Managed customer service budgets for cost-effective staff and resource allocation.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Measured and improved customer satisfaction through feedback surveys and analysis.
  • Implemented customer service policies and procedures for consistent performance standards.
  • Led customer service projects to address and achieve key business objectives.
  • Created reporting systems to track customer service performance and improve insight.
  • Assessed customer service data to identify and address improvement opportunities.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Defined clear targets and objectives and communicated to other team members.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Launched quality assurance practices for each phase of development
  • Identified and communicated customer needs to supply chain capacity and quality teams.

Sales Representative

Verizon Wireless / Amcomm Wireless
Gloucester, MA
05.2013 - 06.2016
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Trained and mentored new sales representatives.
  • Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Developed and implemented sales strategies to increase profits.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Generated new leads through networking and attending industry events.
  • Managed customer accounts to secure customer satisfaction and repeat business.
  • Collaborated with cross-functional teams to identify and address customer needs.
  • Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Developed and implemented marketing plans to increase brand awareness and drive sales.
  • Utilized CRM software to manage customer accounts and track performance metrics.
  • Negotiated contracts with clients and developed relationships with key personnel.
  • Stayed current on company offerings and industry trends.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Generated advertising brochure for vendor use.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Developed, maintained and utilized diverse client base.
  • Met existing customers to review current services and expand sales opportunities.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Negotiated prices, terms of sales and service agreements.
  • Set and achieved company defined sales goals.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Built diverse and consistent sales portfolio.
  • Built relationships with customers and community to promote long term business growth.
  • Contributed to team objectives in fast-paced environment.
  • Contributed to event marketing, sales and brand promotion.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Informed customers of promotions to increase sales productivity and volume.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Achieved or exceeded company-defined sales quotas.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Presented professional image consistent with company's brand values.
  • Drove store revenue by offering customers accessories and related purchases to complete selections.
  • Kept detailed records of daily activities through online customer database.
  • Maintained current knowledge of evolving changes in marketplace.
  • Quoted prices, credit terms and other bid specifications.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Cashier / Sales Associate, Stockroom & Maintenance

Marshalls Department Store
Gloucester, MA
11.2012 - 05.2013
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Tracked stock using company inventory management software.
  • Checked prices for customers and processed items sold by scanning barcodes.
  • Operated cash register for cash, check and credit card transactions
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Educated customers on promotions to enhance sales.
  • Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Assisted customers by answering questions and fulfilling requests.
  • Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
  • Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
  • Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions.
  • Operated POS terminals and cash drawer balancing.
  • Connected with customers to support positive transaction experiences and address service concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Provided expert lawn care, mulching, aerating and trimming around walks, walls, and flower beds.
  • Maintained presentable customer areas with diligent cleaning and proactive recovery management.
  • Cleared public and private areas of debris before and after events.
  • Conducted snow removal during winter months to provide clients with safe parking and walking areas.
  • Mentored new team members on sales software system operation.
  • Greeted all customers warmly to build welcoming and positive atmosphere within store.
  • Answered questions about store policies and addressed customer concerns.
  • Complied with safety regulations and procedures to prevent accidents and injuries on job sites.
  • Processed credit, debit card and cash transactions correctly and provided accurate change to avoid customer confusion or disputes.

General Laborer

Cape Ann Seafood Exchange
Gloucester , MA
04.2011 - 05.2012
  • Arranged food items on serving trays and placed in take-out packaging to produce orders for customers.
  • Provided product information and menu item explanation in consideration of dietary restrictions.
  • Organized freezers, refrigerators and storage rooms by receiving, recording and moving food and beverage supplies and products.
  • Organized work areas to foster efficiency and model exceptional kitchen etiquette.
  • Communicated menu item information and offered suggestions to promote featured products.
  • Checked completed orders for accuracy and bagged meals for easy carrying.
  • Promoted customer loyalty by efficiently handling food and service complaints.
  • Assisted customers in choosing menu items by providing food complementing information.
  • Maintained clean, sanitized and well-organized food preparation zones.
  • Operated manual and electric appliances to peel, slice and trim food.
  • Processed payments and counted change to complete transactions.
  • Efficiently prepared sandwiches and other menu items for guests.
  • Cleaned food preparation areas, tools and equipment.
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Performed quality checks on products and materials to identify any defects.
  • Expanded revenue by effectively prioritizing jobs and processing work orders.
  • Handled supply and equipment inventories and distribution for workers.
  • Assisted team members with tasks that require group effort.
  • Guaranteed on-time and under-budget deliverables by strategically managing projects.
  • Diminished workflow gaps by maintaining welded frame and steady material flow through production lines.
  • Notified supervisors of defective equipment or material.
  • Operated forklift to load and unload materials and equipment on trucks.
  • Collaborated with team members to carry out efficient work with optimal safety and achieve timetables.
  • Led inventory processes to minimize project lags.
  • Read work orders to determine work assignments and equipment and materials needed.
  • Transported heavy materials using tugs, hand trucks and pallet jacks throughout work zone.
  • Mentored new employees by providing guidance on safety and proper techniques.
  • Worked alongside staff to discuss and implement best practices and exceed team objectives.

Journeyman Electrician Apprentice

Dana Alarm And Electric
Gloucester, MA
10.2008 - 06.2009
  • Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals.
  • Restocked salad bar and buffet for lunch and dinner service.
  • Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags.
  • Cleaned outdoor eating area and indoor dining room by wiping tables, placing trash in receptacles and restocking napkin dispensers.
  • Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
  • Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
  • Monitored guests for intoxication and immediately reported concerns to management.
  • Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
  • Greeted and maintained relationships with regular customers.
  • Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
  • Repaired and installed new fixtures, wiring, circuits, and motors.
  • Diagnosed issues and developed effective solutions.
  • Interpreted electrical codes and diagrams to complete electrical repair and installation tasks.
  • Adhered to safety protocols, OSHA standards and building codes in installation of systems, operation of equipment, and handling of materials.
  • Completed rough-in, termination, and underground work.
  • Verified problems, investigated faults, and troubleshot solutions to enhance installations.
  • Troubleshooted systems and repaired equipment, ensuring compliance with all established guidelines.
  • Performed troubleshooting to determine issues and appropriate action to complete tasks and provide quality installations.
  • Operated tools according to prescribed safety practices.
  • Interpreted blueprints, schematics, and diagrams of project requirements and initiated appropriate electrical installations.
  • Evaluated existing electrical systems for maintenance, repair, and update requirements.
  • Tested electrical systems and components for continuity, current, voltage and resistance.
  • Read technical drawings, diagrams and project documentation to make accurate decisions about electrical system installations and repair work.
  • Assisted in design and installation of electrical systems and components.
  • Connected appropriate parts to deliver power to audio and visual equipment, signaling devices and heating or air conditioning systems.
  • Instructed customers on proper use and safety of electrical systems and equipment.
  • Studied building schematics to determine location of wiring and equipment.
  • Connected wires to circuit breakers, transformers or other components.
  • Repaired or replaced wiring, equipment and fixtures using hand tools and power tools.
  • Managed business report generation, recordkeeping and supply ordering.
  • Tested electrical systems functionality and continuity of circuits using devices such as ohmmeters, voltmeters and oscilloscopes.
  • Spliced, joined and connected wire to fixtures and other electrical components.
  • Replaced and repaired lighting fixtures and electrical control and distribution equipment.
  • Troubleshot and repaired malfunctioning systems and components.
  • Prevented breakdown of systems by routinely inspecting and replacing old wiring and cleaning circuits.
  • Installed ground leads and connected power cables to equipment.
  • Installed safety and distribution components for electrical systems, such as switches, resistors and circuit-breaker panels.
  • Consulted with management on functionality and lifespan of electrical equipment, advising when continued use may be hazardous.
  • Examined electrical units for loose connections and broken insulation.
  • Followed state and local building regulations based on National Electrical Code.
  • Installed 120/208 volt systems and 347/600 volt systems.

Commercial Fishing Vessel Deckhand

F.V. Pioneer, Captain John Sulton
Gloucester, MA
10.2005 - 10.2008
  • Collected fish and marine delicacies using nets, traps and other methods.
  • Performed basic repairs and common maintenance tasks during trips to keep equipment functional.
  • Settled crew member disputes by addressing problems quickly and providing successful mediation.
  • Worked with local markets and businesses to sell catches quickly and maximize profits.
  • Maintained high levels of productivity by efficiently cleaning and washing equipment.
  • Safely and accurately setup traps and equipment to catch lobsters.
  • Kept nets, cables, ropes and other deck equipment properly stored to control wear and maintain crew safety.
  • Collaborated with team members to complete efficient work and bring in top hauls.
  • Inspected weather forecasts to effectively plan trips around storms and other hazardous conditions.
  • Cleaned decks and sanitized equipment following every shift to remove leftover fish and carcasses.
  • Measured, sorted and stored catches, returning illegal or undesirable creatures back to water.
  • Loaded cargo according to ship capacity and appropriate weight load distribution.
  • Verified presence of cargo-handling gear, lifesaving equipment and dredging gear prior to departures.
  • Thoroughly inspected boats before each embarkment to verify maximum reliability.
  • Operated machinery to hoist captured fish onto boats.
  • Measured catches and released fish that failed to meet jurisdiction's or captain's size requirements.
  • Examined fish to check for defects or signs of ill health and released substandard catches back to water.
  • Sorted and cleaned fish and stored in refrigerated or ice-filled holds to prevent spoilage.
  • Navigated fishing vessel using radar, sonar and global positioning instruments.
  • Troubleshot and repaired equipment and kept fishing vessels clean to maintain machinery in good working order.
  • Learned to operate new technology systems and procedures through instruction, simulators and models.
  • Kept watch aboard vessels to identify changing conditions or potential issues and implement corrective actions.
  • Docked and undocked vessel using radios, depth finders, radars, lights, lighthouses and buoys to make safe and accurate operational decisions.
  • Operated large marine vessels by adjusting speed, steering craft and utilizing navigation instruments.
  • Completed regular vessel inspections to identify deficiencies and coordinate corrective actions.

Education

Electrical Engineering

New England Institute of Technology
East Greenwich, RI

Certificate Of Vocational Completion - Electrical Engineering

Gloucester Vocational And Technical School
Gloucester, MA
06.2009

High School Diploma -

Gloucester High School
Gloucester, MA
06.2009

Skills

  • Quick learner
  • Quick response to directions
  • Creative
  • Multitasking
  • Friendly
  • Ability to work independently or with a team
  • Ability to work in a fast pace environment
  • Excellent Customer service
  • Cash Counting
  • Safety Enforcement
  • Credit and Debt Card Processing
  • Issuing Receipts
  • Loss Prevention Goals Monitoring
  • Verifying Eligibility
  • Popular Trends
  • POS Terminal Operation
  • Customer Relationship Management
  • Customer Needs Assessments
  • Warranty Programs
  • Policy Adherence
  • Consultative Sales Approach
  • Sales Floor Management
  • Inventory Management
  • Signage and Label Updates
  • Order Processing
  • Merchandise Restocking
  • Retail Stock Management
  • Quality Assurance
  • Credit Card Applications
  • Exceeding Customer Expectations
  • Merchandising and Display
  • Positive Customer Engagement
  • Delivery Arrangements
  • Sales Contracts
  • Team Cooperation
  • Meeting Sales Goals
  • Adaptable and Flexible
  • Register Opening and Closing
  • Excellent Written and Verbal Communication
  • Ability to Lift 40 Pounds
  • Retail Metrics and Goals
  • Computer Proficiency and Microsoft Office
  • Trade-In Quotes
  • Item Ticketing and Pricing
  • Building Customer Loyalty
  • Merchandise Recommendations
  • Special Orders
  • Strong Communication and Interpersonal Skills
  • Issue Refunds
  • Purchase Packaging
  • Available Nights, Weekends and Holidays
  • Flexible Hours
  • Store Policies and Procedures
  • Speech Clarity
  • Returns and Exchanges
  • Safety and Cleanliness Standards
  • Service Contracts
  • Security Practices
  • Engaging with Diverse Customers
  • Energy and Physical Stamina

Certification

Osha Certified

Class 1 Machinery Certified

Class 3 Machinery Certified

Timeline

Global Account Manager and Customer Service Rep

OnBrand24 / MCI
02.2017 - 03.2023

Sales Representative

Verizon Wireless / Amcomm Wireless
05.2013 - 06.2016

Cashier / Sales Associate, Stockroom & Maintenance

Marshalls Department Store
11.2012 - 05.2013

General Laborer

Cape Ann Seafood Exchange
04.2011 - 05.2012

Journeyman Electrician Apprentice

Dana Alarm And Electric
10.2008 - 06.2009

Commercial Fishing Vessel Deckhand

F.V. Pioneer, Captain John Sulton
10.2005 - 10.2008

Electrical Engineering

New England Institute of Technology

Certificate Of Vocational Completion - Electrical Engineering

Gloucester Vocational And Technical School

High School Diploma -

Gloucester High School
Joshua LeBlanc