Josias Maduro
Jamaica,New York
Summary
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Overview
19
19
years of professional experience
Work History
Call Center Representative
Anthem BCBS Healthplus
03.2023 - Current
- Manage over 40+ calls a day while providing exceptional customer support and maintaining professional composure.
- Resolve customer inquiries efficiently, ensuring high satisfaction levels and retention.
- Utilize Care Compass and Talk Desk CRM software to document over 1000 interactions monthly and streamline communication efforts between various departments.
- Trained and mentored 4 new hires as they navigated our systems and protocols, within the call center.
- Developed training materials that improved onboarding effectiveness for new representatives.
- Resolved complex customer escalations, ensuring timely and satisfactory outcomes.
- Mentor junior team members on conflict resolution and customer communication strategies.
Sales Consultant
Infiniti Of Manhasset
08.2017 - 02.2023
- Follows Infiniti's road to sales process and complies with all ethical standards.
- Greets and assists clients to identify which type of vehicle will meet their needs.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Explains features and demonstrates operation of vehicle in showroom and/or on road.
- Researches availability of models and optional equipment
- Communicates sales price, including tax, trade-in allowance, and discount.
- Collaborated with finance team to streamline financing options for prospective buyers.
- Provides complete review of vehicle features and benefits after sale.
- Engages customers after sale for follow-up to ensure customer satisfaction.
Foreman/Driver Supervisor
YouMoveMe
05.2016 - 07.2017
- Drive a 20ft to 26ft Mover's Box Truck.
- Coordinated with drivers to organize timely pickup and delivery.
- Coordinated daily work strategies, following oral and written instructions to properly move and ship products.
- Surrounded items in cling film, padded blankets and tape to protect from damage.
- Operated moving truck safely to deliver items to destination without nicks or scratches.
- Navigated straightest route to reduce mileage on company trucks and speed up delivery.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Driver Supervisor
1-800-GOT-JUNK
05.2016 - 07.2017
- Drive 5x10x8 Dump truck.
- Daily maintenance of assigned truck.
- On site estimates.
- Loaded, unloaded and moved material to and from storage and production areas.
- Removal of all items from customer in timely manner.
- Heavy lifting 50lbs +.
- Deliver junk to assigned waste management facilities.
- Collect payments in form of cash,check or credit card.
Stock Supervisor
All Saints
08.2015 - 01.2016
- Scanned and entered new inventory, updated numbers and investigated variances.
- Inventoried warehouse stock on monthly, quarterly and annual basis.
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Studied records and recommended remedial actions for reported non-sellers, slow-moving, and excess stock.
- Strengthened inventory processes to balance supply needs with budget and space limitations.
- Advised employees on care and preservation of items received, stored, and shipped, methods and use of equipment in handling, storing, maintaining, and shipping stock, and related problems.
- Supervised 4 employees and coordinated worker handling of merchandise in stockroom of store.
Stock Supervisor
Comptoir Des Cottoniers
11.2013 - 08.2015
- Managed & trained 8 employees on proper safekeeping of products.
- Supervised and participated in the performance of manual and clerical store keeping duties.
- Scanned and entered new inventory, updated numbers and investigated variances.
- Recorded information, shortages and discrepancies to keep records current and accurate.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds.
- Assistant store manager while store manager was on paternity leave.
- Assisted closing of Bloomingdale's location while maintaining the companies G-9 Standards.
Stock/Maintenance
Gracious Home
11.2011 - 11.2013
- Inventoried warehouse stock on monthly, quarterly and annual basis.
- Strengthened inventory processes to balance supply needs with budget and space limitations.
- Scanned and entered new inventory, updated numbers and investigated variances.
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
Services Apprentice
United States Air Force
05.2007 - 04.2009
- Managed, supervised, administered or operated appropriated and non-appropriated fund food facilities.
- Managed permanent and temporary lodging facilities; providing lodging, feeding, and recreation services in fixed and bare base facilities.
- Overseer of the fitness/recreation programs and facilities.
- Trained and supervised search and recovery teams.
- Trained, scheduled, and oversaw installation honor guard team; trained and advised unit fitness managers in fitness evaluation procedures and conducted fitness improvement training programs;.
- Selected, procured, and controlled equipment and supplies.
- Provided liaison support to the Defense Commissary Agency and the Army and Air Force Exchange Service.
Education
Some College (No Degree) -
York College Of The City University Of New York
Jamaica, NYSome College (No Degree) - Business Management
Medgar Evers College Of The City University Of New York
Brooklyn, NYSkills
- Sales proficiency
- Customer Relations
- Effective problem solver
- Adherence to high customer service standards
Timeline
Call Center Representative
Anthem BCBS Healthplus
03.2023 - Current
Sales Consultant
Infiniti Of Manhasset
08.2017 - 02.2023
Foreman/Driver Supervisor
YouMoveMe
05.2016 - 07.2017
Driver Supervisor
1-800-GOT-JUNK
05.2016 - 07.2017
Stock Supervisor
All Saints
08.2015 - 01.2016
Stock Supervisor
Comptoir Des Cottoniers
11.2013 - 08.2015
Stock/Maintenance
Gracious Home
11.2011 - 11.2013
Services Apprentice
United States Air Force
05.2007 - 04.2009
Some College (No Degree) -
York College Of The City University Of New York
Some College (No Degree) - Business Management
Medgar Evers College Of The City University Of New York