Joshua Pillai
Johnston,RI
Summary
Dynamic leader with proven expertise in operations management and customer service, honed at Popeyes® Louisiana Kitchen. Excelled in cross-functional coordination and problem-solving, achieving significant improvements in customer retention and financial targets. Skilled in staff development and decision-making, driving team performance and business growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Manager of Operations
Popeyes® Louisana Kitchen
04.2018 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
Service Desk Representative
Walmart
08.2021 - 09.2023
- Collected room deposits, fees, and payments.
- Implemented proactive measures to prevent recurring issues, analyzing trends and patterns in service desk tickets.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Engaged in user support interactions via telephone, chat and email platforms.
Education
Associate of Arts - Communication And Film Media
Community College of Rhode Island
Warwick, RI05.2021
Skills
- Logistics Management
- Cross-functional coordination
- Decision-Making
- Customer Service
- Staff Management
- Team Leadership
- Operations Management
- Inventory Management
- Goal Setting
- Schedule Management
- Process Improvements
- Data Management
- Staff Development
- Customer Retention
- Business Development
- Financial Management
- Problem-Solving
- Planning and Implementation
- Management
Certification
- ServSafe Food Handler's Certification
- Microsoft Office Specialist (MOS) Certification
Languages
Spanish
Professional Working
Hindi
Native or Bilingual
Marathi
Native or Bilingual
Urdu
Native or Bilingual
Timeline
Service Desk Representative
Walmart
08.2021 - 09.2023
Manager of Operations
Popeyes® Louisana Kitchen
04.2018 - Current
Associate of Arts - Communication And Film Media
Community College of Rhode Island