Joshua Gilbert
Phoenix
Summary
As a quality assurance professional, bringing proven expertise in establishing and maintaining high standards in compliance and qualification. Known for collaborative teamwork and ability to adapt to evolving requirements while ensuring precision and reliability. Also consistent in being proficient in quality management systems and regulatory adherence.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Qualifications
Apria Healthcare
09.2018 - Current
- Customer Qualifications
- I process DME equipment for hospital/physician patients
- I determined potential solutions for patients well being by processing o2, pap, and DME equipment in a timely manner
- I have provided exceptional customer service by being courteous and understanding towards our patient
- I have met production goals such as Average Handle Time, Adherence, Quality, etc
JRT Representative
AT&T/DIRECTV
06.2014 - 08.2018
- Jeopardy Resolution Team
- I handle high volume inbound/outbound calls assisting DIRECTV/AT&T technicians with work orders in need of modification
- I also engaged with customers to collect payment via credit/debit card if any fees are associated with the modification
- I determined potential solutions for customer accounts whether it be modifying or cancelling a work order for DIRECTV/AT&T equipment
- I provide exceptional customer service by being courteous and understanding towards our customers
- I reschedule work orders at our customers earliest convenience
- I have met production goals such as Average Handle Time, After Call Work, Quality, etc
Rightsource Representative
Humana Pharmacy
04.2012 - 06.2014
- I handle high volume inbound calls assisting Humana members with purchasing prescribed medication via phone
- I also mastered selling, negotiation and closing techniques within the pharmacy field
- I provided alternative options for medication to our members and received payments via credit/debit card
- I also developed a firm understanding of consumer behavior by obtaining all the knowledge in the prescription field
- Met team as well as individual goals
Fraud Analyst/Customer Service Representative
FISERV
08.2008 - 04.2012
- I handled high volume inbound/outbound calls reviewing potentially fraudulent transactions for the prevention and detection of fraud for customers
- I also verified account activity with customers daily via phone determining if transactions or activity can be validated by our customers
- If found to be fraud, I would report cards lost or stolen to banks and credit unions to prevent any potential future problems with fraud
- I was required to make daily decision to take appropriate actions to minimize fraud losses and provide efficient customer service analyzing information and evaluating results to initiate fraud/non fraud disputes while documenting fraudulent history accurately and efficiently
- I handle and resolve escalated calls daily in accordance to the customer's needs with the ability to de-escalate difficult situations
- Met production goals such as Average Handle Time, After Call Work, Quality, etc
Education
GED -
Maricopa Community Colleges, Phoenix College
Phoenix, AZSkills
- Microsoft Excel
- Communication skills
- Operating systems
- Customer service
- Analysis skills
- Computer skills
- Microsoft Word
- Microsoft Outlook
- Call center
- Data entry
- English
- Microsoft Office
- Typing
- Banking
- Fraud prevention and detection
- Writing skills
- Math
- Data analysis skills
- Organizational skills
- Customer support
- Customer retention
- Windows
- HIPAA
- Financial services
- Time management
- Management
- Phone etiquette
- DME
- Home health
- Mobile applications
- Medical terminology
- Microsoft Access
- Photography
- Software troubleshooting
- Photo editing
- Photo manipulation
- Databases
- Marketing
- Medicare
- Negotiation
- Willingness to learn
- Teamwork and collaboration
- Problem-solving
- Multitasking Abilities
Certification
Driver's License
Additional Information
- Outstanding leadership abilities, including experience in peer mentoring roles.
- Faxing, Scanning, Copying
- Proficient with all Microsoft Windows based operating systems and equipment including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook Microsoft Windows2000, XP, computer keyboarding and10-key (45-50 WPM).
- Accomplished user of Citrix, Client-central, Falcon
- Adobe Acrobat Suite
- Ability to navigate in multiple computer systems while interacting with the customers
- Ability to use good, sound judgement in decision making
- Self motivated as well as goal oriented
- Strong Verbal and written communication skills as I have worked in the customer service field for years
- Proficient with computers
- Proven history of dependability ability to work in a fast pace environment
- Experience working in a team environment
Timeline
Customer Qualifications
Apria Healthcare
09.2018 - Current
JRT Representative
AT&T/DIRECTV
06.2014 - 08.2018
Rightsource Representative
Humana Pharmacy
04.2012 - 06.2014
Fraud Analyst/Customer Service Representative
FISERV
08.2008 - 04.2012
GED -
Maricopa Community Colleges, Phoenix College
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