Joshua Lively
New Brighton,PA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
16
16
years of professional experience
Work History
Customer Service Representative/Team Leader
Center One Inc
Beaver Falls, PA
01.2018 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Responsible for overseeing department employees and scheduling.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative/Sales Associate
Final Phorm
Beaver, PA
02.2014 - 01.2018
- Assisted customers with any issues or questions they had regarding their insurance policies.
- Assisted clients in selecting appropriate coverage options for their needs.
- Upsold products to policyholders and potential new clients.
- Provided advice on financial planning and insurance policies.
- Processed applications and paperwork related to policy issuance or renewal.
Machine Operator/Supervisor
Pittsburgh Tubular Shafting
Rochester, PA
06.2008 - 01.2014
- Responsible for overseeing 20-40 employees during daily operations.
- Responsible for scheduling of my crew and department on a weekly basis.
- Operated machinery daily to meet quotas and production needs.
- Directed and supervised the daily activities of machine operators to ensure production goals were met.
- Monitored the performance of machines, identified and resolved any operational problems.
- Provided training to new employees on proper operation of machinery.
- Conducted regular inspections of equipment to ensure it was functioning properly.
- Worked closely with management team to develop strategies for increasing productivity levels.
Education
High School Diploma -
New Brighton Area High School
New Brighton, PA06-2007
Skills
- Scheduling
- Report Generation
- Data Collection
- Information Security
- Product Knowledge
- Complaint resolution
- Inbound and Outbound Calling
- Call Management
- Call Center Operations
- Credit card payment processing
- Staff Training
- Multi-Task Management
- Sales expertise
- Computer Proficiency
- Problem-solving abilities
- Active Listening
- Tactful and diplomatic
- Grammar
- Conflict Resolution
- Typing proficiency
- Positive and professional
- Follow-up skills
- Schedule development
- Staff Management
- Goal-Oriented
- Quality Assurance
- Forklift Operation
- Workplace Safety
- Machinery Operation
- Preventive Maintenance
- Machine Maintenance
- Assembly and production
- CNC Machines
Affiliations
I am a youth football and baseball coach in my free time. I really enjoy giving back to the community and having an impact in kids lives.
References
References available upon request.
Timeline
Customer Service Representative/Team Leader
Center One Inc
01.2018 - Current
Customer Service Representative/Sales Associate
Final Phorm
02.2014 - 01.2018
Machine Operator/Supervisor
Pittsburgh Tubular Shafting
06.2008 - 01.2014
High School Diploma -
New Brighton Area High School