Open to opportunities

Josh M

@joshm

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Operations-focused customer relations professional driving service excellence.

United States

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What I'm looking for

I seek a collaborative, growth-oriented role where I can improve processes, train teams, and deliver exceptional customer service while advancing into expanded operations responsibilities.

I am an operations-focused customer relations professional with hands-on experience improving customer experience, implementing procedures, and supporting invoicing and client data processes. I combine problem-solving, leadership, and strong communication to deliver measurable value in fast-paced environments.

Over my career I've supported implementation and validation of client files, managed operations and training, handled customer escalations across phone, chat, and email, and contributed to process and policy development. I am self-motivated, proficient in MS Office, and thrive both independently and as a collaborative team member.

Experience

Work history, roles, and key accomplishments

Current

Implementation Support Rep

Current

Cass Information Systems

Jan 2010 - Present (15 years 9 months)

Maintained and coded client and validation files to support transportation bill processing and created procedural spreadsheets/documents to streamline invoice workflows.

Data Entry Excel)Procedural Documentation Invoice Processing Customer Support Attention To Detail Excel

Consumer Relations Specialist

Dorel

Jan 2022 - Jan 2024 (2 years)

Handled inbound customer contacts to resolve issues, documented interactions in system, followed security procedures, and adhered to scripts to deliver consistent service.

Customer Service Scripted Support Data Privacy Problem Solving CRM

Internet Chat Representative

Home Decorators Collection

Jan 2009 - Jan 2010 (1 year)

Provided live chat support to enhance customers' shopping experience by researching and resolving issues and supplying product details to increase satisfaction.

Live Chat Support Customer Research Product Knowledge Written Communication

Customer Service Representative

Verizon Wireless

Jan 2007 - Jan 2008 (1 year)

Assisted customers with new account development, responded to queries, resolved problems, and provided detailed product information to drive sales and satisfaction.

Customer Service Sales Support Problem Solving Product Knowledge Communication

Loan Specialist / Operations Manager

AAA Check Advance

Jan 2005 - Jan 2007 (2 years)

Recruited and trained customer service staff, ensured sales and service objectives were met, and assisted in developing policies and procedures to improve operations.

Team Leadership Recruitment Training Operations Management Policy Development Sales Targets Customer Relations

Shipping and Receiving Clerk

HDIS

Jan 2002 - Jan 2004 (2 years)

Built customer orders, organized pallets for shipment, and operated forklift/jack for loading and unloading to maintain efficient warehouse throughput.

order fulfillment Warehouse operations

Assistant Manager

MBR Corp

Jan 1998 - Jan 2002 (4 years)

Managed scheduling for 20+ staff, performed internal audits and expense controls, handled customer escalations, and supported recruitment and training efforts.

Scheduling Internal Audit Customer Escalation Recruitment Training