Adrian Joseph Email & Phone Number

New York City Metropolitan Area

•Onboard customers from sales handoff to service activation, shepherding them through their installation and creating a positive first impression of what it’s like to do business with Pilot. •Coordinate with teams across Service Delivery (Construction, Network Operations & Support, and Fiber Engineering) to ensure our customers are regularly updated on the status of projects. •Provide account support via phone and a ticketing system for upgrades, downgrades, cancellations, moves, and billing changes.•Address non-technical customer issues promptly and efficiently, collaborating with cross-functional teams as needed.•Collaborate with the team on implementing customer retention strategies, both proactive & reactive.•Elevate both qualitative and quantitative data to the team and management with proposed solutions on how we can improve the customer experience.

New York City Metropolitan Area

Proactively and regularly engage with targeted accounts to deliver program insights, recommendations, and solutions.Work alongside sales, marketing, operations, and product teams to serve our clients needs seamlessly across our platform of services.Own the development, execution, and timely delivery of client materials for our B2B2C audiences.Maintain, manage, and execute the client communication calendars including partner onboarding, launches, and ongoing B2B2C campaigns.Measure & report on the performance of the team's B2B2C marketing efforts to inform future program efforts and product enhancements.Prepare monthly, quarterly, and annual utilization reports.Possess a relentless focus on client retention and satisfaction by delivering a high-end, meaningful client experience.Strategically identify service expansion opportunities for accounts that have growing human capital need.

New York City Metropolitan Area

As Account Manager at Justworks, I serve as a primary point of contact for 54 accounts, managing all aspects of the client's experience from feature inquiry to issue resolution to strengthen the customer value of our platform. I work with internal collaborators to proactively mitigate barriers in delivering the best-in-line service for our clients. Utilizing my strong organizational skills, I manage complex issues and streamline processes to ensure our customers achieve their desired outcomes while also protecting Justworks' best interests. I strategically communicate complex concepts related to health insurance, compliance, taxes, and other topics in a simple, user-friendly manner to ensure our customers have a clear understanding of our platform and related processes. In addition, I proactively monitor customer usage and account health, to identify areas for improvement or potential issues, collaborating with internal teams to address these matters in a timely and efficient manner.

Miami, Florida, United States

At American Airlines, I played a vital role as Customer Experience Lead Specialist dedicated in delivering exceptional customer experiences for our clients. Within this role, I identified opportunities to improve the client onboarding process, resulting in an 8% increase in customer satisfaction scores. Leveraging my problem-solving skills, I quickly and effectively resolved customer issues, employing root-cause analysis to identify the source of the problem, deploying the optimal solution, and implementing timely resolution or adjustment. Furthermore, I also managed a team of six customer success specialists, providing ongoing guidance, coaching, and support to ensure an exceptional customer experience. Collaborating with Sales and Product teams, I produced a comprehensive analysis report of customer behavior and user experience trends every quarter, informing decision-making and driving improvements. I established and maintained relationships with key stakeholders, such as suppliers, service providers, and internal teams, ensuring effective collaboration, communication, and issue resolution.

Master Of Arts - Ma, Human Rights

Bachelor Of Arts - Ba, Criminology