Joseph Ballard
Troy,MO
Summary
Personable Customer Service professional offering over 20 years of experience resolving account and service concerns for all types of customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
22
22
years of professional experience
Work History
Front Desk Associate
Venture Resorts
03.2023 - 08.2023
- Took reservations over phone, and via computer for guests and provided confirmation information.
- Used internal software to process reservations, check-ins and check-outs.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered guest questions and referred to local points of interest.
Telephone Operator
Call Management Resources
03.2022 - 03.2023
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
Team Lead
Millennial Services - Crain Communications
05.2022 - 09.2022
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Front Desk Assistant Manager
Venture Resorts
06.2020 - 03.2022
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Coordinated with housekeeping, maintenance and security to meet all guest needs
- Supervised front desk staff consisting of 45 employees
- Supervised lower levels of management consisting of 4 supervisors
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Assistant Store Manager
Roadrunner Markets
01.2018 - 01.2020
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies
- Maintained high levels of organization in store by directing customers and replenishing merchandise
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Team Leader
LogistiCare
11.2013 - 12.2017
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Supervised 60+ CSRs in providing excellent customer service to callers requiring assistance for medicaid transportation and ride pick-up issues
- Prepared daily adherence and staffing reports to assist business leaders with key decision making and strategic operational planning
- Supervised 5 dispatchers in providing dispatching services for Medicaid rides in Virginia, Delaware, New Jersey, and Michigan.
Floor Supervisor
Sykes Enterprises Inc
01.2008 - 11.2013
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs
- Assigned jobs to individual employees by considering factors such as previous training, current abilities and general knowledge
- Trained team members in successful strategies to meet operational and sales targets.
Team Manager
Ntelos Wireless
01.2003 - 01.2008
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures
- Led employee relations through effective communication, coaching, training and development
- Lead and directed team of 18 technical professionals.
Assistant General Manager
Mr. Gatti's Pizza
07.2001 - 01.2003
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy
- Motivated, trained and disciplined employees to maximize performance
- Handled cash accurately and prepared deposits
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
Education
Degree - Information Technology
Blue Ridge Community College
Weyers Cave, VASome College (No Degree) - Respiratory Therapy
Mountain Empire Community College
Big Stone Gap, VAHigh School Diploma -
J J Kelly High School
Wise, VA06.2001
Skills
- Staff Management
- Timekeeping Abilities
- Customer Complaint Resolution
- Technical Support
- Customer Support
- Proficient in MS Office and Google Business Suite
- Employee Training
- Call Volume Analysis
- Quality Assurance
- Computer-aided dispatching
- Planning and Coordination
Timeline
Front Desk Associate
Venture Resorts
03.2023 - 08.2023
Team Lead
Millennial Services - Crain Communications
05.2022 - 09.2022
Telephone Operator
Call Management Resources
03.2022 - 03.2023
Front Desk Assistant Manager
Venture Resorts
06.2020 - 03.2022
Assistant Store Manager
Roadrunner Markets
01.2018 - 01.2020
Team Leader
LogistiCare
11.2013 - 12.2017
Floor Supervisor
Sykes Enterprises Inc
01.2008 - 11.2013
Team Manager
Ntelos Wireless
01.2003 - 01.2008
Assistant General Manager
Mr. Gatti's Pizza
07.2001 - 01.2003
Degree - Information Technology
Blue Ridge Community College
Some College (No Degree) - Respiratory Therapy
Mountain Empire Community College
High School Diploma -
J J Kelly High School
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