Goshen, NY ***** 845-***-**** ad1yzz@r.postjobfree.com

JOSEPH MARSZEWSKI

Empathetic and Dedicated Customer Service expert with 30+ years of complaint-resolution and customer retention success. Tactfully alleviates dissatisfaction with resourceful problem- solving and attention to detail. Skillfully processes payments and manages accounts to provide consistently outstanding service.

PROFESSIONAL

SUMMARY

SKILLS ● Digital Literacy

● Tech Savviness

● Communication Skills

● Emotional Intelligence

● Creative and Innovative

● Data Analysis and

● Interpretation

● Critical Thinking

● Problem-Solving

● Adaptability and Flexibility

● Client Relations

● Leadership

CUSTOMER SERVICE SPECIALIST 01/2022 to Current

Duraclean, Goshen, NY

WORK HISTORY

Exceptional Client Relations: Build and maintain strong, trust-based relationships with clients by delivering top-tier customer service, resulting in a 95% customer satisfaction rate.

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Effective Problem Solver: Demonstrate a proven track record in resolving customer inquiries, concerns, and complaints promptly and to the customer's satisfaction.

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Product Knowledge: Acquired in-depth knowledge of Duraclean's cleaning services, pricing, and processes, enabling accurate information dissemination and tailored service recommendations.

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Efficient Communication: Offer clear and concise communication through phone and email, ensuring clients are well-informed about service offerings and scheduling.

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Streamlined Service Processes: Spearheaded efforts to improve service efficiency by collaborating with the operations team to optimize scheduling and service delivery, resulting in a 20% reduction in service time.

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Cross-functional collaboration: Worked closely with field technicians and operations to coordinate service appointments, ensuring timely and hassle-free service for clients.

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Quality Assurance: Conduct follow-up calls and surveys to gather feedback from clients, actively seeking opportunities for service improvement and ensuring adherence to company quality standards.

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Conflict Resolution: Effectively mediated disputes and resolved challenging customer conflicts, transforming dissatisfied clients into loyal Duraclean advocates.

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Training and Development: Assist in training new customer service representatives, sharing best practices and company values to maintain a high level of service quality.

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Data Analysis: Utilize data-driven insights to identify trends in customer inquiries and service requests, enabling proactive responses and process improvements.

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Administrative Support: Provide administrative support by managing client records, scheduling appointments, and maintaining accurate and organized documentation.

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TRAVEL AGENCY FOUNDER 03/2017 to Current

EZbookin With Joe, Goshen NY

CUSTOMER SERVICE REPRESENTATIVE 09/2011 to 09/2023 C & S Wholesale Grocers, Chester, NY

LIFE INSURANCE AGENT 04/2019 to 04/2020

National Income Life Insurance Company, Goshen, NY Exceptional Customer Service: Deliver unparalleled customer service, ensuring client satisfaction by providing expert guidance on travel options, itineraries, and destination recommendations.

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Sales and Revenue Growth: Consistently exceed monthly sales targets, driving a 20% increase in revenue through upselling travel packages, upgrades, and ancillary services.

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Destination Expertise: Leveraged in-depth knowledge of popular travel destinations, resorts, hotels, and local attractions to curate personalized travel experiences for clients.

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Keyword Optimization: Utilize SEO and keyword strategies to optimize online travel packages and content, leading to a 30% increase in website traffic and online bookings.

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Travel Technology Proficiency: Demonstrate proficiency in industry-specific booking systems (e.g., Amadeus, Sabre) to efficiently research and book flights, accommodations, and transportation.

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Crisis Management: Expertly navigated travel disruptions and emergencies, providing clients with timely and effective solutions during unforeseen events like natural disasters and flight cancellations.

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Multilingual Communication: Fluent in [List relevant languages], facilitating seamless communication with international clients and enhancing service accessibility.

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Client Relationship Management: Cultivated and maintained long-lasting client relationships, resulting in a 40% client retention rate and a strong referral network.

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Travel Trends Analysis: Stayed up-to-date with industry trends and emerging destinations, ensuring clients had access to the latest travel experiences and opportunities.

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Social Media Engagement: Managed and grew the agency's social media presence, increasing followers by 25% and engagement by 40%, thereby attracting new clients.

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Collaborative Team Player: Collaborated effectively with a diverse team of travel experts to create innovative travel packages and marketing campaigns.

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Data Analytics: Utilized data analytics tools to track booking trends, customer preferences, and market demand, enabling data-driven decisions and targeted marketing strategies.

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Appling Empathetic Interactions: Responded quickly to customer queries through email, phone, and chat while working accurately under pressure.

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Strong Problem Solving Skills: Documented, researched and resolved customer service issues utilizing decision-making skills.

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Cross-Functional Collaborations: Collaborated across departments to resolve customer- related issues in appropriate timelines.

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Communication Skills: Managed customer calls efficiently in fast-paced environment increasing efficiency by 10% quarterly.

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Technology Proficient: Processed customer exchanges, refunds and bill adjustments to correct product or service problems.

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Strong Attention to Detail: Updated records with details of customer interactions and transactions.

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Industry Product Knowledge: Educated clients about different whole- and term-life policies available for purchase.

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Sales and Marketing Skills: Met and consistently exceeded monthly and quarterly insurance sales goals by 12% by utilizing empathy and understanding with potential clients.

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MANAGER - CLINICAL TRIAL ASSOCIATES 07/2006 to 08/2017 Metropolitan Research Associates, New York, NY

Communication Skills: Maintained partnerships with insurance company representatives and underwriters.

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Persistence and Resilience: Prospected and scheduled quota of new client appointments per week.

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Organizational and Time Management: Expanded client base with powerful marketing, cold calling and referral management.

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Project Management Excellence: Successfully managed the project lifecycle from planning to product launch, resulting in a projected $200 million revenue increase for the organization.

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Personnel Growth Leadership: Spearheaded personnel growth initiatives by actively participating in developmental strategies, and enhancing team capabilities and performance.

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Clinical Trial Oversight: Directed and supervised clinical trial associates, ensuring their strict adherence to regulatory benchmarks and maintaining the highest standards of quality and compliance.

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Regulatory Compliance Assurance: Ensured seamless regulatory compliance by meticulously monitoring and upholding industry standards, demonstrating unwavering commitment to adherence.

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Data Integrity Management: Led data entry and analysis processes, maintaining the accuracy and integrity of critical information, resulting in reliable decision-making.

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Efficient Project Planning: Devised and executed comprehensive project plans, fostering efficient project completion and delivering results within specified timelines and budgets.

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Detail-Oriented Reporting: Produced comprehensive reports and presentations with meticulous attention to detail, facilitating clear communication of complex information.

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Project Coordination Mastery: Orchestrated seamless timeline and milestone coordination, streamlining project management and ensuring successful project outcomes.

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Hibernia College, Dublin, Ireland

Master of Science, Pharmaceutical Medicine, 06/2009 Winthrop University, Rock Hill, SC

Master of Arts, Theater, 07/2002

Double B.A. in Technical Theater and Design and Acting/Directing Tau Kappa Epsilon

Alpha Psi Omega

EDUCATION

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