Customer Service Support Specialist

JOSHUA KEYS

Atlanta, GA ***** 314-***-**** *************@*****.***

Professional Summary

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Skills

Change & Curation

Project Coordination

Team/Office Management

MS Office (Word, Excel, PowerPoint)

Strategic Planning

Professional Networking

Customer Service

Staff Training

Discretion and Confidentiality

Multitasking Abilities

Research and Analysis

Remote Work Coordination

Employee Motivation

Administration and Operations

Pre-screening candidates

Candidate Sourcing/Tracking

Planning and Coordination

Attention to Detail

Decision-Making

Team building

Education

Business Administration and Management

Purdue University - Atlanta, GA

Work History

Candidate Coordinator 02/2022 to Current

UNIFI – DELTA AIRLINES – Atlanta, GA

Operate and maintained applicant tracking and candidate management systems.

Coordinate incoming job requisitions and applications.

Work with recruiting teams and human resources representatives to accomplish hiring objectives.

Develop lists of qualified candidates for corporate hiring managers.

Verify applicant references and employment details.

Complete human resource operational requirements by scheduling and assigning employees.

Pre-screen resumes prior to sending to corporate hiring managers for consideration.

Collect and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.

Leverage social media platforms and online job boards to advertise open positions and engage with potential candidates.

Evaluate strengths and weaknesses of candidates through effective screening processes.

Oversee and managed on-boarding processes and programs to successfully integrate new, transferred and promoted employees.

Customer Service Manager 10/2018 to 02/2022

UPS CORPORATE – Atlanta, GA

Resolve customer complaints while prioritizing customer satisfaction and loyalty.

Train and regularly mentored associates on performance-oriented strategies and customer service techniques.

Supervise employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Follow through with client requests to resolve problems.

Introduce higher standards for customer service and increased efficiency by streamlining operations.

Collect customer feedback and made process changes to exceed customer satisfaction goals.

Complete special projects by using effective decision making, critical thinking and time management skills.

Operations Supervisor 12/2015 to 04/2021

THE RETROFIT SOURCE – Atlanta, GA

Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.

Established and updated work schedules to account for changing staff levels and expected workloads.

Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Delegated tasks to administrative support staff to organize and improve office efficiency.

Improved customer satisfaction scores by 10% through application of superior conflict resolution and problem-solving skills.

Liaised between multiple business divisions to improve communications while overseeing hiring and staffing compliance.

Handled on-boarding process for newly hired employees, which included distribution of all paperwork.

Motivated and trained employees to maximize team productivity.

Field Training Manager 06/2015 to 02/2020

West Elm – Atlanta, GA

Mentored employees, providing constructive feedback, which improved job efficiency.

Recruited team members offering value and talent to already successful workforce.

Increased sales by 15% with special displays and promotions.

Managed inventory control, cash control and store opening and closing procedures.

Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.

Supervised guests at front counter, answering questions regarding products.

Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.

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