Joshua Liriano
Orlando
Summary
Results-driven, adaptable, experienced Customer service/Product support specialist with a highly analytical mindset, passion for innovation, and documented success in hands-on roles. Expert at working in collaboration with cross-functional teams in the development and execution of critical projects, including planning, budgets, and workflows. Dedicated to advancing my career into a management role within a highly recognized, employee-centric company.
Overview
4
4
years of professional experience
Work History
Executive Customer Care Advocate
NBCUniversal
02.2024 - Current
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Streamlined communication channels for quicker problem-solving and increased customer loyalty.
- Conducted thorough research to provide accurate information and resolve complex issues effectively.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
Customer Service Executive
Plentific
05.2022 - 12.2023
- Manage inbound and outbound interactions with customers via phone, live chat, email.
- Develop and maintain customer relationships through proactive, positive and constructive communication.
- Be the first point of contact for customer queries in relation to the products, services, and technical support.
- Handle enquiries and complaints focused on customer satisfaction.
- Achievement of internal call quality expectations.
- Responsible for the Verification Process of our customers.
- Provide training to our customers based on their product selection.
- Process property updates for clients adhering to data protection/data integrity.
Customer Service and Product Support
Activus Connect
01.2022 - 05.2022
- Order Management - Managing existing orders of customers
- Assisting customers and providing product knowledge to provide a better buying experience
- Outbound Calls
- Outbound Emails / Chat Support
Customer Service Representative
Spectrum
02.2021 - 02.2022
- Handle high volume of calls on a daily basis
- Multi-task and find a solution to customers issue
- Provide step by step instructions to help customer solve the main issue
- Interacted with Customers on a daily basis
- Making Outbound Calls if needed for customer assistance.
Education
Associate of Arts - Business Management
Valencia College
Orlando, FL05.2025
Timber Creek Highschool
05.2017
Skills
- Customer Service/Support
- Customer Relationship Management
- Account Management
- Technical Support
- Online Chat and Email
- Call Center Experience
- Order Management Communication
- Salesforce
- Hubspot
- Jira
- Microsoft Office/Excel
- CRM Software
Timeline
Executive Customer Care Advocate
NBCUniversal
02.2024 - Current
Customer Service Executive
Plentific
05.2022 - 12.2023
Customer Service and Product Support
Activus Connect
01.2022 - 05.2022
Customer Service Representative
Spectrum
02.2021 - 02.2022
Associate of Arts - Business Management
Valencia College
Timber Creek Highschool