Open to opportunities

Joshua Nimblette

@joshuanimblette

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Customer sales and service leader driving revenue growth and retention.

United States

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What I'm looking for

I am seeking a role that values innovation and teamwork, offering opportunities for growth and impactful contributions.

As a dedicated Customer Sales & Service Leader, I have a proven track record of driving revenue growth and enhancing customer retention through innovative strategies and operational excellence. My experience includes leading teams in high-volume call centers, where I successfully increased net revenue by 910 basis points year-over-year and improved customer satisfaction ratings significantly.

Throughout my career, I have implemented targeted training and development initiatives that have not only optimized employee performance but also transformed service functions into revenue-generating operations. My leadership style focuses on fostering a collaborative environment, ensuring that team members are equipped with the skills and knowledge necessary to excel in their roles. I am passionate about leveraging data analysis and performance optimization to achieve strategic business goals.

Experience

Work history, roles, and key accomplishments

Consumer Sales & Service Call Center Supervisor

Verizon Communications

Jan 2019 - Jan 2024 (5 years)

Led and coached a team of 20+ unionized representatives, driving performance improvements and KPI achievement. Increased net revenue by 910 basis points YoY and boosted 7-day contact resolution by 156 basis points MoM through targeted coaching and cross-training initiatives. Ensured policy compliance by monitoring call quality and delivering performance reports to senior leadership.

KPIs Revenue Compliance Leadership Strategic Planning Data Analysis

Social Media Chat Specialist

Verizon Communications

Jan 2018 - Dec 2019 (1 year 11 months)

Managed customer inquiries across major social media platforms, providing real-time chat support and meeting strict response time targets. Developed and implemented a sales-driven chat strategy, transforming the support function into a profit center. Created training materials for new hires, reducing onboarding time by 30%, and streamlined chat response templates.

Social Media Management Chat Support Customer Engagement Sales Strategy Onboarding Process Improvement Customer Satisfaction Documentation

Consumer Sales & Service Call Center Representative

Verizon Communications

Jan 2014 - Dec 2018 (4 years 11 months)

Handled a high volume of customer inquiries daily, providing personalized solutions and managing complex technical and billing issues. Implemented strategic customer service initiatives, leading to a 15% increase in customer retention rates. Reduced average call handling time by 20% and spearheaded a cross-functional billing system enhancement project.

Customer Service Technical Support Customer Retention Troubleshooting Process Improvement Customer Satisfaction Problem Solving

Education

Degrees, certifications, and relevant coursework

Western Governors University

Master of Business Administration, Business Administration

Currently pursuing an MBA, focusing on advanced business principles and leadership strategies. Developing expertise in areas such as finance, marketing, and operations management.

State University of New York at Buffalo

Bachelor of Arts, Social Science Interdisciplinary

Focused on interdisciplinary studies within social sciences, gaining a broad understanding of various societal aspects. Developed critical thinking and analytical skills through diverse coursework.