Customer Service Representative

**** **** ***** ** *** ***, CHARLOTTE, UNITED STATES, 28262 •

**************@*****.*** • 336-***-****

JOEL FERGUSON

Customer Service Representative

PROFESSIONAL SUMMARY

Customer Service Representative with over 16 years of extensive expertise in delivering exceptional service and enhancing customer loyalty. Demonstrates proficiency in problem-solving, customer retention, and team collaboration, contributing to improved customer satisfaction and company reputation. Committed to leveraging skills in technical support and sales support to drive quality assurance and strengthen client relations in future roles. EMPLOYMENT HISTORY

SECURITY SCREENER Jun 2025 - Present

Six Flags Carowinds Charlotte, NC

CUSTOMER SERVICE REPRESENTATIVE Aug 2023 - May 2025 GoSlow Eden, NC

PERSONAL ASSISTANT Oct 2017 - Jul 2023

Russell J. Held, Inc. Eden, NC

EXPEDITOR Mar 2017 - Sep 2017

KDH Defense Systems Eden, NC

STAFFING SPECIALIST Jan 2015 - Feb 2017

The Mega Force Staffing Group, Inc Eden, NC

RECEIVING ASSOCIATE Aug 2014 - Dec 2014

Debbie's Staffing Martinsville, VA

OPERATIONS SUPERVISOR Jan 2009 - Feb 2012

StarTek Collinsville, VA

Screen customers, bags, and strollers with detectors Conduct thorough screenings to ensure guest have a safe environment. Provide a welcoming experience, positively impacting park reputation. Resolved inquiries promptly, enhancing customer satisfaction and loyalty. Maintained accurate records of customer interactions. Collaborated with the sales team to identify customer needs. Scheduled appointments, ensuring seamless daily operations. Managed office maintenance, improving workplace functionality. Assisted with transportation, ensuring timely executive mobility. Ensured timely material flow for production schedules. Improved operational flow and documentation accuracy. Analyzed supply chain processes to identify bottlenecks or issues. Recruited, interviewed, and conducted new hire orientation. Managed payroll and personnel files, ensuring accuracy and timely processing. Analyzed candidate profiles to ensure alignment with client needs. Organized inbound shipments, enhanced inventory accuracy. Assisted in packing and staging, improving workflow and productivity. Collaborated with team members to optimize packing and staging operations. Supervised call center operations, optimizing KPIs and staff productivity. Analyzed performance metrics to identify training needs. Conducted regular coaching sessions to nurture team morale and employee engagement. EDUCATION

ONLINE PURSUING (BBA) BACHELOR IN BUSINESS ADMINISTRATION Sep 2025 - May 2026 University of Maine At Presque Isle Presque Isle, Maine ASSOCIATE IN ARTS (A.A) Aug 2012 - May 2014

Patrick Henry Community College Vadodara

COURSEWORK FOR (AAS) ASSOCIATE OF APPLIED SCIENCE Aug 1996 - May 1997 Rockingham Community College Wentworth, NC

HIGH SCHOOL DIPLOMA Aug 1993 - Jun 1996

Morehead State University Eden, NC

SKILLS

Problem Solving, Customer Retention, Team Collaboration, Time Management, Technical Support, Sales Support, Product Knowledge, Quality Assurance, Client Relations, Negotiation, De-escalation, Leadership, Empathetic, Interpersonal skills, Communication skills, Detail oriented, Microsoft Office Suite, Microsoft 365 Copilot, Google Suite, Adapt Suite, Lawson eWFM, ESP Performance Edge, RTA, StarTek Dashboard and Canvas, Impact 360, Verint Ultra 10, AS400, Quickbooks.

ADDITIONAL INFORMATION

CERTIFICATIONS

MOAB® Training International, Inc Certification (July 2025) SaylorAcademy.org

College Success (2023.A.01) Certificate ID # 3634337527JF (Jun 2025) SaylorAcademy.org

BUS 200: Business Ethics, Certificate ID# 951-***-**** (Jun 2025) SaylorAcademy.org

BUS 107: Customer Service, Certificate ID # 5167031382JF (Jun 2025) ACCOMPLISHMENTS

Zero Recordable Safety Accidents(2016–2017)

MVP Help Desk Supervisor – (Jan 2012)

Developed Red Hat Support Pilot Program (Feb 2011) Ranked Top 3 in Supervisor Performance (2011)

Team 32 - #1 Quality Assurance Superstars (Dec 2011) HOBBIES

I love tennis, pickleball, horseback riding, swimming, painting, volunteering, family time, and helping others.

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