Joshua Peterson
Lewisville,TX
Summary
Results-driven leader with 15+ years of experience in customer service and team management. Passionate advocate for continuous improvement, excelling in implementing systems that analyze, problem-solve, and enhance individual and group performance.
Overview
15
15
years of professional experience
Work History
Director, Customer Experience
BRINKS
01.2018 - Current
- Designed a comprehensive training program and knowledgebase.
- Promoted cross-functional collaboration to optimize decision-making processes across the organization.
- Devised and executed innovative solutions to complex challenges, boosting productivity and streamlining operations.
- Increased revenue by optimizing processes and introducing cost-saving initiatives.
- Led cultural transformation initiatives to instill a mindset of continuous improvement.
- Steered the organization through significant changes while maintaining a focus on long-term strategic objectives.
Financial Center Manager II, Assistant Vice President
BANK OF AMERICA
01.2010 - 01.2018
- Elevated customer satisfaction through exceptional service, relationship building, and customized banking solutions.
- Organized community outreach events to enhance local brand presence and establish meaningful connections.
- Enhanced financial center performance by implementing effective sales strategies and comprehensive staff training programs.
- Mitigated risks by ensuring strict compliance with corporate policies, procedures, and regulatory requirements.
Education
Bachelor of Arts - English
University of Texas At Arlington
MBA - Business Administration
Texas Woman's University
Skills
- Strategic Planning
- Team Management
- KPI, Metric Reporting
- Budget Development
- Creativity and Innovation
- Cross Functional Team Collaboration
- Data Analysis
- Proficient in CRM Tools, Salesforce
Accomplishments
Created offshore support teams to drive organizational efficiencies in productivity and cost reductions
- Reduced Case volume by 64%
- Reduced Claim volume by 72%
- Increased Case Closure Velocity to 108%
- Decreased Case Resolution Time by 6.6 Days
- Increase Customer Satisfaction scores from 2.1 to 4 (1-5 Scale).
Affiliations
- Brink's PRIDE ERG: Founder, Chair
- City Commissioner: Planning and Zoning, Transportation, Capital Projects
- Texas Master Naturalist
Timeline
Director, Customer Experience
BRINKS
01.2018 - Current
Financial Center Manager II, Assistant Vice President
BANK OF AMERICA
01.2010 - 01.2018
Bachelor of Arts - English
University of Texas At Arlington
MBA - Business Administration
Texas Woman's University
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