Dynamic Customer Service & Technical Support Professional
Resume:
Joshua A Kern
************@*****.***
**** * **** ** *** 2096
Phoenix AZ, 85022-6251
Dynamic customer service and technical support professional with over 12 years of experience helping customers and solving problems across retail, technology, and service industries. Proven ability to build rapport, de-escalate complex situations, and motivate teams to achieve high performance. Adept at multitasking in fast-paced environments and fluent in a range of support technologies and tools. Recognized for leadership, a positive attitude, and consistently delivering an exceptional customer experience. Now seeking to leverage my extensive customer service background and technical troubleshooting skills.
Skills
● Customer Service Expertise: 12+ years of experience in customer support roles, excelling at building positive customer relationships and turning challenging interactions into positive outcomes. Skilled in conflict resolution and de-escalation techniques to ensure customer satisfaction.
● Technical Support & Troubleshooting: Hands-on experience providing Tier 1 technical support via phone, chat, and email. Able to diagnose and resolve basic hardware, software, and service issues. Familiar with guiding users through step-by-step solutions and utilizing knowledge bases or official support resources for problem-solving.
● Multitasking & Systems Proficiency: Proven ability to navigate and use multiple systems simultaneously while assisting customers. Proficient with Slack, Microsoft Teams, Excel, Word, and Salesforce CRM. Experienced with order management and delivery tracking tools (e.g., vendor portals, Home Depot’s HOME order tracking system) and point-of-sale systems like SPOS online register.
● Leadership & Team Collaboration: Natural leader with experience training and motivating teams. Adept at conveying company goals and implementing processes to achieve them. Known for maintaining an upbeat, positive work environment and tailoring motivational approaches to each team member’s strengths. Experience in leading engagement committees and organizing team-building activities to improve morale and productivity. Professional Experience
The Home Depot – Online Contact Center (Major Appliances) Customer Service Specialist (Tier 1 Support) — Apr 2022 to Aug 2025 (Remote)
● First Point of Contact: Served as the initial touchpoint for major appliance customers via phone and live chat. Addressed inquiries on order status, scheduling changes, delivery tracking, and system navigation, ensuring each customer received timely and accurate information.
● Issue Resolution: Diagnosed and corrected basic system errors and data discrepancies in internal platforms
(HOME, Order Up, vendor portals). Efficiently resolved front-line issues or guided customers through troubleshooting steps for online orders, account updates, and delivery rescheduling. Escalated advanced or unresolved matters to Tier 2 and specialized teams with detailed documentation.
● Cross-Functional Collaboration: Coordinated with store associates, delivery partners, and vendors to resolve customer issues and schedule changes. Followed up to confirm that commitments (like callbacks or reschedules) were met, providing a seamless experience across departments.
● Documentation & Case Management: Created clear case notes for every customer interaction, documenting steps taken and information provided. Maintained accurate service records to support seamless hand-offs to other teams and to inform future interactions.
● Performance & Quality: Consistently met or exceeded all key performance metrics, including first-call resolution rate, average handle time, and customer satisfaction scores. Recognized for high quality scores in call monitoring and positive feedback from customers.
● Leadership & Committee Involvement: Selected by management to co-lead the Iconic Collaborators Committee
(ICC) – a company initiative focused on associate development, collaboration, and morale. As Co-Captain, led projects on burnout prevention, created career growth resource guides, and promoted transparency in performance recognition.
● Team Engagement: Gathered associate feedback through surveys and open forums and presented findings to leadership with actionable improvement plans. Organized and facilitated virtual engagement activities (e.g. remote team games, recognition events) to strengthen team culture and morale in a 100% remote environment. OnTrac (Customer Care Center) – Phoenix, AZ
Customer Care Advocate — Nov 2021 to Apr 2022
● Handled high-volume incoming calls from delivery drivers and service providers, acting quickly to address on-the- ground issues and answer questions regarding delivery procedures or recipient information.
● Responded to customer email inquiries regarding package status and expected delivery times (ETA), providing clear and prompt updates to keep customers informed.
● Created and submitted service requests for lost or missing packages, initiating investigations with operations teams. Followed through on each request to ensure packages were traced or claims were resolved in a timely manner.
● Maintained a calm and helpful demeanor with both customers and drivers, effectively de-escalating tense situations (such as delayed or lost packages) and finding solutions that upheld company service standards. The Cheesecake Factory – Mesa, AZ
Line Cook — Jan 2020 to Oct 2021
● Prepared high-quality dishes in a fast-paced, high-volume kitchen, consistently following company recipes and presentation standards. Effectively multitasked by working multiple grill, sauté, and prep stations simultaneously during peak hours.
● Monitored stock levels of ingredients and supplies throughout each shift. Proactively refilled and communicated inventory needs to management to prevent any shortages that could disrupt service.
● Maintained strict hygiene and safety standards in food handling and kitchen operations. Assisted with kitchen opening and closing routines, ensuring work areas were clean and equipment was properly maintained.
● Achievement: Recognized with an Employee of the Month award for outstanding performance, teamwork, and dedication to quality and efficiency in the kitchen. Dishwasher — Nov 2019 to Dec 2020
● Managed all dishwashing and kitchen cleaning duties in a bustling restaurant environment, ensuring sanitation standards were met or exceeded. Operated industrial dishwasher equipment and also hand-washed delicate items, maintaining a continuous flow of clean dishes, glassware, and utensils to serve guests and support kitchen needs.
● Assisted kitchen staff by promptly returning clean cookware and dinnerware to the line, enabling chefs and line cooks to focus on food preparation without delays.
● Took on additional cleaning tasks such as wiping down surfaces, disposing of garbage, and cleaning kitchen appliances, contributing to a safe and inviting back-of-house environment.
● Achievement: Awarded Employee of the Month (February 2020) for reliability, speed, and exceptional work ethic in keeping the kitchen running smoothly.
24-7 Intouch (Instacart Program) – Mesa, AZ
Account Service Representative (Chat/Email Support) — Jan 2018 to Jan 2019
● Provided customer support for Instacart users and independent contractors through live chat and email channels. Addressed a wide range of issues including order problems, account inquiries, and policy clarifications, adapting quickly to frequent updates in Instacart’s policies and features.
● Handled both inbound inquiries and proactive outbound follow-ups, managing multiple chat conversations and emails simultaneously. Ensured each interaction was personalized and helpful, which fostered trust and satisfaction among users and shoppers.
● Consistently met and exceeded performance targets such as response time, resolution time, and customer satisfaction. Maintained one of the fastest average response times on the team while upholding high quality standards.
● Achievement: Achieved the highest customer satisfaction ratings in the program, as evidenced by post-chat surveys and customer feedback. Recognized by management for leading the team in positive customer ratings and problem-resolution effectiveness.
Startek Inc. – Greeley, CO
Technical Support & Digital Care Roles for Xfinity Mobile — Aug 2016 to Jan 2018 (Progressed through multiple positions including Chat Technical Support Specialist, Retail Technical Support Specialist, and Digital Care Expert)
● Technical Support (Chat & Phone): Provided first-tier technical support to Xfinity Mobile customers via online chat and phone. Answered questions about mobile products and services, guided users through device setup and troubleshooting steps for connectivity or software issues, and resolved billing and account inquiries with a friendly, customer-centric approach.
● Knowledge Sharing: Educated customers on utilizing official support resources and self-service options. When appropriate, walked customers through helpful articles and self-help documents on Xfinity’s support site, empowering them to resolve simpler issues independently in the future.
● Retail Support: As a Retail Technical Support Specialist, served as a point of contact for in-store retail specialists who needed assistance with procedures or complex customer requests. Advised retail staff on advanced troubleshooting and account management steps, enabling them to resolve in-store customer issues efficiently and confidently.
● Fraud Prevention: Helped maintain account security by identifying and defusing fraudulent activities—such as unauthorized phone unlock attempts—following company verification protocols to protect customer data and company assets.
● Digital Care & Team Leadership: Promoted to Digital Care Expert, handling escalated support cases originating from social media and other digital channels. Provided swift, public-facing resolutions to highly sensitive customer concerns, protecting the brand’s reputation. In this role, also acted as a team lead for the digital care team: monitored chat queues, pulled and resolved escalated cases, and mentored junior agents in effective communication and de-escalation techniques.
● Team Training & Collaboration: Conducted regular training sessions and procedural meetings to update the team on new product launches, service features, and support protocols. Fostered a collaborative team environment focused on productivity and continuous improvement, while also giving each team member personalized coaching to help them meet performance goals.
Ken McDonald Golf Course – Tempe, AZ
Assistant Golf Professional — Aug 2013 to Jul 2016
● Taught group clinics and provided one-on-one golf lessons for players of all ages and skill levels (beginner, intermediate, and advanced). Developed customized lesson plans that improved players’ techniques and fostered enjoyment of the game, resulting in repeat participation and positive feedback from students.
● Utilized a computerized tee sheet and point-of-sale system (ACTIVE Network) to check in golfers and manage daily tee time schedules. Oversaw an extremely active course with roughly 60,000 rounds played annually, coordinating smoothly to avoid delays and ensure a positive experience for guests.
● Assisted the Head Golf Professional in organizing and running golf leagues and tournaments. Helped solicit and schedule 52 leagues per year, coordinating details from initial booking to final execution, including scoring and awards.
● Managed pro shop merchandise operations by ordering, receiving, and stocking inventory (approximately $15,000 in merchandise). Created attractive merchandise displays and monitored stock levels to optimize sales and meet customer demand.
● Supervised the maintenance and rotation of a fleet of 72 golf carts. Ensured carts were charged, cleaned, and in proper working condition each day, performing basic maintenance or arranging for repairs as needed to maintain full fleet availability.
GC Services (Apple Inc. Contract) – Mesa, AZ
Customer Service Representative & Mac Expert (Sales) — 2012 to 2013
● Apple Customer Service Representative: Supported Apple customers by answering questions about a range of products (Mac, iPhone, iPad, etc.) and troubleshooting basic usage issues. Provided accurate information on orders, shipping status, and repair services, ensuring each customer received correct guidance on Apple’s procedures and policies. Maintained a high level of professionalism and product knowledge to uphold Apple’s standards for customer care.
● Mac Expert – Sales: Specialized in guiding customers through purchasing Apple Mac computers and accessories. Used a consultative sales approach to learn about customers’ needs, workflows, and budgets, then recommended tailored Mac solutions that would fit their current and future requirements. Assisted customers with online purchasing and financing options, making the buying process smooth and personalized.
● Team Training: In addition to customer-facing duties, took on a mentorship role for the team. Prepared and delivered presentations on new Apple products and features to ensure the entire support team stayed up-to-date. Helped colleagues improve their product knowledge and sales techniques, which contributed to an overall increase in team performance and customer satisfaction scores. Education
Associate Degree in Automotive Technology, Pima Community College – Tucson, AZ (2011–2012) Completed a comprehensive program in Automotive Technology. Gained a strong work ethic and analytical skills through hands-on training in diagnostics, repairs, and technical documentation – a foundation that has translated into effective troubleshooting and problem-solving abilities in tech support and customer service roles. References
(Professional references who can attest to my work experience and qualifications.) 1. Manny Ortega – Assistant Executive Chef, The Cheesecake Factory (Mesa, AZ). Phone: 480-***-**** 2. Ryan Kern – Head Golf Professional, Ken McDonald Golf Course (Tempe, AZ). Phone: 480-***-**** 3. Eliana Ettezil – Customer Service Manager, [Former Supervisor]. Phone: 602-***-****
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