Joshua Stokes
Weldon
Summary
Senior Customer Service Representative Lead with extensive experience in managing and training customer service teams. Demonstrated ability to enhance customer satisfaction rates through effective conflict resolution and relationship-building. Proven success in implementing innovative procedures that improve overall service efficiency. Strong multitasking skills contribute to maintaining high service standards in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Assistant
Stefano Ugarte
CA
10.2021 - 12.2025
- Managed incoming phone calls, processing requests, transferring calls, and relaying messages to appropriate personnel, ensuring efficient communication.
- Monitored inventory levels and ordered office supplies and materials to maintain a well-stocked environment.
- Maintained and updated company-wide database of contacts and resources, improving accessibility and distribution.
- Edited videos for the brand on an as-needed basis, contributing to content production efforts.
- Transcribed audio recordings to support documentation and media projects.
Server
Applebee's Grill + Bar
Murrieta
08.2021 - 03.2022
- Bussed and reset tables to keep dining room and work areas clean.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
Head of Security and Host
Tokyo Delves
North Hollywood
12.2013 - 12.2015
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Conducted regular patrols of key areas to spot and control security concerns.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Assisted managers with quickly resolving service- and food-related issues.
- Answered customer questions about hours, seating, and menu information.
- Accommodated special seating requests for guests to enhance satisfaction.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Relayed guest comments or suggestions to manager on duty for further action.
Education
High School Diploma -
San Jaquin Phone School
Reseda, CA07.2011
Some College (No Degree) - Computer Science
Mount San Jacinto College
San Jacinto, CASkills
- Document control and records management
- Schedule coordination
- Verbal and written communication
- Relationship management
- Product knowledge and service expertise
- Mail handling and dispatch
- Spreadsheet management
- Python programming
- SQL analytics and reporting
- Inventory control
- Creative problem solving
- Video editing
- Task prioritization
- Technical support
- Crisis intervention strategies
- Safety protocols
- File management systems
- Risk analysis methodologies
- Guest seating planning
- Front-of-house design
- Table setting expertise
- Complaint resolution strategies
- Report preparation skills
- Recordkeeping proficiency
- Multi-line phone operation
- Transcription services
- Typing speed: 90 WPM
Timeline
Assistant
Stefano Ugarte
10.2021 - 12.2025
Server
Applebee's Grill + Bar
08.2021 - 03.2022
Head of Security and Host
Tokyo Delves
12.2013 - 12.2015
High School Diploma -
San Jaquin Phone School
Some College (No Degree) - Computer Science
Mount San Jacinto College