JOSEPH PAUL RISK

**** ******* *****

Plano, TX **023

(Cell) 214-***-****

email: ad3bby@r.postjobfree.com

SUMMARY

Enthusiastic customer service/sales professional with extensive contact center background. I have excelled both individually and on the team level. I am a positive professional with the ability to maintain a friendly and productive working environment.

Customer Service

Coach

Team Administrator

Sales Manager

TECHNICAL SKILLS

MS Word

MS Excel

MS PowerPoint

Sales Force

PROFESSIONAL EXPERIENCE

SIGNET JEWELERS May 2017 - January 2024

Customer Connection Center – Case Team

Process and respond to escalated guest concerns. Assisted with repairs and damage issues.

Manage and maintain guest contact with the intent to insure guest follow up on a consistent bases.

Maintain metrics such as response time and quality assurance to acceptable team standards.

Customer Connection Center – Chat Response Team

Staff the Chat Response Desk where I would handle up to seven customer inquiries at a time via our chat line.

Document guest concerns through applications such as Live Person and Sales Force. Escalate any case that cannot be resolved at first point of contact.

Maintain metrics such as response time and quality assurance to acceptable team standards.

Assistant Special Orders

Assist in fulfilling Ecommerce orders when items are out of stock at the distribution center.

Coordinate with Stores to ensure items are sent to the appropriate destination to guarantee delivery to the guest.

Provide reporting to document the monetary impact of our team on a weekly, monthly, quarterly, and yearly basis.

Provide support to all other members of the team, and to ensure everyone is cross functionally trained.

Guest Resolutions Specialist

Handle all escalated customer calls from the Guest Services team in order to bring the guest’s concerns to a positive resolution.

Manage all case files through multiple channels to address and resolve our guest’s concerns. (Social Media, Executive Offices, Chat, Email, Phone)

Maintained exceptional quality assurance scores of 98% or better throughout my tenure.

Maintained productive time standards of 95% or better throughout my tenure.

Assisted in training new additions to the Guest Resolutions team.

TRU-GREEN Jan 2017 – May 2017

Sales Associate

Utilized sales training to close customers at the initial sales call.

Utilized several different computer applications to provide an accurate quote to all clients.

Handled all calls at appropriate quality standard levels. (QA scores consistently over 98%)

Assisted in the training of new sales agents.

Handled Outbound call campaigns to cover during low call volumes.

Assisted with the “Saves” Team in order to retain current customers.

DIGITAL GLOBE SERVICES / DSI SYSTEMS INC. Aug 2013 – Dec 2016

Site Facilitator

Onboard New-Hire employees

Conduct initial two-week training class

Process ADP time card exceptions and payroll for 45 agents

Ensure building was properly supplies/process orders as needed.

Process employee discipline/terminations

Service to Sales Supervisor

Track overall team performance, and manage three 3 Service to Sales Consultants.

Manage the 1,2,2,2 Outbound call process to support the Sales Team

Manage sales order modifications.

Manage DTV Escalations process.

Prepare Team reports and communicate findings to the Management Team on a scheduled basis.

Solution Consultant

Utilized sales training to close the sale at the first point of contact.

Input all customer data into both DWS and SARA.

Meet and exceed minimum quality standards

Meet and exceed minimum attendance standards.

Communicate with the Management Team regarding any system anomalies.

TRU-GREEN Jan 2013 – Aug 2013

Sales Associate

Utilized sales training to close customers at the initial sales call.

Utilized several different computer applications to provide an accurate quote to all clients.

Handled all calls at appropriate quality standard levels. (QA scores consistently over 98%)

Assisted in the training of new sales agents.

Handled Outbound call campaigns to cover during low call volumes.

Assisted with the “Saves” Team in order to retain current customers.

CHUBB INSURANCE Jun 2011 – Dec 2012

Commercial Writer

Process the initial write-ups on commercial policies

Maintain a high level of quality assurance

Maintain acceptable attendance

BROADVIEW HOME SECURITY Aug 2008 – May 2011

Quality Team Manager (February 2009 to May 2011

Manage a team of 6 Quality Coachs in their daily duties.

Communicated trends and guided Sales Managers in changes necessary to improve sales and brand presence.

Communicated necessary dialogue changes to the Sales Agents while also shining a light on those agents who met their goals.

Used reporting software, and created ad-hoc reports, to communicate overall performance. These reports were used for the incentive process for the sales agents.

Quality Coach (August 2008 to February 2009)

Monitor/Evaluate customer contacts to ensure that quality standards are being met, and provide feedback to the Sales Agent and Management Team in order to improve sales and the customer experience.

Monitor/Evaluate a team of up to 26 Sales Agents on minimum of five calls per month.

Held monthly One on One meetings with the Sales Agents to listen to a call, discuss opportunities, and to gain the Sales Agent’s commitment to further improvement.

Participated in weekly calibration sessions with the Sales Supervisors to ensure that a clear and consistent message was being transmitted to the sales force.

Assisted in the initial rollout of the new quality initiate and evaluation process.

REALPAGE, INCORPORATED, Carrollton, TX 2006 – Aug 2008

Off Site Leasing Team Supervisor

Provided direction and motivation to team in order to meet department productivity and quality objectives.

Ensured that each agent received feedback regarding their overall performance. Conversion, Average Handle Time, Wrap, and Quality.

Provided coaching and discipline as needed to agents regarding performance and attendance.

Continuously monitored team to ensure that call quality and WOW standards were being met.

Conducted new hire interviews using the Behavioral Interview Style to make hiring recommendations.

Created and implemented monthly contests to motivate and drive agents to targeted areas of improvement.

Conducted annual agent performance appraisals.

WYNDHAM INTERNATIONAL, Irving TX 2003-2005

Supervisor, Reservation Sales (2005)

Provided direction and motivation to team in order to meet sales objectives while maintaining cost per call ratios.

Ensured that each agent received feedback regarding their Booking Ratio, Incentive Payout, and Average Handle Time numbers from the previous day.

Monitored a team of 23 agents to ensure that a minimum of five calls per week per agent were reviewed for quality standards.

Provided coaching and discipline as needed to agents regarding performance and attendance.

Conducted semi-annual and annual agent performance appraisals.

Conducted team meetings in order to communicate recurrent training objectives and policy updates.

Conducted new hire interviews using the Behavioral Interview Style to make hiring recommendations.

Sales Agent, Reservations (2003-2005)

Provided detailed rate information to customers while complying with all call handling standards. Handled 80+ calls per day from customers requesting rates and reservations.

Utilized sales training to promote first point of contact close with our customers.

Handled all calls at appropriate quality standard levels.

Assisted in the training of new sales agents.

Provided information to the management team regarding changes in the call types received.

BUDGET RENT A CAR, Carrollton, TX 1985-2003

Supervisor, Customer Relations (1999-2003)

Provided direction to 20+ team members on specific objectives and day-to-day productivity goals.

Empowered and enabled Customer Service Representatives with problem resolution to positively resolve customer issues.

Provided coaching and discipline as needed to agents regarding performance and attendance.

Distributed workload to team members, monitored and reviewed performance on an ongoing basis.

Provided agents with semi-annual and annual performance evaluations.

Scheduled team member’s vacations, breaks, and lunch periods to assure appropriate coverage across all contact channels (phone/internet).

Approved monetary refund in excess of agent limits. Handled escalated calls from our lead agent level.

Supervisor, Reservation Sales (1996-1999)

Provided direction and motivation to team in order to meet sales objectives while maintaining cost per call ratios.

Ensured that each agent daily received feedback regarding their Booking Ratio and Average Handle Time numbers from the previous day.

Monitored team of 28 agents to ensure that a minimum of ten calls per agent were reviewed for quality standards on a monthly basis.

Provided coaching and discipline as needed to agents regarding performance and attendance.

Conducted monthly and yearly agent performance appraisals.

Conducted team meetings in order to communicate recurrent training objectives and policy updates.

Participated in process improvement teams.

Quality Assurance Coordinator (1995-1996)

Provided detailed reports to management team regarding quality of service being provided to our customers.

Monitored four teams of 25 agents on minimum of ten calls each to verify compliance with quality assurance standards.

Provided feedback to Team Managers regarding performance of their team members.

Participated in Quality Enhancement Teams to provide future Quality Assurance direction.

Executive Response Coordinator (1991-1995)

Responded to customer relations correspondence/calls directed to the Executive offices.

Worked with the office of the President to resolve customer issues in a positive and professional manner.

Provided detailed reports to the President’s office on a weekly and monthly basis regarding all customer relations issues.

Ensured correct routing of all matters that fell outside the customer relations arena to the correct office.

Specialist, Customer Relations (1987-1991)

Responded to customer concerns regarding service/performance issues from current and past rentals.

Handled incoming calls in a courteous and professional manner.

Replied to customer correspondence in a timely and professional manner.

Utilized discretionary authority to provide refunds and vouchers to clients.

Assisted in the training of new customer relations agents.

Reservations Sales Agent (1985-1987)

Provided detailed rate information to customers while complying with all call handling standards.

Handled 80+ calls per day from customers requesting rates and reservation.

Utilized sales training to promote first point of contact close with our customers.

Handled all calls at appropriate quality standard levels.

Assisted in the training of new sales agents.

Provided information to the management team regarding changes in the call types received.

EDUCATION

Coursework, Brookhaven Community College

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