Joe Lipinski Email & Phone Number

Washington, Dc, Us

United States

Greater Pittsburgh Area

- Lead and optimize the customer experience and support operations across phone, live chat, and email channels, serving a global user base of over 3.5 million.- Designed and implemented a comprehensive performance management program for the customer service team, integrating KPI tracking and regular performance reviews to drive continuous improvement.- Achieved a significant reduction in team response times, improving from an average of one hour to under 15 minutes, enhancing user satisfaction and team efficiency.- Spearhead customer retention initiatives by collaborating closely with site engineers and executives to resolve issues swiftly, ensuring seamless support and satisfaction.- Manage key customer-focused programs, including arbitration and profile review, to uphold service quality and user trust.- Provide high-level administrative support for the CTO, CEO, and other executives, coordinating essential tasks and special projects as needed.- Conduct in-depth research, planning, and oversight for the implementation and testing of new website features, contributing to an improved user experience.- Developed and standardized company-wide branding strategies, ensuring a cohesive brand message and improved market positioning.

Pittsburgh, Pennsylvania

- Consistently achieved a 5/5 customer satisfaction rating in over 90% of interactions across 9 consecutive quarters.- Honored with three Employee Recognition Awards for consistently surpassing role expectations and delivering outstanding service.- Leveraged Apple Certified iOS Technician (ACiT) expertise to perform efficient and high-quality iOS repairs, contributing to the team’s technical capabilities.- Proactively trained and mentored new hires and less experienced team members, strengthening team cohesion and knowledge sharing.- Enhanced store repair efficiency by developing and implementing strategic service improvements, significantly reducing repair times and improving the customer experience.

Woodbridge, Va

- Improved customer service key performance indicators (KPIs) by as much as 20 points- Led and developed over 35 team members including hiring, scheduling, coaching and development- Responsible for over $2M per year store; exceeded sales results — both forecast and last year (LY) — by identifying and executing merchandising and customer experience opportunities

Arlington, Va

- Led the second largest recreational culinary program in the country- Regularly outperformed revenue and payroll forecast by several percentage points- Improved customer acquisition rates through targeted merchandise and service strategies- Hired, led, and developed over 30 team members; drove increased results through performance management- Promoted from Assistant Manager to Senior Manager in less than 8 months

Clifton, Virginia

- Led and developed 4 employees as the Leader of the garde manger team- Researched, developed, and executed new menus and dishes

Gaylord National Harbor, Md

- Managed 4 employees as the leader of the Prep Team- Worked pantry, raw bar, and prep stations, with experience on grill, fry, and sauté stations - Performed administrative duties such as composing prep lists and contributing to recipe creation.

Dulles, Virginia

- Responsible for customer satisfaction, customer safety, and flight security - Gained customer service experience in a time- and safety-sensitive setting

Pittsburgh, Pa

Worked all stations (fry, pizza and cash register).Received, communicated and prepared orders for customers.Fabricated, packaged and delivered corporate orders.

Homestead, Pa

- Part-time job performed while in high school- Worked milkshake, fry and dish stations.

Bachelor Of Science - Bs, Cybersecurity And Information Assurance

Activities and Societies: National Honors Society Member - Order of the Shield & Sword Western Governors University Cyber Club Member

Associate Of Arts And Sciences (Aas), Hospitality Management

Activities and Societies: MLA Blackbox Competition - second place winnerMagna Cum Laude Dean’s List Guest Lecturer

High School Diploma

Activities and Societies: Mock Trial team