Joshua Fernandez
Mesa
Summary
Dynamic customer service professional with a proven track record at iQor, excelling in call center environments. Skilled in escalation management and CRM documentation, I leverage analytical skills to deliver tailored solutions. Recognized for maintaining composure under pressure, I consistently enhance customer satisfaction and drive service excellence.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
iQor
Mesa
06.2023 - Current
- Delivered exceptional customer service by promptly responding to inquiries about products and services.
- Worked with various departments to solve complex problems and deliver tailored solutions for customer requirements.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Performed starting and stopping of service for National grid's gas and electric service for new and existing customers
- performed collection activity for National grid.
- performed billing and all other customer service related concerns for national grid gas and electric customers
Sales Associate
Metro by T-Mobile
Apache Junction
10.2022 - 11.2023
- Provided accurate information about products, prices and services.
- Executed cashier tasks which included accepting payments, issuing receipts, and ensuring accurate money handling.
- Utilized product knowledge to aid customers in finding desired items and offering insightful recommendations.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Consistently accomplished routine cleaning tasks, promoting a productive and orderly workspace.
Education
High School Diploma -
Grad Solutions
Mesa, AZ03-2020
Skills
- Call center customer service
- Account management
- Escalation and de-escalation
- Information security
- Analytical skills
- Payment processing
- Critical thinking
- Attention to detail
- CRM documentation accuracy
Affiliations
- Computer skills involving video games and a wide range of programs
- Enjoying volunteer work and social interactions
- Thorough interest in history and expanding my knowledge
- Appreciates the outdoors from a range of kayaking to camping
Timeline
Customer Service Representative
iQor
06.2023 - Current
Sales Associate
Metro by T-Mobile
10.2022 - 11.2023
High School Diploma -
Grad Solutions