Joshua Philippi
Saint Petersburg
Overview
17
17
years of professional experience
Work History
Production Manager
Moodhoops
07.2024 - Current
- Manages production and fulfillment to ensure timely delivery of products.
- Oversees daily operations to maintain quality standards and efficiency.
- Collaborates with team to optimize manufacturing processes and innovate new products.
- Serves as team lead and head trainer for all build processes.
- Solders PCBs and LED strip for LED hula-hoops, LED levi-wands, LED poi, and other LED products.
- Hand-crafts all daytime polypro hoop orders, sectional polypro hoops, and special concept hoops (star hoops, heart hoops, triangle hoops, etc.)
- Monitors inventory levels to support production needs effectively.
- Resolves issues quickly to maintain productivity goals.
- Increases overall productivity by identifying bottlenecks in the production process and proposing effective solutions.
- Fosters a culture of continuous improvement by encouraging open communication between team members and regularly soliciting feedback on operational procedures.
Customer Service Representative
BMO Alto
09.2023 - 07.2024
- Took inbound calls, resolving customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Processed ACH transactions accurately using banking software for online bank accounts (High Yield Savings Account, Certificates of Deposit)
Customer Service Representative
American Express National Bank
02.2021 - 09.2023
- Took inbound calls, resolving customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Processed ACH and wire transactions accurately using banking software for various types of accounts (High Yield Savings Account, High Yield Checking Account, Certificates of Deposit, IRA Account)
Customer Service Representative
Macy's Credit Services
03.2020 - 02.2021
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Processed payments using banking software, improving operational efficiency.
- Evaluated customers for credit limit increases, looking at factors such as FICO score, payment history, credit utilization, debt-to-income ratio, and circumstantial information regarding their purchase
- Additionally took calls for Bloomingdale's customers, assisting with loyalty program inquiries
- Took escalation calls and team assist calls, helping to de-escalate irate customers and help team members with complex processes to resolve issues in real-time
- Assisted in training new team members on customer service protocols and systems.
Customer Service & Social Media Representative
Moodhoops
02.2019 - 03.2020
- Helped customers through email and chat-based customer service, assisting customers with product information, order changes, returns and exchanges, repairs and services, website navigation, and more.
- Worked with WooCommerce (WordPress platform) and Shipstation to assist customers with their orders.
- Managed social media channels (Instagram and Facebook) for customer engagement by posting and re-posting story posts and feed posts daily.
- Managed Sponsored Artists through social media channels in order to enhance overall engagement and influence sales.
Customer Service Representative
Transamerica Insurance Company (Tata Consultancy Services)
10.2018 - 03.2019
- Took inbound and outbound calls, assisting mostly healthcare providers verify patient benefit information and claims with Medicare supplement insurance coverage.
- Provided detailed product information to customers, facilitating informed decision-making.
Case Manager
Airbnb / 24/7 In-Touch Call Center
02.2018 - 08.2018
- Handled inbound and outbound calls, assisting with escalated customer issues to ensure prompt resolutions and maintain positive relationships.
- Assisted with rebooking.
- Assisted with reservation issues cancellations, alterations, refund requests, payment requests, review disputes, and more.
- Assisted with product knowledge platform guidance, technical support, and more.
- Also assisted with inbound/outbound email correspondence.
Warehouse Associate
Amazon
07.2017 - 12.2017
- Stowed products into inventory pods, ensuring readily available inventory for order picking.
- Counter products in inventory pods to ensure quality control and inventory management.
Cashier
Pros 4 Clothes Dry Cleaners
11.2016 - 04.2017
- Keyholder - opened and closed 6 days a week,
- Processed incoming clothes using ticket system for in-store customers, delivery customers, shoe repair customers, and rug cleaning customers,
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Maintained cleanliness and organization of the facility
- Assisted customers with inquiries regarding services and pricing, ensuring satisfaction.
Delivery Driver
Penny Delivery
03.2015 - 08.2016
- Delivered food from various restaurants, adhering to safe driving practices, route management, and food safety protocols.
- Provided timely and friendly service to customers.
Delivery Driver
Doorstep Delivery
03.2014 - 03.2015
- Delivered food from various restaurants, adhering to safe driving practices, route management, and food safety protocols.
- Provided timely and friendly service to customers.
Busser and Host
Madison Social
09.2013 - 03.2014
- Collaborated with servers to ensure timely table turnover and efficient service delivery.
- Maintained cleanliness and organization of dining area, enhancing guest experience.
- Assisted in setting up and breaking down dining spaces for events and special functions.
- Communicated effectively with kitchen staff as food runner to manage food flow and minimize delays.
Cashier
Royal Cleaners
08.2009 - 07.2011
- Assisted with incoming and outgoing dry cleaning orders using organized ticketing system.
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Maintained cleanliness and organization of cash register area.
- Assisted customers with inquiries regarding dry cleaning and clothing alteration services and pricing.
Education
Associate of Arts - Music
Florida State University
Tallahassee, FLHigh School Diploma -
Fort Walton Beach High School
Fort Walton Beach, FL05-2011
Skills
- Staff management
- Quality control
- Quality inspection
- Production line management
- Customer support
- Production oversight
- Workflow optimization
- Training coordination
- Customer-centric
- Critical thinking
- Troubleshooting skills
Timeline
Production Manager
Moodhoops
07.2024 - Current
Customer Service Representative
BMO Alto
09.2023 - 07.2024
Customer Service Representative
American Express National Bank
02.2021 - 09.2023
Customer Service Representative
Macy's Credit Services
03.2020 - 02.2021
Customer Service & Social Media Representative
Moodhoops
02.2019 - 03.2020
Customer Service Representative
Transamerica Insurance Company (Tata Consultancy Services)
10.2018 - 03.2019
Case Manager
Airbnb / 24/7 In-Touch Call Center
02.2018 - 08.2018
Warehouse Associate
Amazon
07.2017 - 12.2017
Cashier
Pros 4 Clothes Dry Cleaners
11.2016 - 04.2017
Delivery Driver
Penny Delivery
03.2015 - 08.2016
Delivery Driver
Doorstep Delivery
03.2014 - 03.2015
Busser and Host
Madison Social
09.2013 - 03.2014
Cashier
Royal Cleaners
08.2009 - 07.2011
Associate of Arts - Music
Florida State University
High School Diploma -
Fort Walton Beach High School