Joshua West
Stephens City,VA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
26
26
years of professional experience
Work History
Landlord/Property Manager
Self-employed
Stephens City, VA
06.2018 - Current
- Manage and rent an additional property I own.
- Negotiate leases, collect rent, and work with realtors to acquire new tenants as needed.
- Conducted routine inspections of rental properties to ensure compliance with safety standards.
- Performed regular maintenance tasks such as painting, plumbing repairs, general upkeep, and contract major work when needed.
Quality Assurance Specialist
Navy Federal Credit Union
03.2013 - 03.2023
- Monitored, evaluated and analyzed recorded call interactions (including audio and video) between member service representatives (MSRs) and members/customers for Quality Assurance protocols, processes and procedures.
- Ensured training procedural adherence, company policy, regulatory compliance, and overall customer experience to successfully coach employees to improve their performance.
- Worked with little supervision, where my strengths of attention to detail and time management were key.
- Served as a Trainer for the Quality Service branch to help onboard new employees.
- Successfully worked on special duties and high-priority projects as they arose, often with little notice or short deadlines.
- Worked as a sales coach for their elite Member Relations branch.
- Worked with Operational Risk to observe, track and report Consumer Financial Protection Bureau (CFPB) regulatory compliance issues.
- Consistently rated at 'Exceeds Expectations' the last 10 consecutive years of performance reviews.
- Awards received: Sustained Superior Performance award received January 2019, January 2020, and January 2023; received Employee of the month out of 3,000 people on my work campus in April of 2022.
Member Service Representative I-IV
Navy Federal Credit Union
09.2008 - 03.2013
- Delivered exceptional customer service in a fast-paced call center environment.
- Awarded Top Performer for Winchester Credit Lending in June 2012.
Mortgage Loan Officer
Preferred Choice Mortgage
01.2004 - 01.2008
- Successfully originated, sold and closed real estate mortgage loans.
- Independently maintained a lead database.
- Handled sensitive, confidential and personal financial information of clients.
- Oversaw the completion of loans in process and overcame obstacles quickly.
Consultative Sales Associate
Sears Roebuck & Co.
01.1998 - 01.2005
- Created effective sales strategies with no formal sales training or guidance.
- Obtained extensive product knowledge through self-study.
- Served as Sales and Product Trainer/Coach for new associates in multiple departments.
- Awarded top salesperson in 2004 due to totaling over $960,000 in sales.
Education
Class A CDL Training
CDS Tractor Trailer Training
Woodford01-2024
High School Diploma -
Sherando High School
Stephens City06-2000
Some College (No Degree) - General Studies
Laurel Ridge Community College
MiddletownSkills
- Customer Service-Focused
- Attention to Detail
- Skilled Multi-tasker
- Time Management
- Team-oriented and Dependable
- Sales Experience
- Coaching and Mentoring
- Property Management
- Skilled Handyman
- Valid CDL Class A Virginia Driver's Llicense
Timeline
Landlord/Property Manager
Self-employed
06.2018 - Current
Quality Assurance Specialist
Navy Federal Credit Union
03.2013 - 03.2023
Member Service Representative I-IV
Navy Federal Credit Union
09.2008 - 03.2013
Mortgage Loan Officer
Preferred Choice Mortgage
01.2004 - 01.2008
Consultative Sales Associate
Sears Roebuck & Co.
01.1998 - 01.2005
Class A CDL Training
CDS Tractor Trailer Training
High School Diploma -
Sherando High School
Some College (No Degree) - General Studies
Laurel Ridge Community College