Hi, I’m
JOSHUA PENIEL
Deleware City
Summary
Experienced Customer Service Specialist with a 5-year track record of delivering exceptional customer service. Demonstrated leadership abilities by successfully leading and coaching new recruiters at GrubHub and Shutterfly. Proven mentorship skills, enhancing team performance and devising strategies to boost customer satisfaction and operational efficiency. Strong communication, problem-solving, and leadership skills contribute to fostering a positive work environment and ensuring continuous development within the team.
Overview
5
years of professional experience
1
Certificate
Work History
GRUBHUB
Customer Service Specialist / Team Lead
01.2022 - Current
Job overview
- Led and Coached a Team: Supervised and guided a team of 10 new recruiters, ensuring seamless onboarding and continuous professional development
- Provided Daily Guidance: Delivered daily support, boosting team morale and motivating individuals to achieve a 95% goal completion rate
- Performance Monitoring: Monitored and evaluated team performance, offering constructive feedback and implementing strategies that improved overall performance by 20%
- Hands-On Training: Conducted hands-on training sessions in customer service protocols, helping new recruiters develop effective communication and problem-solving skills, resulting in a 30% increase in customer satisfaction ratings
- Coordinated with Training Management: Collaborated with training management to design and implement performance improvement plans and career development opportunities, leading to a 15% increase in team productivity
- Ensured Customer Satisfaction: Promptly and professionally resolved complaints and inquiries, maintaining a high level of service and achieving a 90% customer satisfaction rate
- Streamlined Communication Processes: Improved communication processes between departments, enhancing workflow and reducing response times by 25%
- Contributed to Recruitment Strategies: Played a key role in developing recruitment strategies, which increased team efficiency by 20% and improved the quality of hires by 15%
SHUTTERFLY Inc.
Customer Service Representative
01.2020 - 09.2021
Job overview
- Assisted Customers: Managed inquiries, complaints, and service-related issues via phone, email, and live chat, handling over 200 customer interactions per week
- Demonstrated Strong Product Knowledge: Resolved customer issues effectively and efficiently, achieving a 95% customer satisfaction rating
- Maintained Policy Knowledge: Ensured accurate information dissemination by thoroughly understanding and adhering to company policies and procedures
- Collaborated with Cross-Functional Teams: Worked closely with cross-functional teams to resolve customer issues, reducing resolution times by 20%
Education
Mount Kenya universityNairobi Kenya
Bachelors Degree from Hospitality And Tourism Management
01.2019
Skills
- Leadership & Team Coaching
- Customer Service Excellence
- Recruiting & Onboarding
- Performance Monitoring & Improvement
- Billing and Payment Assistance
- Problem-Solving
- Communication & Interpersonal Skills
- Training, Development & Administrative Tasks
- Time Management
- CRM Software Proficiency (Zendesk, Salesforce, Slack)
- Call center experience
- Team management
- Complaint handling
- Customer service
Certification
- Customer Service Certification | CCI GLOBAL
- Leadership and Management Training
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Service Specialist / Team Lead
GRUBHUB
01.2022 - Current
Customer Service Representative
SHUTTERFLY Inc.
01.2020 - 09.2021
Mount Kenya university
Bachelors Degree from Hospitality And Tourism Management
Similar Profiles
David RamageDavid Ramage
Delivery Driver at GrubHubDelivery Driver at GrubHub
Renee RitenourRenee Ritenour
Delivery Driver at GrubHubDelivery Driver at GrubHub
Nicolas HendrenNicolas Hendren
Account Executive at GrubhubAccount Executive at Grubhub