Joshue Gedeon
Delray Beach
Summary
Dynamic Customer Service Specialist with over 8 years of hands-on experience guiding customers through purchasing processes, making tailored product and service recommendations, and effectively resolving complaints. Expertise in managing client and vendor interactions across various communication channels, including in-person, phone, fax, and email. Recognized for a tactful and respectful approach, consistently delivering exceptional customer service while maintaining a strong reputation for product prestige. Proven Help Desk professional with a solid track record of efficiently troubleshooting technical issues and fostering team collaboration to achieve outstanding results.
Overview
12
12
years of professional experience
Work History
Help Desk Support Specialist
Titan Technologies
Orlando, FL
12.2025 - Current
- Implemented knowledge base enhancements, improving accessibility of troubleshooting resources for team members.
- Trained new staff on help desk protocols and tools, fostering a collaborative and efficient work environment..
- Provided technical support to students and parents through email, live chat, phone, and remote assistance.
- Handled high volumes of incoming requests while maintaining professionalism, accuracy, and fast response times.
- Resolved password resets, account access issues, and basic hardware, software, and connectivity problems.
- Created, tracked, and updated service tickets in ServiceNow, ensuring proper documentation and follow-through.
Customer Service Specialist
GardaWorld Cash Services
Boca Raton, FL
10.2017 - 11.2025
- Facilitated regular review meetings with clients to assess progress and adjust strategies.
- Engaged in continuous learning to stay updated on industry trends and best practices.
- Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers.
- Fostered positive customer relationships through proactive communication.
- Maintained high levels of customer confidentiality and data protection.
- Trained new customer support staff on company policies and service protocols.
- Maintained positive customer relations with speedy, expert service for all needs.
Email Support Representative
Advanced Communications Group
Boynton Beach, FL
04.2015 - 02.2017
- Conducted research on specific customer issues to provide accurate solutions.
- Managed high volume of daily interactions with great prioritization and communication skills.
- Escalated complex issues to appropriate departments for further investigation.
- Collaborated with team members to address common customer concerns and improve overall service levels.
- Responded to customer inquiries via email in timely and professional manner.
- Monitored satisfaction levels among existing customers by sending follow-up emails after issue resolution.
- Actively contributed ideas during team meetings aimed at enhancing overall customer experience via email support.
Customer Chat Representative
Teleperformance USA
Boca Raton, FL
01.2014 - 04.2015
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems.
- Navigated multiple computer systems and utilized search tools to find information.
- Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives.
- Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software.
- Set up customer accounts in system and updated details to reflect current information.
Education
Bachelor - Information Management
Palm Beach State College
Lake Worth, FL12-2020
Skills
- Complaint resolution
- Call center operations
- Customer service
- Excellent written and oral communication
- Account management
- Quick typing
- Performance tracking
- Attention to detail
- Verbal and written communication
- Language fluency
- Understanding customer needs
- Quality assurance
- Remote support
- Incident management
- Customer education
- Technical support
Languages
English
Native or Bilingual
Timeline
Help Desk Support Specialist
Titan Technologies
12.2025 - Current
Customer Service Specialist
GardaWorld Cash Services
10.2017 - 11.2025
Email Support Representative
Advanced Communications Group
04.2015 - 02.2017
Customer Chat Representative
Teleperformance USA
01.2014 - 04.2015
Bachelor - Information Management
Palm Beach State College