Justin Hordish
Orlando
Summary
Senior Customer Service Specialist with a strong background in cross-functional collaboration and operational streamlining. Proven ability to manage complex client interactions and enhance service efficiency through process improvements. Dedicated to fostering client relationships and driving initiatives that elevate customer satisfaction and retention across various industries.
Overview
14
14
years of professional experience
Work History
SENIOR CUSTOMER SERVICE SPECIALIST
CVS Healthcare
02.2022 - 02.2026
- Collaborated with cross-functional teams to resolve complex issues, improving overall customer experience.
- Streamlined support processes, enhancing efficiency and contributing to higher customer satisfaction.
- Managed customer inquiries across various communication channels, ensuring timely responses and resolution of issues.
- Trained new staff on best practices and customer service systems to optimize performance.
Legal Intake Specialist
NYC Department of Environmental Protection
New York
01.2018 - 02.2022
- Scheduled court dates and client meetings, ensuring timely notifications and adherence to deadlines.
- Managed client accounts and records with strict confidentiality to protect sensitive information.
- Coordinated external communications with courts and vendors to expedite case approvals and maintain momentum.
- Maintained office scheduling while tracking motions, deadlines, and key dates to prevent missed filings.
- Implemented organized filing systems that improved document retrieval and ensured compliance standards.
- Trained junior staff on legal administrative procedures to improve team efficiency.
- Drafted legal correspondence and prepared case reports to enhance hearing readiness and ensure record accuracy.
CALL CENTER REPRESENTATIVE
Spectrum
12.2016 - 04.2018
- Managed over 150 outbound calls daily to drive outreach and enhance account management.
- Facilitated daily and weekly client calls to align expectations and resolve ongoing issues, enhancing client relationships.
- Evaluated customer concerns, implemented resolutions, and conducted follow-ups to ensure sustained satisfaction and loyalty.
- Documented customer interactions in the CRM system for accurate record-keeping.
- Tailored client relationships by identifying needs and proposing effective solutions to boost retention.
- Proactively contacted accounts to assess needs and recommend tailored services that supported client business operations.
- Assisted clients with strategic processes, delivering tools to support success and adoption.
- Reviewed product and user documentation to confirm compliance with client success procedures.
- Developed targeted marketing campaigns that enhanced client return on investment and engagement.
ASSISTANT CUSTOMER SERVICE MANAGER
Aarons Grocery Store
New York
11.2013 - 11.2016
- Conducted training on customer service best practices and conflict resolution, enhancing agent performance and customer satisfaction.
- Coordinated shift schedules and task assignments to maximize coverage during peak call periods and reduce wait times.
- Implemented process changes that reduced average response times and improved handling efficiency with measurable results.
- Collaborated with management to align team goals with company objectives and drive measurable performance improvements.
- Generated reports on call duration and satisfaction metrics to guide operational decisions and identify trends.
RETAIL SALES ASSOCIATE
Aarons Grocery Store
New York
11.2011 - 11.2013
- Delivered exceptional customer service, enhancing overall shopping experience and fostering loyalty.
- Implemented checkout processes that reduced wait times and enhanced customer satisfaction.
- Managed inventory levels to maintain accurate stock availability and timely replenishment.
- Collaborated with team to create promotional displays that increased foot traffic and sales.
- Trained new sales associates on product knowledge, sales techniques, and store policies.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION AND MANAGEMENT
University of Maryland At College Park
College Park, MD07-2027
Skills
- Client management
- Customer management
- Complaint resolution
- Issue resolution
- Conflict resolution
- De-escalation techniques
- Ticketing systems
- Project management
- Process improvement
- Schedule optimization
- Time management
- Customer feedback analysis
Timeline
SENIOR CUSTOMER SERVICE SPECIALIST
CVS Healthcare
02.2022 - 02.2026
Legal Intake Specialist
NYC Department of Environmental Protection
01.2018 - 02.2022
CALL CENTER REPRESENTATIVE
Spectrum
12.2016 - 04.2018
ASSISTANT CUSTOMER SERVICE MANAGER
Aarons Grocery Store
11.2013 - 11.2016
RETAIL SALES ASSOCIATE
Aarons Grocery Store
11.2011 - 11.2013
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION AND MANAGEMENT
University of Maryland At College Park