Josh Bears Email & Phone Number

Portland, Me, Us

Portland, Maine Area

Portland, Maine Area

2016-Present CashStar Seasonal Customer Care SpecialistSuccessfully handled a high volume of calls while providing a high level of customer servicePositive, friendly and professional phone demeanor. Unflappable with escalated or angry customers and able to remain calm under pressureAbility to multitask between phone calls and Zendesk tickets with a high degree of efficiencyEfficiently funneled complaints and escalations to management via either email or creating support escalations in ZendeskPrompt and reliable attendance record

Greater San Diego Area

• Observe customer transaction patterns to determine if fraudulent activity is present and take appropriate action to mitigate losses• Handling high a high volume of inbound calls from customers and branches. • Removing blocks or reissuing cards when necessary• Provide a successful resolution with every customer encounter• Investigate and evaluate fraud by contacting account holders• Provide a high level of customer satisfaction• Analyze the existing fraud system programs to ensure proper placement of controls, and improve efficiently• Detailed documentation of customer’s file in accordance with policy and procedures

• Resolved member concerns and inquiries including price verifications within a 24 hour window• Accepted 10-15 daily inbound customer complaints in the internal system, and then reached out to the customer for service and resolution• Worked with customers to gather additional information/feedback and would route this information to the appropriate department for further resolution or approval • Coordinated with other departments to insure customer satisfaction• Oversaw a pipeline of 100 cases nationwide • Showed empathy and understanding throughout mediation between the members and dealerships• Made an average of 50+ calls per day depending on call length • Employee of the Month for October 2013

Greater San Diego Area

• Made outbound calls to prospective students focusing on the benefits of the programs offered by the University• Kept a student retention rate of 90%• Conducted preliminary evaluation of existing post-secondary education and advising potential students on the transfer of credits• Made 100+ calls per day working off of a callback queue• Provided support to new students to aid them in completing their first class successfully

Bangor, Maine Area

• Completed both inbound and outbound calls ( 60+ per day)• Negotiated payment arrangements and follow up with customers• Established reputation for outstanding customer service• Resolved issues in a timely manner working off of an auto dialer • Winner of the ABC (Attitude Belief Commitment) Award

Augusta, Maine

Bachelor Of Arts - Ba, Broadcast Journalism

Bachelor Of Arts (B.A.), Journalism

Associate Of Science (As), Communications

Education record