Joshua Lofink
Dallas,GA
Summary
Dynamic customer service management professional with a proven track record of enhancing customer satisfaction and optimizing operational efficiency. Recognized for strong leadership, effective problem-solving skills, and exceptional communication that fosters team collaboration. Expertise in adapting to evolving challenges ensures consistent achievement of results. Proficient in conflict resolution and process optimization, dedicated to delivering high-quality customer experiences that drive business success.
Overview
9
9
years of professional experience
Work History
Financial Customer Service Lead
CarMax
09.2024 - Current
- Led team in resolving customer inquiries and issues, ensuring high satisfaction rates.
- Trained new team members on company policies and customer service best practices.
- Implemented feedback mechanisms to improve service delivery and customer engagement.
- Coordinated with management to streamline operational processes, enhancing efficiency.
- Monitored team performance metrics to identify improvement areas and implement solutions.
- Fostered a positive work environment by promoting teamwork and open communication among staff.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed training materials for ongoing employee development and skill enhancement.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Regularly Train & Adhere to all State & Federal compliance laws.
- Supervised customer service team, ensuring adherence to company policies and standards.
- Developed training materials to enhance staff knowledge on vehicle features and financing options.
Financial Customer Service Representative
CarMax
03.2024 - 09.2024
- Assisted customers with inquiries regarding vehicle financing options and payment plans.
- Resolved customer issues related to service contracts and warranties efficiently.
- Processed transactions accurately while maintaining compliance with internal policies.
- Educated customers on vehicle protection plans and available services effectively.
- Maintained up-to-date knowledge of CarMax products, services, and industry trends.
- Collaborated with teammates to enhance customer experience through streamlined communication.
- Utilized CRM systems to track customer interactions and ensure follow-up actions were taken.
- Provided feedback to management on process improvements based on customer interactions.
- Participated in ongoing professional development initiatives focused on enhancing knowledge of industry trends, regulatory changes, and emerging financial products.
- Leveraged strong analytical skills to troubleshoot and resolve technical issues related to online banking platforms, ensuring a positive user experience for clients.
- Navigated complex client scenarios with tact and professionalism, resulting in successful resolution of conflicts or concerns.
- Supported fraud prevention efforts by monitoring accounts for suspicious activity and following established protocols if discrepancies were identified.
- Developed expertise in multiple banking systems and software applications required for effective job performance as a Financial Customer Service Representative.
- Maintained strict confidentiality when handling sensitive client data, adhering to regulatory requirements and company policies at all times.
- Exceeded performance metrics consistently by delivering exceptional financial services support to clients.
- Reduced response times by effectively managing a high volume of inbound calls and emails from clients seeking financial assistance or information.
- Built strong relationships with clients through attentive listening, empathetic communication, and sound financial advice.
Warehouse Supervisor
Scholastic Book Fairs
06.2021 - 01.2024
- Supervised daily warehouse operations, ensuring adherence to safety protocols and efficient workflow.
- Coordinated inventory management tasks, optimizing stock levels and minimizing discrepancies.
- Trained new staff on equipment usage and safety procedures to enhance team performance.
- Implemented process improvements that increased picking efficiency by streamlining workflows.
- Monitored shipment schedules and logistics to ensure timely delivery of products to clients.
- Conducted regular inspections of equipment and facilities to maintain operational standards.
- Developed training materials for staff development, resulting in improved onboarding experience.
- Supervised warehouse operations by managing employees during shifts.
- Supervised shipping and receiving, distribution and workplace safety.
- Used warehouse management software to reconcile daily inventory.
- Oversaw daily operations and shipping and handling processes.
- Maintained a clean working environment by enforcing strict cleanliness standards throughout the entire facility.
- Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
- Collaborated with other department heads on company-wide initiatives aimed at improving operational efficiency across multiple divisions.
- Mentored junior staff members to develop their skills in warehousing operations, fostering a supportive work environment for professional growth.
- Performed troubleshooting to resolve issues with equipment, devices and products.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Redesigned warehouse layout to accommodate new equipment, maximize space utilization, and optimize processes.
Warehouse Manager
Waveform
08.2019 - 06.2021
- Oversaw daily warehouse operations to ensure efficient order fulfillment and inventory management.
- Implemented safety protocols, reducing workplace incidents and enhancing employee well-being.
- Trained and mentored staff in best practices for equipment handling and inventory tracking.
- Streamlined processes to improve workflow efficiency, minimizing downtime during peak periods.
Inventory Management Specialist
Cerno LLC
07.2016 - 10.2017
- Streamlined inventory tracking processes to enhance accuracy and reduce discrepancies.
- Implemented automated inventory management systems, improving stock visibility and retrieval efficiency.
- Developed training materials for staff on best practices in inventory control and management.
- Led cross-departmental initiatives to optimize supply chain operations and minimize stockouts.
Education
Automotive Electrical ASE - Automotive
Golden West Community College
Huntington Beach, CA07-2016
High School Diploma -
Villa Park High School
Villa Park, CA08-2012
Skills
- Email etiquette
- Payment processing
- Cash handling
- Customer complaint resolution
- Inventory control
- Interdepartmental communication
- CRM software
- Call center experience
- Staffing oversight
- Team training and development
- Research and analysis
- Complaint handling
- Critical thinking
- Computer proficiency
- Spreadsheets
- Data entry
- De-escalation techniques
- Microsoft Excel
Accomplishments
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Achieved setting a new company wide KPI standard through effectively analyzing CSR trends and creating a custom calculator to determine the best average standard.
- Lead the highest cure rate MoM on past-due accounts.
- Largest Individual CSR improvements MoM for 2025
Languages
English
Native or Bilingual
Spanish
Limited Working
Interests
- Supporting STEM education initiatives and mentorship programs
- Electronics and Circuit Building
- 3D Printing
- Artificial Intelligence (AI) and Machine Learning
- Robotics
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Martial Arts
- Youth Development Programs
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Auto Repair/Restoration
Timeline
Financial Customer Service Lead
CarMax
09.2024 - Current
Financial Customer Service Representative
CarMax
03.2024 - 09.2024
Warehouse Supervisor
Scholastic Book Fairs
06.2021 - 01.2024
Warehouse Manager
Waveform
08.2019 - 06.2021
Inventory Management Specialist
Cerno LLC
07.2016 - 10.2017
Automotive Electrical ASE - Automotive
Golden West Community College
High School Diploma -
Villa Park High School