Joshua Perry
Decatur,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Cyber Security industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Account Manager
Teleperformance USA
11.2021 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Direct Care Supervisor
Mack Lander
07.2017 - 10.2021
- Spearheaded and implemented new projects to expand scope of engagement.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Placed food orders with suppliers on weekly basis, taking into account kitchen budget and expected demands.
Collections Agent
Contract Callers Inc.
05.2013 - 03.2016
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and applied to customer balances.
- Reached out to approximately 200 account holders daily.
Education
GED -
Hephzibah High School
Hephzibah, GACertification - Advanced Cybersecurity
University of Phoenix
Tempe, AZ2024
Skills
- Email Etiquette
- Feedback collection
- Escalation management
- Complaint Handling
- Analytical Thinking
- Network Security
- Management
- Threat analysis investigations
- Risk Mitigation
- Vulnerability Assessment
- Benefits Explanation
- Proficient in Qualys
Certification
- Certified VMDR, Qualys - 2024
- Advanced Cyber Security, University of Phoenix - 2023-2024
- Serve Safe Certified - 2024
Timeline
Customer Service Account Manager
Teleperformance USA
11.2021 - Current
Direct Care Supervisor
Mack Lander
07.2017 - 10.2021
Collections Agent
Contract Callers Inc.
05.2013 - 03.2016
GED -
Hephzibah High School
Certification - Advanced Cybersecurity
University of Phoenix