Joshua Williams
Fenton,MI
Summary
Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
Work History
Manager of Technical Support
50tel A UT&T Company
06.2022 - 11.2023
- Developed and implemented training initiatives for new hires.
- Analyzed and developed service goals for in-bound call center.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Oversaw development and implementation of improvements to support and network operations.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Representative
VG's Grocery
06.2021 - 06.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Employee Service Representative
Hungry Howies Pizza & Subs
06.2020 - 06.2021
- Conducted employee follow-up calls and performed additional research to develop in-depth understanding of employee needs.
- Delivered accurate, consistent and timely responses to HR process, system and policy requests and maintained contact until request was resolved.
- Processed employee job and personal data into HR system and audited data entry and transactions for accuracy.
- Performed basic administration processing and approval of transactions, data input and verification of documentation.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Associate of Arts - General Studies
Charles Stewart Mott Community College
Flint, MI05.2022
High School Diploma -
Lake Fenton High School
Linden04.2022
Skills
- Escalation Management
- Technical Troubleshooting
- Customer De-Escalation
- Policy Development
- Managing Service Level Agreements
- Scheduling
- Customer Support
- Customer Communications
- Training and Mentoring
- Project Coordination
Additional Information
- Tutored students all throughout High School
- Frequently volunteering at Soup Kitchens
- Dedicated to getting results and helping out the next generation
Timeline
Manager of Technical Support
50tel A UT&T Company
06.2022 - 11.2023
Customer Service Representative
VG's Grocery
06.2021 - 06.2022
Employee Service Representative
Hungry Howies Pizza & Subs
06.2020 - 06.2021
Associate of Arts - General Studies
Charles Stewart Mott Community College
High School Diploma -
Lake Fenton High School