Julian Mosby
Pompano Beach,FL
Summary
Amiable Customer Experience Agent with several years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.
Overview
8
8
years of professional experience
Work History
Customer Experience Agent
The Farmer's Dog
, NY
10.2022 - Current
- Maintained accurate records of customer interactions utilizing CRM software.
- Received incoming calls from customers seeking assistance or advice regarding products or services offered.
- Guided customers through troubleshooting, navigating company site and using services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Participated in team meetings and brainstorming sessions to discuss possible improvements in the CX process.
Technical Customer Support
SAGE OUTSOURCE SOLUTIONS
Pompano Beach, FL
04.2018 - 12.2020
- Outsourced support partner for the Log-Me-In system to facilitate software service program
- Received 100+ customer calls regularly and offered timely assistance to address product concerns
- Analyzed and troubleshot network errors, remotely
- Assisted customers by analyzing and addressing network issues
- Referred complex network issues outside of scope directly to Log-Me-In support team
- Oversaw a catalog of 12-15 products, administered billing, and practiced customer retention
- Successfully met the TMPS consistently by attaining 95% positive ratings and customer feedback
- Assisted customers with technical support issues for SaaS Software and resolved customer inquiries into account/billing status
- Mentored new staff on product servicing and ensured ongoing increase in performance excellence
Sales Associate
NEW BALANCE - SAWGRASS
Sunrise, FL
01.2017 - 01.2018
- Managed and refreshed stock to ensure maximum availability of store products and to maintain store aesthetics
- Upsold products by recommending selecting products to customers
- Consulted with stock team to replenish the stock most sought after by customers
- Met sales quota for different promotions
- Participated in friendly competitions amongst the peers to upsell accessories or apparel to increase store revenue
- Improved functional efficiency of new staff by providing effective training in sales and customer service delivery
- Mentored new staff on product servicing and ensured ongoing increase in performance excellence
Education
Certificate of Mastery - Tech studies consisting of designing and applying Technology to real-life scenarios
Atlantic Technical College
Coconut Creek, Florida, US01.2015
Bachelor of Science - Economics
Morehouse College
Atlanta, USA01.2013
Skills
- Microsoft Word
- PowerPoint
- Excel
- Microsoft Windows
- Mac OS X Operating Systems
- Salesforce CRM Software
- Zendesk CRM Software
- Gladly CRM Software
- Call center experience
- Problem-solving aptitude
- Basic PC Hardware Assembly
Volunteer Experience
AT&T Telecom Pioneers, 01/01/07, 12/31/08, Collaborated with AT&T and Senior Volunteer Services to teach Senior Citizens how to use a PC and its applications. Taught them how to compose an email, use the internet, and make purchases on the internet. Assisted in installing and troubleshooting Operating Systems of PCs used by Senior Citizens.
Timeline
Customer Experience Agent
The Farmer's Dog
10.2022 - Current
Technical Customer Support
SAGE OUTSOURCE SOLUTIONS
04.2018 - 12.2020
Sales Associate
NEW BALANCE - SAWGRASS
01.2017 - 01.2018
Certificate of Mastery - Tech studies consisting of designing and applying Technology to real-life scenarios
Atlantic Technical College
Bachelor of Science - Economics
Morehouse College
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