Experienced Customer Service & Operations Leader
Resume:
Joseph Kious
Chesapeake, VA *****
**********@*****.***
SUMMARY OF QUALIFICATIONS:
Supervisory skills and experience with a proven aptitude to effectively train, mentor, and motivate others
Extensive customer service experience to include community engagement, professional business-to-business interactions, high-volume call centers, and remote customer service care, as well as prior retail and cash handling
Versed in all aspects of customer service to include excellent verbal and written communication skills, active listening, validating with empathy, retaining customers and clients, and ensuring high customer satisfaction at all times; Skilled in complaint investigation, research, and quality assurance
Experienced in requesting, gathering, and reviewing medical records and documents, ensuring accuracy and complying with HIPAA at all times
Skilled in conflict resolution with experience diffusing and resolving high-conflict situations, with the proven ability to handle stressful situations in a positive and professional manner
Demonstrated ability and cultural awareness to build rapport, gain trust, and establish relationships with diverse populations
Proven abilities in problem-solving, multi-tasking, critical thinking, time management, and analytical skills
Proficient in business and office procedures to include MS Office, CRM software, data entry, business phone etiquette, report writing, etc.; Touch typist
Works well alone, under minimal supervision, and as an effective team member
Faithfully served and protected the local community for 16 years as a Sheriff’s Deputy; Versed in law enforcement policies and procedures, CCTV monitoring and surveillance equipment
EMPLOYMENT:
DOMA Technologies, Virginia Beach, VA
Customer Service Representative II, 2020 – 2025
Provided exceptional customer service to US Military Veterans and their families, while working as a contractor for the Department of Veterans’ Affairs responding to inquiries and providing information via phone, chat, and email to assist in expediting veterans receiving and/or retaining their disability benefits.
Contacted medical providers and facilities to request official medical records; Reviewed medical records and documents for completeness and accuracy, ensuring HIPAA and all privacy regulations were followed at all times
Developed positive relationships with clients and customers through professional and friendly interactions
Effectively used policy-mandated scripts to validate and then de-escalate angry and/or frustrated clients in a productive and professional manner
Maintained detailed and accurate records of client/customer interactions, transactions, comments, and inquiries; Updated databases with new and modified customer data
Consistently adapted to changes in procedures, and maintained high levels of production, meeting and exceeding the contract’s required metrics
City of Virginia Beach Sheriff’s Department, Virginia Beach, VA
Sheriff’s Deputy, 2004 - 2020
•Maintained order and enforced laws to ensure public safety; Responded to various emergency and non-emergency incidents, using strong interpersonal skills to de-escalate volatile situations
•Investigated citizen complaints and crimes by collecting evidence, and preparing detailed and accurate reports; Detained and arrested individuals suspected of committing crimes
•Appropriately handled crisis situations involving a variety of mental health and behavioral incidents with professionalism and composure
•Participated in community outreach programs to build trust and prevent crime; Provided guidance and support to the public on crime prevention and personal safety
Supervised inmate conduct and daily activities to ensure institutional safety of prisoners, staff, and others by restraining attempts of violence, enforcing security procedures, and reporting potentially dangerous situations
Trained and mentored new deputies
Worked as a medical deputy, providing medical transportation for inmates via Emergency and Non-Emergency Medical Transport vehicles; Provided security for medical staff and inmates; Maintained confidentiality
•Maximized data collection accuracy scores by recording, storing, and analyzing security information and data with zero discrepancies or errors; Completed various administrative tasks, to include thorough and concise report writing
•Testified in court, presented evidence relevant to the case/trial in a professional and credible manner
EDUCATION:
Certified Sheriff’s Deputy
Virginia Beach Sheriff’s Academy, Virginia Beach, VA
General Studies/Earth Science Coursework
Old Dominion University, Norfolk, VA
Diploma
Granby High School, Norfolk, VA
ADDITIONAL CERTIFICATIONS/TRAINING:
HIPAA Compliance
Sensitivity Level 6 Federal Clearance
Cybersecurity Awareness Training
Equity, Diversity, and Inclusion Training
EVOC (Emergency Vehicle Operator Course)
Defensive Tactics & Use of Force Continuum
Formerly Firearms Qualified
Formerly CPR & First Aid Certified
REFERENCES:
Available Upon Request
Joseph Kious
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