Joshua Gilbert Email & Phone Number

United States

Senior Project Manager, Implementation

United States

Greater Memphis Area

A passionate and detail-oriented project management professional who is called upon to serve as a subject matter expert in Mimeo’s ever-expanding catalog of products, platforms and services. Primarily focused on onboarding and integration services, facilitates strategic planning and implementation of new processes and procedures to successfully assimilate new key strategic accounts. Coordinates the efforts of cross-functional teams that span multiple internal departments, scopes program and resource requirements, tracks and reports on progress toward the completion of critical goals and rocks, and manages dedicated personnel. Owns communication with various internal stakeholders throughout the organization, and with external contacts at all levels of business; relays progress, risks, roadblocks, and resolutions, captures and cascades user stories and critical business requirements, and drives adoption of sustainable, scalable solutions that are geared toward providing a strong return on investment.Previous positions with this employer include:Partner Relationship ManagerAccount Services Team Lead – Onboarding and OperationsOnboarding SpecialistAccount Services RepresentativeCustomer Support LiaisonSpecial Projects ManagerPreflight Auditor

Greater Memphis Area

Drove company revenue by successfully collecting outstanding debts and reconciling millions of dollars in post-audit deductions, while managing to preserve customer relationships to allow for future business.Selected Contributions Include: Escalated the company’s rate of collection on outstanding debts from past-due accounts from 70 to 90 percent. Recovered millions of dollars in lost revenue by successfully reconciling post-audit deductions from major corporations such as Wal-Mart and Autozone.

Greater Memphis Area

Led a company initiative to improve overall customer satisfaction by implementing a comprehensive quality assurance strategy that included the creation of a dedicated quality assurance department.Selected Contributions Include: Established and managed a quality assurance department that included four full time employees. Implemented call monitoring systems that recorded customer contacts, in order to evaluate employee performance and provide individual feedback for coaching and training purposes. Authored a comprehensive quality assurance manual that detailed policies, procedures and best practices for customer service contacts (phone and email) that included scoring and evaluation metrics for quality assurance personnel. Resolved escalated and severe customer service issues, and trained and coached employees on how to do so.