Joshua Wright
Charlotte
Summary
A dedicated professional with over 10 years of customer service experience seeking a challenging and rewarding career where I can maximize my people-oriented experience, communication skills and problem-solving abilities. Bringing strong listening skills, adaptability and the ability to work well under pressure while delivering the highest level of customer service. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
10
10
years of professional experience
Work History
Customer Successful Representative
Wells Fargo
02.2024 - Current
- Develop and maintain positive customer relations and coordinate with team members to properly handle requests and questions.
- Respond to customer questions via telephone and email regarding bank accounts
- Learn and follow all organizational policies and procedures to maintain safe and professional working environments.
- Greet customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Evaluate customer needs and feedback to drive product and service improvements.
- Handle customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Communicate with clients and customers to gather, provide and share updated information on products and services.
- Provide outstanding customer service and support to clients, resolving inquiries efficiently and effectively
- Develop relationships with customers by providing prompt responses to requests and inquiries
- Assisting customers with routine account-related requests such as funds transfers, automatic payments, stop payments, inquiries about bank deposit products and service charges
- Navigate multiple computer systems and applications and utilize search tools to find information for customer inquiries
- Successfully manage multiple projects simultaneously while maintaining high standards of performance
- Identifying fraudulent activity to prevent potential losses to the bank
- Maintain confidentiality of bank records and client information
- Identify customer needs and present solutions to maximize satisfaction and loyalty
Tech Support Representative
T-Mobile
03.2023 - 01.2024
- Provided customer service to customers over the phone and in person
- Resolved customer inquiries regarding products, services, billing, and other related concerns
- Entered customer orders into company database accurately and efficiently
- Assisted customers with product returns or exchanges in accordance with company policy
- Processed payments for goods and services rendered
- Maintained up-to-date knowledge of company products and services
- Generated reports of daily transactions using computer software programs
- Verified customer information through various databases
- Answered incoming calls from customers promptly and professionally
- Escalated unresolved customer issues to a supervisor when necessary
- Assisted sales team by providing quality customer service support to potential clients
- Created new accounts for customers in the system according to their needs
- Developed relationships with customers to ensure satisfaction with products and services offered
- Adhered to all company policies, procedures, and regulations at all times
- Trained new staff members on proper customer service protocols
- Updated customer records with any changes in contact information or preferences
- Provided feedback on ways to improve overall customer experience
- Ensured compliance with applicable laws, regulations, standards, policies.
Service Center Representative
Sedgwick
09.2021 - 03.2023
- Reviewed employee disability claim files to determine adequacy of information of eligibility
- Assisted employees with setting up claims for FLMA and Short-Term Disability
- Determined benefits due, make timely claim payments and adjustments to claims
- Coordinated with manager on investigating any delay in claims
- Communicated with employee on all aspects of the claims process, required time frame and payment information
- Responded to claim inquiries from employees in a timely and professional manner
- Maintained a high level of confidentiality
- Maintained up-to-date knowledge of company products and services
- Generated reports of daily transactions using computer software programs.
Senior Consultant
Ally Financial
08.2020 - 08.2021
- Assisted customers with bank account, IRA and savings account needs
- Assisted with wire transfers, account closures and account openings
- Assisted with balance inquiries, sending out checks and setting up debit card usage
- Established and promoted cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
- Ensured the security and confidentiality of customer information
- Identified opportunities to up-sell products and services.
Drivewise Support Specialist
Allstate Insurance Company
01.2019 - 07.2020
- Check to ensure that appropriate changes are made to resolve customers' problems
- Keep records of customer interactions and transactions, recording details or inquires, complaints or comments as well as documenting action taken
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers service or billing complaints by performing activities such as exchanging merchandise, refunding money or adjusting bills.
Customer Service Representative
Synchrony Financial
01.2018 - 12.2018
- Assisted customers with credit services for Lowes Home Improvement Branded Credit Cards
- Provided excellent customer services by responding immediately and professional to all billing inquiries
- Explained to customers about new products and benefits.
Benefits Verification Specialist (Contractor)
Lash Group
10.2017 - 12.2017
- Responsible for identification and verification of health insurance benefits
- Identified billing requirements and patients' demographics at time of verification
- Notified patients of estimated charges based on claims processed to date.
Retention Specialist
Conduent Call Center
07.2017 - 09.2017
- Performed customer negotiations and reached a fair conclusion from both business and customer perspectives
- Analyzed customer feedbacks and developed new techniques to ensure customer retention
- Responded to customer queries and addressed service complaints in a timely manner
- Tracked contracts that were soon to expire and contacted customers for renewals.
Collections Representative
OneMain Financial Services
12.2016 - 06.2017
- Verified information of the overdue liabilities of the clients
- Managed communication with all debtors through telephone
- Administered various debtor processes for all collection activities
- Monitored collection of debt and in some cases terminated records
- Advised clients on their outstanding accounts that needed to be settled
- Assisted to resolve all complaints from members
- Negotiated payments with customers while continuing to build a positive relationship.
Customer Service Sales Consultant
Lake Norman Infinity
06.2016 - 12.2016
- Sold motor vehicles, such as new and used cars, trucks and SUV's to customers who visited the dealership
- Advised customers on new models and assisted the customer in determining which vehicle is suitable to their needs
- Advised customers on extended warranties, service contracts for vehicles bought at the dealership
- Compiled a list of prospective customers for use as sales leads
- Demonstrated vehicles to customers, including taking them for test drives
- Negotiated the terms of the sales agreement and prepared sales contracts for orders obtained
- Estimated date of delivery to customer and delivering vehicles to customer if needed.
Customer Service Advocate
Verizon Wireless
10.2014 - 06.2016
- Assisted in billing; troubleshooting and any other issues the customer may have during the call
- Handled service related complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; documenting the complaint; and following up to ensure the best outcome for the business and customer
- Opened customer accounts
- Maintained customer records by updating account information.
Education
Skills
- Strong work ethic – dependable, flexible and adaptable
- Excellent customer service with a strong focus on increasing customer satisfaction
- Ability to accomplish and meet the organization's objectives
- Extensive knowledge of credit regulations, procedures and operations
- Ability to interact with the public in a direct and professional manner
- Excellent computer skills to include Microsoft office Products, Google Chrome and Social Media Sites
- Ability to maintain confidentiality of information
- Collections systems and databases
- Willing to take on added responsibilities as requested
- Service Sales
- Audit Support
- Fraud Detection
- Product Knowledge
- Account Updating
- Data Collection
- Data Entry
- Complaint Resolution
- Inbound and Outbound Calling
- Retail Sales Customer Service
- Problem Resolution
- Route Management
- Call Triaging
- Active Listening
- Customer Service
- Computer Proficiency
- Order Processing
- Microsoft Office Expertise
- Technical Support
- Quality Assurance Controls
- Call Center Operations
- Office Equipment Proficiency
- Courteous Demeanor
- Microsoft Outlook
- High-Energy Attitude
- Prioritization
- Reading Comprehension
- Microsoft Office Suite
- Tactful and Diplomatic
- Critical Thinking
- Service Upselling
- Positive and Professional
- Grammar
- Conflict Resolution
- Documentation
- Adaptive Team Player
- Technical Troubleshooting
- Telephone Reception
- Client Service
- Cross-Functional Team Development
- Sales Support
- Customer Relations
- Account Servicing
- Zoom
- TikTok
Timeline
Customer Successful Representative
Wells Fargo
02.2024 - Current
Tech Support Representative
T-Mobile
03.2023 - 01.2024
Service Center Representative
Sedgwick
09.2021 - 03.2023
Senior Consultant
Ally Financial
08.2020 - 08.2021
Drivewise Support Specialist
Allstate Insurance Company
01.2019 - 07.2020
Customer Service Representative
Synchrony Financial
01.2018 - 12.2018
Benefits Verification Specialist (Contractor)
Lash Group
10.2017 - 12.2017
Retention Specialist
Conduent Call Center
07.2017 - 09.2017
Collections Representative
OneMain Financial Services
12.2016 - 06.2017
Customer Service Sales Consultant
Lake Norman Infinity
06.2016 - 12.2016
Customer Service Advocate
Verizon Wireless
10.2014 - 06.2016
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