Joshua Brothers
Fuquay-Varina
Summary
Detail-oriented professional with a decade of experience in operations and customer support, specializing in workflow management and schedule coordination. Proven track record of improving efficiency and maintaining effective communication across teams and clients. Expertise includes dispatch coordination, administrative tasks, scheduling, SAP, Excel, and leading teams.
Overview
14
14
years of professional experience
Work History
Customer Care Coordinator
Siemens Healthineers
Cary
2017.02 - 2026.05
- Acted as the primary point of contact between the technical support team and customers, addressing inquiries, resolving complaints, processing transactions, and ensuring a satisfactory customer experience
- Coordinated customer inquiries and resolved issues to enhance satisfaction levels.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Collaborated with the Technical Support team to manage an influx of customer service calls.
- Consistently exceeded departmental performance metrics while maintaining high-quality customer service standards
- Managed high call volume with excellent multitasking skills, ensuring timely assistance to customers.
- Coordinated scheduling and dispatching for field engineers, enhancing service delivery timeliness and customer satisfaction
- Developed strong relationships with our field service engineers by consistently providing exceptional service and support.
- Trained new staff on customer care protocols and best practices for effective support delivery.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Managed daily workflow, prioritization, and assignment coordination in a fast-paced operational environment
- Maintained accurate records of service requests, dispatch activity, overtime, and scheduling within SAP and Excel
- Processed PTO requests, training schedules, out-of-territory requests, and on-call safety compliance tracking
- Facilitated assistance for call-in customers by addressing questions and processing orders.
- Analyzed customer feedback to identify trends and recommend enhancements to service offerings.
- Assisted with implementation and rollout of multiple dispatching software systems
- Developed and implemented process improvements that increased operational efficiency within the team.
- Facilitated communication between departments to streamline service processes and improve response times.
- Collaborated across departments to improve communication and expedite issue resolution
- Mentored junior coordinators, fostering a collaborative environment that encouraged professional growth.
- Supported FDA audit preparation and addressed workflow and process-related audit questions
- Developed strong relationships with our field service engineers by consistently providing exceptional service and support.
Restaurant Manager
Two Guys Grille
Morrisville
2012.01 - 2017.02
- Oversaw daily business operations including scheduling, customer service, inventory management, and staff supervision
- Managed schedules and timekeeping for 20+ employees, supporting onboarding and maintaining accurate personnel documentation
- Trained and supported staff members to improve teamwork, consistency, and overall customer experience
- Coordinated vendor ordering and inventory processes to enhance operational efficiency and maintain cost control
- Built strong customer relationships and resolved customer concerns to maintain excellent service standards and online ratings
- Trained and supported staff members to foster teamwork, ensure consistency, and elevate overall customer experience
- Coordinated vendor ordering and inventory processes to ensure operational efficiency and cost control
- Implemented operational improvements based on customer feedback and business needs
Education
High School Diploma -
West Johnston High School
Benson, NCSkills
- Exceptional customer service
- CRM systems management
- Appointment scheduling
- Data reporting skills
- Excel data analysis
- Workflow optimization
- Workforce optimization tools
- SAP software proficiency
- Microsoft Office expertise
- Audit compliance tracking
- Dispatch coordination
- Process enhancement techniques
- Cross-department collaboration
- Conflict resolution
Timeline
Customer Care Coordinator
Siemens Healthineers
2017.02 - 2026.05
Restaurant Manager
Two Guys Grille
2012.01 - 2017.02
High School Diploma -
West Johnston High School