Joseph A.
Senior Customer Service and Operations Specialist
Open to offersNew to PlatformAbout
Joseph S. is a seasoned professional with over 10 years of expertise in Customer Service, Technical Support, and Operations within the telecommunications, healthcare, insurance, and virtual assistance sectors. As a former Team Manager, he has demonstrated a proven capability to enhance customer satisfaction, foster high-performing teams, and adeptly manage complex customer issues via phone, email, and chat. His role as an Automotive Insurance Specialist at EXL Services involved resolving inquiries on auto insurance policies and ensuring compliance with SLA. As a Virtual Assistant for DOZA IT Solution, Joseph delivered remote administrative and customer support, showcasing his skill in maintaining high satisfaction levels. Additionally, at Alorica, he provided efficient technical support, addressing hardware, software, and connectivity issues. Throughout his career, Joseph has consistently achieved outstanding results, such as reducing team attrition rates and improving service quality through strategic leadership and coaching, underscoring his profound impact across various industries.
Experience
Automotive Insurance Specialist
EXL Services · 2024 — 2025Addressed customer inquiries related to auto insurance policies, renewals, claims, and coverage. Managed inbound and outbound communications through calls, email, and chat while adhering to SLA and compliance standards. Ensured accurate documentation was maintained.Virtual Assistant
DOZA IT Solution · 2023 — 2023Delivered remote administrative and customer support via phone and email. Handled client concerns swiftly, ensuring high levels of customer satisfaction.Technical Support Representative
Alorica · 2022 — 2023Identified and resolved hardware, software, and connectivity problems. Leveraged internal knowledge bases to provide efficient technical support.Customer Service Advocate
Optum · 2019 — 2020Supported members with inquiries regarding healthcare benefits and coverage. Maintained compliance with HIPAA regulations and ensured service quality.Customer Service Representative
Concentrix PH · 2019 — 2019Offered technical and order support to customers in the Australian telecommunications sector.Team Manager
Sutherland Global Services · 2010 — 2014Managed and mentored a team of customer service representatives. Focused on reducing attrition rates and enhancing productivity, quality, and customer satisfaction through consistent coaching.Technical Service Representative
Teletech · 2009 — 2010Provided troubleshooting assistance for internet and email issues to Australian customers. Achieved recognition as one of the top Technical Service Representatives with excellent customer satisfaction ratings.Team Leader
Bluebean Inc. · 2006 — 2008Directed a customer service team with an emphasis on delivering quality and accuracy. Received the Globe Diamond Award for exceptional performance.
Skills & Expertise
Education
- Bachelor of Science in Business Administration Major in Management Information SystemsAMA University (OEd)
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