Customer Service Team Lead

Joshua Jenkins

Denver, CO [Phone] [Email] [LinkedIn – optional]

Professional Summary

Dedicated and driven Master General Agent with over a decade of experience in sales, customer service, and team leadership. Proven ability to lead high-performing teams, build strong client relationships, and deliver consistent growth through effective communication, process management, and a customer-first approach. Professional Experience

Master General Agent (Team Lead)

American Income Life – Globe Life Division Denver, CO 2021–Present

• Manage and mentor a team of agents, focusing on leadership development, production, and client service standards.

• Conduct Zoom consultations with members of unions, associations, and credit unions to review no-cost benefit packages and present supplemental life insurance options.

• Guide clients through the full application and underwriting process, ensuring policy accuracy and timely follow-up.

• Handle policy modifications, adjustments, and backend administrative work to maintain compliance and customer satisfaction.

• Consistently meet or exceed performance targets through effective client engagement, prospecting, and strategic team oversight.

Mobile Expert

OSL Retail Services Inc Thornton, CO 2020–2021

• Prospected and engaged potential customers to drive new business.

• Explained current promotions, phone plans, and carrier differences to ensure customers made confident purchasing decisions.

• Sold post-paid and pre-paid plans, devices, and accessories while maintaining high customer satisfaction scores.

Package Handler

FedEx Ground Henderson, NV 2018–2019

• Sorted, scanned, and loaded packages accurately for timely delivery.

• Ensured trailer stability and proper routing for logistical efficiency. Line Cook / Prep

Yellowbelly Chicken Arvada, CO 2018

• Prepared and cooked menu items according to order specifications.

• Maintained kitchen organization, sanitation, and quality standards. Customer Care Representative

PCCW Teleservices Lincoln, NE 2016

• Provided customer support for account inquiries and credit protection services.

• Assisted with enrollments, cancellations, and benefits processing. Inside Sales Representative

Swingle Lawn, Tree & Landscape Care Denver, CO 2016

• Managed inbound and outbound calls to retain and acquire clients.

• Updated accounts and ensured service accuracy and satisfaction. Customer Service Representative

Netflix Aurora, CO 2013–2014

• Assisted customers with billing, account updates, and product issues.

• Resolved concerns efficiently while maintaining service quality.

(Additional early experience available upon request: Walmart, King Soopers, Toys “R” Us, Brookedale Senior Living.)

Education

GED – CollegeAmerica, Denver, CO

Skills

• Leadership & Team Management

• Sales & Client Retention

• Life Insurance & Policy Administration

• Zoom Presentations & Client Consultations

• Customer Service Excellence

• Problem Solving & Critical Thinking

• CRM & Administrative Systems

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