Shawn Joseph
Miami,FL
Summary
Qualified Agent with documented history of meeting and exceeding sales goals. Known for strong relationship-building skills and commitment to maintaining loyal customers. Excellent record of expanding market share, retaining customers and promoting new initiatives. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative (agent)
Platinum Health Center
02.2021 - 04.2024
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
Agent Team Member
Marion All Star
07.2022 - 02.2023
- Determined client needs by checking their benefits
- help clients understand how to use their benefits
- Maintained high level of communications and marketing skills by participating in professional activities.
Supervisor
Hotel One
02.2019 - 06.2022
- Reviewed completed work to verify consistency, quality and conformance.
- Monitored employee productivity to provide constructive feedback and coaching.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Maintained positive working relationship with fellow staff and management.
- Assessed company operations for compliance with safety standards.
Machine Operator
Berry Global
02.2020 - 05.2021
- Updated daily production logs and informed management of production incidents or non-conformance issues.
- Trained new production staff members on safe and efficient production procedures and proper machine operations.
- Operated machining equipment safely with team of operators.
- Made sure that products were produced on time and are of good quality.
Education
Associate of Science - Communications
Vinceness University
Indianapolis 01.2022
Skills
- Problem-Solving
- Relationship Building
- Professional Networking
- Clear Communication
- Building rapport
- Call center experience
- Customer Focus
- Live chat support
- Payment Processing
Certification
- Licensed health insurance
- MCAS - Microsoft Certified Application Specialist
Languages
English
Native or Bilingual
French
Professional Working
creole
Full Professional
Timeline
Agent Team Member
Marion All Star
07.2022 - 02.2023
Customer Service Representative (agent)
Platinum Health Center
02.2021 - 04.2024
Machine Operator
Berry Global
02.2020 - 05.2021
Supervisor
Hotel One
02.2019 - 06.2022
Associate of Science - Communications
Vinceness University
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