Joshua Villanueva
Las Cruces,New Mexico
Summary
Highly motivated professional with a strong work ethic and a passion for achieving excellence in all endeavors. Possessing exceptional drive and determination, I thrive in fast-paced environments and excel at overcoming challenges. With a track record of exceeding goals and delivering exceptional results, I am seeking opportunities to further utilize my skills and contribute to the success of a dynamic organization.
Overview
6
6
years of professional experience
Work History
Customer Experience
Verizon Wireless
03.2022 - Current
- Analyzed, developed, and implemented customer service strategies to improve overall satisfaction and retention rates
- Conducted regular training sessions for customer service representatives to enhance their communication and problem-solving skills
- Analyzed customer feedback and data to identify trends and recommend process improvements
- Collaborated with cross-functional teams to ensure a seamless and positive customer journey
- Case management for customer inquiries and escalations, processing efficiently to achieve quick resolutions and maintain high levels of customer satisfaction
- Handling credit applications and sensitive information for customers and company security
- Proven ability to remain calm and composed under pressure, successfully de-escalating intense situations in fast-paced environments
- Analyzing customer accounts to ensure most value, best customer experience, and positive company branding
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
Solar Technician
Erus Energy
01.2021 - 11.2021
- Conducted in-depth consultations with residential and commercial clients to assess energy needs and recommend tailored solar solutions
- Provided detailed cost-benefit analysis and ROI projections to help clients make informed decisions on solar panel installations
- Collaborated with engineering and installation teams to ensure seamless implementation of solar projects and case management
- Stayed up-to-date on industry trends, regulations, and incentives to better advise clients on maximizing their solar energy investment
- Cultivated strong relationships with vendors and maintained a network of industry contacts to stay competitive in the solar market
- Maintained a social media presence to create leads as well as case management for any unsatisfied clients or feedback
Shift Supervisor
Starbucks
11.2018 - 01.2020
- Supervised a team of 15 employees to ensure smooth operations and timely completion of tasks
- Analyzed and Implemented new strategies to increase efficiency and decrease waste, resulting in a 10% improvement in productivity
- Oversaw inventory management and ordering processes to maintain adequate stock levels
- Resolved customer complaint cases, employee regulation cases and upheld performance standards
- Key holder in charge of handling cash deposits as well as keeping store secure during open and closed hours
- Analyzing video and audio surveillance of designated areas through monitoring multiple cameras simultaneously
- Implemented and enforced security measures to prevent theft and following necessary actions when situations arise
Education
Bachelors - Kinesiology
New Mexico State University
Las Cruces NMNo Degree - Cyber Operations And Warfare
Udemy Acedmy
VirtualSkills
- Customer experience analysis
- Enhancing Customer Experience
- Verbal and written communication
- Time Management
- Problem solving
- Leadership and ownership
- Computer literate
- Case Management
- Key holder experience
- Exceeding Customer Expectations
Accomplishments
- Top Performing in Customer Experience Champion 2 September 2024
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Customer Experience
Verizon Wireless
03.2022 - Current
Solar Technician
Erus Energy
01.2021 - 11.2021
Shift Supervisor
Starbucks
11.2018 - 01.2020
Bachelors - Kinesiology
New Mexico State University
No Degree - Cyber Operations And Warfare
Udemy Acedmy