Joshua Postl

• Excellent communication skills, both verbal and written.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Learned and adapted quickly to new technology and software applications.
• Developed and maintained courteous and effective working relationships.

• Developed internal requirements and standards to minimize regulatory risks and liability across programs.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Organized meetings for executives and coordinated availability of conference rooms for participants.
• Organized spaces, materials and catering support for internal and client-focused meetings.
• Led regular customer service meetings to review progress identify challenges and provide feedback.
• Kept high average of performance evaluations.
• Coached employees through day-to-day work and complex problems.

• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Reviewed associate performance to identify training needs.
• Updated account information to maintain customer records.
• Handled customer inquiries and suggestions courteously and professionally.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.

• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Responded to customer requests for products, services, and company information.
• Maintained up-to-date knowledge of product and service changes.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

❖ Hired as a call center representative where we were trained on all aspects of student loans

❖ Took/made calls to assist with borrower’s accounts or issues

❖ Averaged between 100-150 calls per day

❖ Given Multiple tasks to complete in conjunction with answering calls (personal letters,

Borrowers log in issues with Mohela.com, answering personal emails sent from borrowers)

❖ Given federal clearance to work with multiple operating systems for the Department of Education (PHEAA, COD, NSLDS)

❖ Was promoted to start a late stage delinquency department for borrowers more than 180+ days delinquent on April 13, 2012

❖ Developed training methods and materials for that department.

❖ Assisted in creating dialer campaigns and creative mailings to assist in contact rates to borrowers

❖ Promoted to the Loan Servicing department November 6th, 2012 where I excelled on multiple processing tasks where there was a requirement per hour for completion

❖ Assisted Mohela’s accounting department adjusting interest capitalization based on previous servicer information from February 5th2013 to January 8th, 2014

❖ From February 2015-present; working on a sub-contract to process tasks and request for AES (another student loan servicer), trained on processing and multiple requests to assist borrowers

❖ Started on the Bank of America business credit line portfolio contacting existing or non-existing companies to collect delinquent balances on credit lines

❖ During this time, I was required to make 100+ calls a day where I averaged 140 per day

❖ Promoted to Bank of America pre-charge off department contacting individuals that have not defaulted on credit lines to prevent charge off

❖ Was responsible for a large budget to collect each month of $200,000

❖ Was given collector of the month awards multiple times based off percentage over budget collected

❖ Was also promoted to work with Chase Bank portfolio

❖ Promoted to supervisor of team of 15 collectors.

❖ Tracking of all budgets and employee bonuses

❖ Created training material to better improve my team of collectors