Joseph Wall Email & Phone Number

1208 Vfw Parkway

Leads operations for the technical support team, advises on performance, and oversees process improvement Hires and trains other agentsProvides account management for 10 enterprise level accountsImproves efficiency and response time for inbound and outbound tickets Responds to escalated calls and ensured complex tickets received resolution in efficient time period Liaises with product managers and programmers to review pending technical support cases and ensure timely resolution. Clears backlog as needed.Reviews and audits tickets for quality assurance and provides constructive feedback as necessary to agentsSupports testing and quality assurance on user interfaces including Point-of-Sale Systems, website, and app Builds and creates encrypted payment processing systems Created and oversees a knowledge base center for team membersReviews software and hardware issues within POS devices, pay stations, gates, LPR systems, websites, and apps

Served as the first point of contact for all customers and sites nationwide and ensured timely resolutionResearched ticketing system and assisted in vendor selectionDeveloped procedures and structure for the departmentServed as team lead for at least 10 agents at any given time and created a script used for agents to use on callsFixed hardware for payment processing units and systems as needed

Established procedures for operations and logistics including researching and documenting requirements and hiring vendorsPreconfigured all units prior to shipments for improved customer experienceImplemented a return policy to fix and refurbish units Worked directly with vendors to ensure workflow efficiency.Reduced overstock and improved data access by developing an item code system for departmentsPrototyped hardware equipment to be used in the field including IP integration boards and additional products

Established sales scripts for sales team with VP of Sales that are still used today Improved workflow and customer experience by generating intake form for potential new customersCompleted cold calls across many regions in the US and closed sales

1680 Vfw Parkway

Served as the first point of customer contact and contributed with opening and closing procedures of the store.Reliable for day-to-day operations of the store and taking care of customers.Executed management leader skills by helping employees with difficult customers and tasks.Making sure every employee took a break and was covered.Fixing hydraulic equipment with the general manager.Demonstrated hard work skills and getting out details for customers quickly and up to the standards of the customer and company.Displays superior social and educational skill by providing exceptional hospitality through customer interaction. Responsible for taking damage claims and telling the general manager to order supply when necessary.

Fenway Park

Served as going into the stands of the game and talking to customers.Making sales for the products given to me from management.Arriving to games on time to get my station and money readySetting up my booth and getting customers attention Giving customers a pleasant experience

High School Diploma

Associate'S Degree, Information Technologies