JOHN W. JOSLIN
TTI Technologies Dartmouth, MA 2010-2011
PC Repair and Services Technician
Provided computer repair service, customer service, and sales support via phone, email, and fax
Data entry pertaining to billing, purchasing, shipping, and customer account updates
Responded to telephone inquiries, emails, and service requests in a timely manner
Created correspondence and reports utilizing spreadsheets for documentation and tracking purposes
Identified trends in support calls, while addressing most urgent issues
Patiently guided clients through resolutions and steps for maintenance and prevention
Cintas Corporation Cumberland RI 2009-2010
Established and maintained solid client relationships, while successfully managing the delivery of service needs for 200 businesses per week
Provided point of sale and product support
Built rapport through day-to-day communications and direct customer contact
Initiated contact to vendors for availability of related service and sales items
Accurately prepared correspondence in regards to: account information and services
Recipient of (5) Service Quality Recognitions
Consistently met or exceeded service and sales expectation levels, expanded individual business by 26%
Collaborated with management, marketing, and sales on new ideas while processing improvements to enhance customer satisfaction
Boston Financial Data Services Quincy, MA 1998-2008
Client Relations/Customer Service
Call center customer service via inbound and outbound phone contact
Answered inquiries pertaining to retirement plan regulations, accounts, system help, billing, processing timeframes, and discrepancies
Recorded detailed messages using software therefore providing history for future contact
Operated office equipment: fax machines, copiers, printers, and scanners
Completed forms in accordance with company procedures and utilized MS Office software to create spreadsheets, word documents, and data base management
Participated in various company provided customer service and product knowledge training classes
Analyzed and determined root cause while resolving customer issues to system activities, limitations, solutions, and informational needs
Chosen to lead an off-site project team which resulted in a successful new client conversion
Sullivan & Cogliano Brockton, MA 2008-2009
PC Repair / Network Administration: A+, Network +, MCSE Microsoft
MS Office including Word, Excel, Outlook, 98, 2000, XP, AS400, DST, AWD
Quality Control Customer
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