Joshua Shaw
East Bridgewater,MA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Viking Cruises
07.2021 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled about 60 calls a day
Call Center Representative
Gragil/Audit Billing Center
12.2019 - 07.2021
- Answer phone calls about patients billing questions, concerns and any issues patients may have maybe having with their bills
- As well as putting data into system, whether it be to bill insurance, send accounts for review, and or take payments
- Set reminders to call patients back with more info, status of reviews, to go over accounts and or set up accounts on payment plans
- On a daily basis take anywhere from 30 to 60 calls, with about 80 to 140 call outs per day
- Have hit goals in June of 2020 for monthly amount of $8500 to company in cash collections
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Customer Service Representative
Lowes Home Improvement
02.2018 - 12.2019
- Operate cash register with proficiency while providing top level customer service
- Promoted to full time customer service position within first three months
- Enforced return policies when processing customer returns while monitoring exchange for fraud
- Utilized attention to detail skills when processing truck rental returns
- Recommended and processed Lowes credit card applications.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Restaurant Crew
McDonald's
06.2016 - 08.2017
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Kept food preparation area, equipment, and utensils clean and sanitary.
Resident Assistant
Landmark College
07.2015 - 08.2015
- Assisted residents in preparing for activity and social programs.
- Monitored and inspected residence hall rooms to determine safety and manage maintenance issues.
- Mediated conflict resolution with roommates and other residence hall members to promote peace, order and positive relationships.
- Established and enforced residence hall policies and quiet hours to establish safe and respectful living environment.
- Supervised daily activities and provided assistance to staff.
- Promoted culture of respect and understanding among students.
- Monitored student behavior and responded to disciplinary issues in accordance with established policies.
Education
Bachelor of Science - Criminal Justice
Salem State University
2017
Associate - Liberal Arts
Landmark College
2015
Skills
- CRM Software
- Credit Card Payment Processing
- Computer Proficiency
- Managing Multiple Tasks
- Active Listening
- Money Handling Abilities
- Customer Service
- Order Fulfillment
Timeline
Customer Service Representative
Viking Cruises
07.2021 - 04.2023
Call Center Representative
Gragil/Audit Billing Center
12.2019 - 07.2021
Customer Service Representative
Lowes Home Improvement
02.2018 - 12.2019
Restaurant Crew
McDonald's
06.2016 - 08.2017
Resident Assistant
Landmark College
07.2015 - 08.2015
Bachelor of Science - Criminal Justice
Salem State University
Associate - Liberal Arts
Landmark College
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