Joshua Edwards
Office Manager
Addison,TX
Summary
Thorough Customer Retention Specialist with 9 years of experience working in the Customer service industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers. Also experienced in Data analytics, Office management, and Client services.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Retention Specialist
Brinks Home
Dallas, TX
09.2022 - 05.2023
- Handled inbound calls from subscribers
- Resolve customer problems first call
- Negotiate pricing for customer add-on equipment
- Provide recommendations on upgrades for customer's current home security alarm or highlight advances in home automation
- Dispatched technicians to customer’s home if their issue cannot be resolved effectively over phone
- Within six months, Generated over 60k in Commission/Revenue
Contact Center Representative
Caliber Holdings
Lewisville, TX
08.2021 - 09.2022
- As part of Nation's leading collision repair provider, ensured that all shops operated to their fullest potential
- Focused on efficient solutions, while being courteous and caring
- Maintained and ensured customer satisfaction and comfort on every call
- Assisted customers with scheduling estimate and drop off appointments
- Provided real-time view of availability (Dates, Times, Location)
- Collaborated with shops across nation to service vehicles
- Ensured customer has proper documentation for visit to centers
- Relayed protocol measures to keep patrons safe and healthy
- Managed over 100 inbound calls per day
Member Support Specialist
Peloton Interactive Inc
Plano, TX
09.2019 - 08.2021
- Assisted members with expert troubleshooting solutions with their workout Bike and Treadmill
- Assisted with transactions for new parts or repairs/maintenance
- Handled escalations and complaints regarding service, dissatisfaction
- Scheduled/Rescheduled service appointments
- Handled Logistics of company owned and 3rd party delivery partners
- Managed over 150 tickets per day
- Increased customer satisfaction by 12%
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands
Customer Service Team Lead
CMI GROUP
Lewisville, TX
10.2017 - 08.2019
- Third party collections
- Handled multiple residential/business accounts
- Restored Internet, cable and satellite services
- Provided supervision of other agents
- Handled disputes regarding collections matters
- Managed over 120 calls per day
- Handled over 20 emails per day
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Tracked customer service cases and updated service software with customer information
- Met customer call guidelines for service levels, handle time and productivity
Customer Service Representative/Coach
Terminix
Lewisville, TX
06.2016 - 08.2017
- Provided excellent customer service
- Assisted customers with billing and service issues
- Completed service complaints and Escalations
- Provided assistance to fellow employees
- Handled Residential/Business accounts
- Initiated sales agreements for pest issues
- Microsoft excel and Networking training
- Managed over 80 calls per day
- Increased agent utilization by 12% in first 3 months
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Team Sports Associate
Academy Sports and Outdoors
Plano, TX
12.2015 - 03.2016
- Greeted Customers
- Assisted in Customer Carry outs and Deliveries
- Handled Fragile merchandise and Freight
- Stocked merchandise/ followed planograms Daily
- Received employee of the month (December 2016)
- Established strong foundation with returning customers
Education
Associate of Applied Science degree - Information Technology Associate, Science, Information
Northlake College
01.2014 - 05.2015
Associate of Applied Science - Information Technology
Langston University
Langston, OK 08.2013 - 05.2014
High School Diploma -
Creekview High School
Carrollton, TX 08.2009 - 06.2013
Skills
Desktop SupportTechnical SupportCustomer ServiceComputer LiteracyHelp DeskOperating SystemsCommunication skillsSQL (2 years)Python (3 years)Google Analytics
Customer service
Data entry
Customer focus & orientation
Persuasion techniques
Documentation skills
Offer development
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Certification
Data analytics, Google Careers (Coursea) -August 2022- Jan. 2023
Timeline
Data analytics, Google Careers (Coursea) -August 2022- Jan. 2023
01-2023
Retention Specialist
Brinks Home
09.2022 - 05.2023
Contact Center Representative
Caliber Holdings
08.2021 - 09.2022
Member Support Specialist
Peloton Interactive Inc
09.2019 - 08.2021
Customer Service Team Lead
CMI GROUP
10.2017 - 08.2019
Customer Service Representative/Coach
Terminix
06.2016 - 08.2017
Team Sports Associate
Academy Sports and Outdoors
12.2015 - 03.2016
Associate of Applied Science degree - Information Technology Associate, Science, Information
Northlake College
01.2014 - 05.2015
Associate of Applied Science - Information Technology
Langston University
08.2013 - 05.2014
High School Diploma -
Creekview High School
08.2009 - 06.2013