Joshua Tabbert Email & Phone Number

San Jose, CA, US

Eastsound, Washington, US

Hoboken, New Jersey, US

• Liaise between organization and 5 subcontracted Certified Implementation Partners with ~150 total projects, managing their performance and KPIs to improve client satisfaction and ensure consistent customer experience
• Improved CSAT score from 66% one quarter to 86% the next while contributing to partners’ increasing QA score from 77% to 84% YOY; continuously drive partners to improve through coaching and corrective action
• Leverage business and technical expertise to manage partner relationships, forecasts, program development, process automation, technical product support, and implementation delivery for company using best practices
• Manage end-to-end system life cycle development of hundreds of projects, from small to large-scale

Hoboken, New Jersey, US

• Provided customer service and technical support for 8 key accounts—including enterprise-level clients such as a major publicly traded corporation—solving complex, time-sensitive problems to maintain 88% retention rate
• Consistently earned Net Promoter Score of 9–10 by coordinating with sales, tech support, and other teams to ensure highest customer success levels, delivering products that delighted clients and met their business needs
• Acted as clients’ SPOC, developing and maintaining productive long-term relationships that increased their success through innovative process and technology improvements, as reflected by retention and NPS
• Single-handedly identified and provided feedback on opportunities to enhance products and services— through customer feedback and requests—that directly elevated customer experience and effectiveness

Vancouver, Washington, US

• Hand-picked by upper management to manage and act as primary POC for business unit client base of ~60, delivering exceptional CX and cultivating relationships to achieve >90% renewals—far above 80% goal
• Partnered closely with cross-functional departments, such as sales and operations, to meet nuanced customer needs, driving revenue growth and customer loyalty, and consistently earning “very satisfied” rating on surveys
• Coordinated and led frequent meetings with decision makers at all levels to create unity of effort; boosted productivity by collaborating with project management to remain informed and make educated decisions

Vancouver, WA, US

• Leveraged telecom experience to resolve complex customer concerns and supervisor-escalated issues in fast-paced environment, improving customer service and nearly eliminating escalations from managed accounts
• Trained and coached 50+ team members and new hires, ensuring optimized employee performance through complete understanding of responsibilities, policies, and procedures; many became outstandingly successful
• Acted as critical information resource and SME for network voicemail—a business-critical system—and advised enterprise and SMB customer service reps on varied products and services, enabling proper issue handling

• Spearheaded all operations of $1 million retail store location, expertly handling relationship management and controllable categories on profit and loss statements
• Earned recognition for outstanding leadership acumen in coaching and counseling of 10 associates
• Utilized in-depth human resources understanding to recruit, hire, train, and retain high-caliber talent, ensuring selection of qualified candidates

Richfield, Minnesota, US

• Promoted to positions of increasing authority and responsibility due to exemplary performance and strong management abilities
• Consulted and designed custom-tailored solutions for business customers while consistently exceeding sales targets, with $80K–$120K in monthly sales revenue
• Conducted extensive business networking through local Chamber of Commerce and marketing events, increasing brand recognition and building partnership while boosting sales
• Oversaw all store staffing needs, including managing 125–200 employees while monitoring for maximized productivity and efficiency

Richfield, Minnesota, US

Richfield, Minnesota, US

• Directly supervised 10–15 call center agents and promoted customer service agent career development
• Continually achieved and exceeded sales objectives for daily and monthly store goals
• Consistently surpassed all expectations, being awarded prestigious Appliance Summit sales contest

Monroe, LA, US

• Elevated to positions of increasing authority and responsibility for performance
• Delivered outstanding support in management of 106 inbound sales and service consultants
• Effectively led several new hire best-practices sales sessions for complex products

Undergraduate Coursework, Philosophy And Religious Studies

Associate Of Science (A.S.), Computer Systems Networking And Telecommunications

General Studies