Joshua Sugg
TOPEKA,KS
Summary
Dynamic ECM Customer Service Representative with Veterans Affairs, recognized for exceptional conflict resolution and active listening skills. Consistently exceeded performance metrics, enhancing customer loyalty through empathetic complaint handling. Proficient in CRM and Microsoft Office Suite, I effectively managed escalated calls, ensuring satisfactory outcomes for both clients and the Agency.
Overview
16
16
years of professional experience
Work History
ECM Customer Service Representative
Veterans Affairs
04.2009 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed approximately 60 incoming/outgoing calls per day including emails and Microsoft Teams messages and meetings
Education
Technical School - Computer Networking
Topeka Technical College
Topeka, KS01.2002
Skills
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Professional telephone demeanor
- Call management
- Documentation
- Administrative support
- Microsoft Office Suite
- Customer relationship management (CRM)
- Dispute resolution
Timeline
ECM Customer Service Representative
Veterans Affairs
04.2009 - Current
Technical School - Computer Networking
Topeka Technical College
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