Joshua Reeves
Elk Grove,CA
Summary
Expert in enhancing customer experiences and fostering robust client relationships. Demonstrated success in aligning customer satisfaction with organizational goals. Proven leadership in high-performing teams dedicated to service excellence and accountability. Extensive experience in client-centric industries, adept at managing multiple projects under tight deadlines while prioritizing effectively.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Workforce Management Coordinator
Berkshire Hathaway Guard Insurance
01.2021 - 01.2025
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center.
- Implemented contingency plans to ensure business continuity during periods of change or unexpected events, such as staffing shortages or emergencies.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely information on agent availability and schedule adherence.
Customer Service Supervisor
Berkshire Hathaway Guard Insurance
01.2018 - 01.2021
- Fostered positive work environment by promoting open communication and team collaboration.
- Resolved escalated customer issues promptly, enhancing overall service quality.
- Coached employees in daily tasks and complex problem-solving for skill development.
- Collaborated with departments to address customer concerns and improve satisfaction.
Customer Service Supervisor
Schnitzer Steel | Pick N Pull
01.2017 - 01.2018
- Led training and development initiatives for customer-focused contact center team to enhance performance.
- Managed team accountability, ensuring high-quality customer experiences across all interactions.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Customer Care Team Manager | Google Nest Support
Voxpro
01.2015 - 01.2017
- Led and developed customer-focused contact center team to enhance service quality.
- Managed team performance to ensure superior customer experiences and accountability for results.
- Regularly reported results to Nest and Voxpro executive teams via teleconferencing systems.
- Facilitated opening of new contact center site in Folsom, establishing relationships with partner sites across U.S. and Ireland.
Customer Care Manager | IT Client Technical Support Manager
American Driving Records
01.1999 - 01.2015
- Demonstrated strong business acumen in customer-focused contact center operations.
- Improved service level performance through real-time data trend analysis and workforce adjustments.
- Coached staff while overseeing payroll processing and phone support functions.
- Optimized scheduling, forecasting, and reporting tools presented to management.
- Researched and drafted user and training materials for employees and clients.
- Managed software project development, ensuring quality assurance testing met standards.
Education
High School Diploma -
North Tahoe High School
Tahoe City, CA06-1992
Computer Networking Certificate - Computers
National Career Education Center
Citrus Heights, CA10-1999
Skills
- Microsoft Office Suite: Excel, Word, PowerPoint, Access, Outlook, OneNote
- Customer service excellence
- Employee engagement strategies
- Team leadership skills
- Time management techniques
- Decision-making abilities
- Staff training and development
- Strategic thinking
- Performance analysis
- Stakeholder management
- Employee engagement
- Resolving issues
- Microsoft Excel
- Managing schedules
- KPI monitoring
- Teamwork
- Teamwork and collaboration
- Onboarding, training, and development
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
Accomplishments
- Supervised team of 28 staff members.
Certification
- Introduction to Insurance Certification, Berkshire Hathaway, 2019
Languages
English
Native or Bilingual
Timeline
Customer Service Workforce Management Coordinator
Berkshire Hathaway Guard Insurance
01.2021 - 01.2025
Customer Service Supervisor
Berkshire Hathaway Guard Insurance
01.2018 - 01.2021
Customer Service Supervisor
Schnitzer Steel | Pick N Pull
01.2017 - 01.2018
Customer Care Team Manager | Google Nest Support
Voxpro
01.2015 - 01.2017
Customer Care Manager | IT Client Technical Support Manager
American Driving Records
01.1999 - 01.2015
High School Diploma -
North Tahoe High School
Computer Networking Certificate - Computers
National Career Education Center