Joshua Peterson

Customer Support: Handled over 50+ inbound calls daily, assisting customers with hotel reservations, account issues, payments, and resolving casino-related inquiries with professionalism and efficiency.

Problem Solving: Resolved complex customer issues involving account security, technical errors, loyalty program disputes, and billing discrepancies, often requiring coordination with different departments to provide timely solutions.

Customer Experience: Ensured exceptional customer satisfaction by delivering personalized service, identifying customer needs, and recommending relevant promotions and loyalty program benefits to enhance their gaming experience.

Multi-Tasking: Utilized multiple systems and CRM tools to efficiently process customer requests, track interactions, and document resolutions while maintaining a positive and professional tone.

Performance Excellence: Consistently exceeded key performance metrics such as first-call resolution (FCR), average handle time (AHT), and customer satisfaction scores (CSAT), contributing to high team productivity.

Training and Mentorship: Acted as a subject matter expert, assisting in the training and onboarding of new hires by providing guidance on call handling techniques, troubleshooting methods, and company policies.

Technical Proficiency: Adapted to new software and tools, including customer management platforms, payment gateways, and casino management systems, to ensure accurate and efficient service delivery.

Team Collaboration: Worked closely with cross-functional teams, including IT, billing, and loyalty departments, to escalate and resolve customer issues in a timely manner, improving customer retention and satisfaction.

Feedback Implementation: Provided feedback to leadership based on customer interactions, suggesting process improvements and system enhancements to streamline customer service operations and enhance the overall player experience.

Mentored younger players, offering guidance on technique, strategy, and sportsmanship principles.

Reduced downtime and improved productivity with proactive troubleshooting and timely resolution of technical issues.

Monitored technology infrastructure against core standards to provide technical assessment and advisory services. Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.

Standardized IT procedures and protocols, streamlining workflows for greater efficiency and ease of use across the organization. Used critical thinking to break down problems, evaluate solutions and make decisions. Made proactive outbound calls to customers, effectively diagnosing and resolving technical issues related to OnStar services, enhancing user experience and satisfaction.

• Troubleshooting Expertise: Utilized strong analytical skills to troubleshoot a variety of technical problems, including connectivity issues, system malfunctions, and feature inquiries, ensuring timely resolutions.
• Customer Engagement: Fostered strong relationships with customers by actively listening to their concerns and providing step-by-step guidance on resolving technical issues, resulting in improved customer loyalty.
• Documentation and Reporting: Maintained detailed records of customer interactions, technical issues, and resolutions in the CRM system, ensuring accurate tracking and follow-up on outstanding cases.
• Collaboration with Engineering: Worked closely with engineering and product teams to escalate complex technical issues, providing feedback for product improvement and helping to enhance the overall OnStar service.
• Training and Development: Assisted in training and onboarding new team members, sharing best practices for customer engagement and technical troubleshooting to enhance team performance and knowledge sharing.
• Feedback Loop: Collected customer feedback on service experiences and communicated insights to management, contributing to the development of training materials and process improvements.
• Performance Metrics: Achieved and exceeded key performance indicators (KPIs) including average resolution time, customer satisfaction scores, and call quality metrics, demonstrating commitment to service excellence.

• Successfully de-escalated tense situations with frustrated customers by demonstrating patience, empathy, and a solution-oriented approach.
• Contributed to the development of a comprehensive knowledge base, enhancing the efficiency of issue resolution for future queries.
• Conducted proactive outreach campaigns via live chat, engaging potential customers and encouraging them to explore available products or services further.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through live chat support.
• Developed exemplary writing skills through continued correspondence with upwards of 70+ customers per day.
• Promptly responded to inquiries and requests from prospective customers.
• Played an integral role in mentoring new team members, sharing expertise and best practices to enhance overall team performance.
• Handled inbound customer chat conversations from various websites.
• Researched customer inquiries to provide accurate and up-to-date information.
• Cross-trained and provided backup support for organizational leadership.
• Responded proactively and positively to rapid change.
• Trained new personnel regarding company operations, policies and services.
• Worked effectively in fast-paced environments.
• Proven ability to learn quickly and adapt to new situations.