Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joshua Lovett

Alpharetta,GA

Summary

Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.

Overview

13
13
years of professional experience

Work History

Customer Service Supervisor

Verizon Wireless
05.2022 - 10.2023
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.

Senior Customer Service Representative

Verizon Wireless
10.2018 - 05.2022
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Handled escalated calls and unique situations to tailor proper solutions for customers.
  • Engaged clients over phone to answer questions and address complaints.
  • Trained and directed new employees in onboarding, conflict resolution, and data entry practices to boost customer satisfaction ratings.

General Manager

Aspire Fitness
05.2016 - 10.2018
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented operational strategies and effectively built customer and employee loyalty.

Human Resources Specialist

Army National Gaurd
08.2010 - 08.2018
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Fielded soldier inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
  • Managed payroll processing and benefits to compensate soldier for service rendered.
  • Monitored soldier attendance and performance, addressing issues in accordance with company policies and procedures.
  • Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
  • Maximized team knowledge and productivity by training, monitoring, and directing employees in application of best practices and regulatory protocols.

Education

Bachelor of Arts - Applied Arts And Sciences

University of North Texas
Denton, TX
12.2023

Skills

  • Call Center Operations
  • Work Prioritization
  • Service Delivery Optimization
  • Report Generation
  • Leading Team Meetings
  • Handling Escalations
  • Team Development
  • Workflow Management

Timeline

Customer Service Supervisor

Verizon Wireless
05.2022 - 10.2023

Senior Customer Service Representative

Verizon Wireless
10.2018 - 05.2022

General Manager

Aspire Fitness
05.2016 - 10.2018

Human Resources Specialist

Army National Gaurd
08.2010 - 08.2018

Bachelor of Arts - Applied Arts And Sciences

University of North Texas

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Joshua Lovett