Justin Calloway
@justincalloway
Client-facing customer service leader who improves CX through coaching, analytics, and HIPAA-compliant operations.
United StatesWhat I'm looking for
I’m a client-facing customer service professional recognized for strong communication and organizational skills. Since 2019, I’ve provided exceptional customer service by addressing inquiries, resolving issues promptly, assisting with scheduling, and managing transportation services while maintaining accurate records of client interactions and service requests.
From 2013 to 2019, I served as an RTL Team Lead at Minacs, leading onboarding through immersive interviews and driving constant process improvements around customer experience and associate engagement. I conducted call quality assessment sessions, facilitated focus groups tied to metrics and KPIs, analyzed reporting using CERES data for US and Manila, and delivered weekly visibility to external clients—while coaching and mentoring call center staff and ensuring SOP compliance during weekly calibration calls.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Modivcare
Jan 2019 - Present (7 years 5 months)
Provided exceptional client customer service by handling inquiries, resolving issues, and assisting with scheduling transportation services. Maintained accurate records of client interactions and service requests.
RTL Team Lead
Minacs
Jan 2013 - Jan 2019 (6 years)
Led RTL team operations including onboarding interviews, call quality assessments, and focus groups to improve customer experience. Coached call center staff, monitored SOP compliance, and reported weekly performance to external clients using KPI data.
Education
Degrees, certifications, and relevant coursework
Saint Paul's College
Bachelor of Science, Management Information Systems
Earned a B.S. in Management Information Systems in May 2008.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring Justin?
You can contact Justin and 90k+ other talented remote workers on Himalayas.
Message JustinFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
