Joel Labady
@joellabady
I am a customer service professional transitioning into IT with web and technical support expertise.
United StatesWhat I'm looking for
I am a customer service professional with strong technical support and web experience, including HTML and multiple operating systems (Mac, iOS, Windows, Linux).
At Florida Power & Light I managed high call volumes and resolved over 78,000 customer inquiries in one year, supported the website and EV platform, diagnosed server-side and account access issues, earned multiple promotions, and received numerous Perfect Voice of the Customer scores.
My retail leadership and sales roles built coaching, inventory management, and performance-driven skills, while lab technician work added diagnostic testing, equipment calibration, and transferring Linux instrument data into Excel for reporting.
I hold an AA in Computer Science and IBM certifications in Technical Support Basics and Hardware and Operating Systems. I am a quick learner who values clear communication, teamwork, and continuous process improvements to enhance user experience and support workflows.
Experience
Work history, roles, and key accomplishments
FLCustomer Service Representative
Florida Power & Light
Apr 2022 - Present (3 years 5 months)
Handled and resolved over 78,000 customer inquiries in one year, set up utility accounts, and managed billing and EV charging support. Diagnosed and escalated server-side and account access issues to IT, suggested workflow improvements, and earned multiple promotions and Perfect Voice of the Customer scores.
TMRetail Assistant Manager
T-Mobile
Oct 2019 - Jan 2022 (2 years 3 months)
Oversaw retail operations and coached staff to achieve top sales rankings, managed RMAs and inventory controls, and coordinated promotional events to improve customer experience.
ATEntertainment Sales Consultant
AT&T
Apr 2018 - Oct 2019 (1 year 6 months)
Achieved high sales performance by guiding customers through device purchases and providing technical troubleshooting, consistently meeting store sales targets and improving customer satisfaction.
Instrument Technician
Idexx-Manpower
Jan 2018 - Mar 2018 (2 months)
Performed diagnostic tests and managed lab documentation, transferred Linux-based instrument data to PC and Excel, and delivered daily reports to the head scientist.
Mobile Concierge
Straight Talk
May 2017 - Feb 2018 (9 months)
Provided customer service and sales support for mobile devices, processed transactions, resolved complaints, and met sales targets through product education and troubleshooting.
Education
Degrees, certifications, and relevant coursework
ICIndian River State College
Associate of Arts, Computer Science
Completed an Associate of Arts in Computer Science at Indian River State College in December 2017.
Fort Pierce Central High School
High School Diploma, General Studies
Awarded a High School Diploma from Fort Pierce Central High School in May 2013.
Availability
Location
United StatesAuthorized to work in
Job categories
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