Joshua D.C. Underwood

Seeking a management position that will utilize my strong customer service, financial management, and communication skills to exceed both client and company expectations.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

• Supervised and motivated a 34-member customer service team, ensuring adherence to quality standards, service level agreements, and continuous professional development.
• Decreased inbound call volume by initiating and managing process improvement projects that addressed and removed end-user friction points, resulting in higher customer satisfaction and operational efficiency.
• Reduced average handle time by implementing comprehensive call scripts and communication guides, enabling representatives to deliver accurate, consistent, and empathetic support on every interaction.
• Increased first call resolution by coaching staff to utilize diagnostic questioning techniques and escalation best practices, improving customer trust and loyalty.
• Enhanced employee engagement through regular performance feedback sessions, recognition programs, and targeted skill development workshops, resulting in lower turnover and higher morale and 16 internal promotions.

• Certified Customer Service Manager

Issued by: Service Quality Institute

• Project Management Professional

Issued by: Project Management Institute

• HubSpot Service Software Certification

Issued by: HubSpot Academy

• BSA/AML Professional Certification