Joshua Pritz
Des Moines,IA
Summary
Versatile and dynamic professional with a proven track record at Global Atlantic Financial Group, adept in strategic decision-making and operational efficiency. Excelled in enhancing team performance and customer satisfaction through calm, accountable leadership and a strong ability to learn quickly and adapt under pressure.
Overview
3
3
years of professional experience
Work History
Contact Center Team Lead
Global Atlantic
Des Moines, IA
04.2025 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Client Care Advocate II
Global Atlantic Financial Group
Des Moines, IA
11.2023 - Current
- Resolved complex escalated phone inquiries by identifying and implementing solutions for challenging Preneed cases.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Streamlined processes for faster issue resolution, resulting in increased customer satisfaction.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Created new training modules that became a part of the official Preneed training process, while getting the chance to assist in training of multiple new hire classes.
Bike Shop Assistant Manager
Bright Angel Bicycle Rentals & Cafe
Grand Canyon, AZ
04.2023 - Current
- Mentored team members to enhance professional development and accountability in workplace.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Created employee schedules to align coverage with forecasted demands.
- Trained team members in successful strategies to meet operational and sales targets.
- Monitored and analyzed sales reports to identify opportunities for growth.
Bike Shop Technician/Tour Guide
Bright Angel Bicycle Rentals & Cafe
Grand Canyon, AZ
02.2022 - 04.2023
- Partnered with shop team to diagnose problems, correct faults and restore equipment to manufacturer specifications through timely preventive maintenance.
- Researched and implemented new technologies and equipment.
- Trained to handle medical issues and accidents to take appropriate action and promote safety and well-being of tour groups.
Education
Bachelor Of Science - Risk Management (2 Years Remaining)
Grand Canyon University
Phoenix, AZSkills
- Strategic Decision-Making
- Operational Efficiency
- De-Escalation & Team Building
- Leader by Example
- Highly Adaptable to Changing Environments
- High Drive for Growth & Self-Improvement
Timeline
Contact Center Team Lead
Global Atlantic
04.2025 - Current
Client Care Advocate II
Global Atlantic Financial Group
11.2023 - Current
Bike Shop Assistant Manager
Bright Angel Bicycle Rentals & Cafe
04.2023 - Current
Bike Shop Technician/Tour Guide
Bright Angel Bicycle Rentals & Cafe
02.2022 - 04.2023
Bachelor Of Science - Risk Management (2 Years Remaining)
Grand Canyon University