JOSHUA PROMESSE
Sarasota,FL
Summary
Dedicated Customer Service professional with knowledge of company processes and proven multitasking abilities. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
11
11
years of professional experience
Work History
Offline Customer Support Specialist III
Spectrum
11.2022 - Current
- Promoted due to having performance scores that exceeded the average for six consecutive months and passing a proficiency test
- Perform the tasks of an Offline Customer Support Specialist I & II in addition to new responsibilities
- Promoted to highest level in my field within the span of only 3 years.
- One of six assigned mentors tasked with assisting with the training and coaching of new hires. Responsible for facilitating the successful graduation of over thirty agents
- Process the account closures and owner transfers of commercial accounts
Offline Customer Support Specialist II
Spectrum
02.2020 - 11.2022
- Promoted due to having performance scores that exceeded the average for six consecutive months and passing a proficiency test
- Perform the tasks of an Offline Customer Support Specialist I in addition to new responsibilities
- Processed the disconnect or transfer of spectrum services for account holders who passed away, with tact and empathy
- Handled residential account transfers and accurately updated customer information
Offline Customer Support Specialist I
Spectrum
01.2019 - 02.2020
- Processed disputes in regards to returned equipment, using a warehouse database for verification
- Resolved billing disputes cause by system and employee error. Tasked with thoroughly investigating these errors and detailing the justification for my resolution with notes.
- Completed tasks that typically require detailed account research and customer contact. Corrected coding issues preventing the completion of product sales or updates, on customer accounts.
- Fulfilled all general duties such as preparing, checking, verifying and processing customer data.
Billing Specialist
Spectrum
11.2016 - 01.2019
- Took inbound calls, assessing and addressing all customer service issues
- Provided clarifying explanations to billing inquiries
- Maintained an updated knowledge on any policy changes, fee and promotional offers that affected customers
Electrician's Apprentice
S & S Electric Co Inc
02.2016 - 11.2016
- Responsible for laying electrical wire throughout residential homes and helping to install electrical outlets and junction boxes.
- Accurately read blueprints to correctly install all electrical fixtures such as plugs, switches, smoke detectors and ventilation fans
- Worked under supervision of Journeyman Electricians to learn the trade and develop electrical knowledge.
- Learned to correctly interpret and read the floor plans of single family homes
Administrative Specialist
US Marine Corps Reserve
06.2015 - 11.2021
- Corrected pay issues for Marines on base
- Tracked and processed promotions
- Performed and maintained audits on both Marine officers and enlisted Marines
- Created and maintained excel spreadsheets of personal data and contact information for every marine on base
- Addressed all miscellaneous administrative issues encountered by Marines on base
Education
Bachelor of Science - Business Economics
State College of Florida, Manatee-Sarasota
Bradenton, FL2026
High School Diploma -
Southeast High School
Bradenton, FL2015
Skills
- Excellent written and verbal communication skills
- Years of extensive customer service experience
- Multi-Tasking
- Attention to detail
- Fast and eager learner
- Experienced in Microsoft Word and Excel
- Prioritize and organize effectively
- Computer proficiency
- Leadership experience
Timeline
Offline Customer Support Specialist III
Spectrum
11.2022 - Current
Offline Customer Support Specialist II
Spectrum
02.2020 - 11.2022
Offline Customer Support Specialist I
Spectrum
01.2019 - 02.2020
Billing Specialist
Spectrum
11.2016 - 01.2019
Electrician's Apprentice
S & S Electric Co Inc
02.2016 - 11.2016
Administrative Specialist
US Marine Corps Reserve
06.2015 - 11.2021
Bachelor of Science - Business Economics
State College of Florida, Manatee-Sarasota
High School Diploma -
Southeast High School