Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joseph Evans II

Chesapeake

Summary

Seasoned Customer Service Supervisor at T-Mobile, adept in problem-solving and team leadership. Excelled in enhancing service quality and customer satisfaction, significantly reducing escalated issues. Skilled in MS Office and proficient in fostering team development, demonstrating a track record of achieving and surpassing goals through effective training and mentoring.

Overview

16
16
years of professional experience

Work History

Equipment Control Clerk

DCI Connect
01.2025 - Current
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Developed and maintained automated tracking systems, hard copy files and records to enhance office workflows.
  • Prepared and maintained comprehensive production reports to highlight production developments for management review.

Customer Service Supervisor

T-Mobile
03.2022 - 10.2024
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.

Collections Account Manager

CKS Financial
05.2019 - 01.2022
  • Implemented automated reminder systems that contributed to a decrease in past due invoices.
  • Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
  • Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
  • Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
  • Trained new team members in company policies, procedures, and best practices for successful collections management.
  • Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.

Floor Salesperson

Home Emporium
11.2016 - 02.2019
  • Contributed to a positive work environment through effective communication and teamwork with colleagues.
  • Increased sales by providing exceptional customer service and product knowledge.
  • Strengthened brand loyalty by engaging with customers both in-store and via social media platforms.
  • Provided valuable input during team meetings, brainstorming strategies for increasing sales and enhancing the customer experience.
  • Boosted overall store revenue by upselling and cross-selling items based on customers' needs and preferences.
  • Greeted customers, helped locate merchandise, and suggested suitable options.

Kitchen Manager

Red Robin
03.2013 - 01.2016
  • Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
  • Scheduled and received food and beverage deliveries, adhering to food cost and budget.
  • Checked and tested foods to verify quality and temperature.
  • Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
  • Achieved rapid ticket times during peak service hours by effectively managing workflow distribution across various stations.
  • Contributed to a positive workplace culture by actively engaging with staff members, promoting open communication channels, and demonstrating support for ongoing professional development opportunities.
  • Reviewed and analyzed kitchen performance to verify gaps and observe continuous improvement.
  • Evaluated employee performance regularly, addressing any skill gaps or growth opportunities through ongoing training initiatives.

Debt Collector Agent

Portfolio Recovery Associates
09.2009 - 12.2012
  • Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
  • Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.
  • Collaborated with team members to identify trends in non-payment behaviors, developing targeted collection strategies.
  • Contributed to a supportive work environment by sharing best practices and assisting team members in achieving departmental goals.
  • Established positive rapport with customers during difficult conversations, leading to more cooperative attitudes towards settling unpaid balances.
  • Exceeded performance goals through proactive outreach efforts and exceptional negotiation skills in securing repayment agreements.
  • Maximized debt recovery by diligently tracking down and contacting delinquent account holders.
  • Collected on delinquent accounts to reduce overdue balances.

Education

High School Diploma -

Deep Creek High School
Chesapeake, VA
06.2005

Skills

  • Problem-Solving
  • Time Management
  • Customer Service
  • Team Building and Leadership
  • Training and mentoring
  • Team Development
  • New Hire Training
  • Handling Escalations
  • MS Office
  • Call Monitoring
  • Leading Team Meetings
  • Call Center Operations
  • Quality control
  • Blueprint interpretation
  • Operations management
  • Excellent problem-solving skills

Timeline

Equipment Control Clerk

DCI Connect
01.2025 - Current

Customer Service Supervisor

T-Mobile
03.2022 - 10.2024

Collections Account Manager

CKS Financial
05.2019 - 01.2022

Floor Salesperson

Home Emporium
11.2016 - 02.2019

Kitchen Manager

Red Robin
03.2013 - 01.2016

Debt Collector Agent

Portfolio Recovery Associates
09.2009 - 12.2012

High School Diploma -

Deep Creek High School

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Joseph Evans II