Joshua Apodaca Email & Phone Number

Dallas-Fort Worth Metroplex

Coppell, Texas, United States

• Collaborated in a team to deliver world-class customer service to maintain the great expectations of a leading brand. • Assisted with troubleshooting technical issues on the website and mobile app (iOS and Android). • Adapted to regularly changing circumstances and trends, and held above a 95% QA and customer satisfaction rating. o Recognized for top QA performance for 3 months in a row. • Duties specific to my role in the team include: o Collaborating with the developers to improve the user experience based on their feedback. o Investigating the circumstances of chargeback payments, and representing the company in the chargeback dispute process.

Irving, Texas

• Operated in a business-to-business customer service setting, assisting users with usage questions and bug reports. • Worked closely with the database administrators to address SQL table discrepancies related to reported issues. • Managed users in Active Directory to assign permissions, assist with credentials, and troubleshoot access issues. • Documented common issues in the Salesforce ticketing system to more efficiently troubleshoot in the future.

Sherman/Denison, Texas Area

• Took ownership of escalated calls and oversaw a help line for any level 1 agents needing guidance on their calls with customers. • Gained valuable experience working under pressure in a high-volume call setting, using empathy and negotiation to de-escalate tensions and concerns.

Computer Science

Associate'S Degree, Computer Science

Computer Science