Joshua Riewe Email & Phone Number

Milwaukee, Wisconsin, United States

-Directly manage five departments comprising the Customer Experience Department-Led reorganization of Customer Experience Department-Implementation of Salesforce.com CRM-Introduction of Continuous Improvement Program for Customer Experience team-Implementation of KPI performance based management-Leading cross functional team to determine best way to.

Milwaukee, Wisconsin, United States

• IT Project Management
• Salesforce Administrator -Full implementation of Service Cloud -Full design of platform for the company -Full upkeep and integrity of data -Monthly sprints to increase productivity -30% increase in case closure rate
• Digitization -Implementation manager for Microsoft Cloud -Implementation manager for Docusign and integration into Salesforce Customer Service/Inside Sales
• Train, monitor, and coach the customer service and sales team -Manage 60% of company revenue -Manage team of 12 sales and service reps -Increase quote approval rating by 33%SOCIAL MEDIA MANAGEMENT
• Administrator and Engagement Manager for Social Media Platform
• Content creation

Greater Milwaukee Area

• Salesforce Administrator -Full implementation of Service Cloud -Full design of platform for the company -Full upkeep and integrity of data -Monthly sprints to increase productivity -30% increase in case closure rate
• Digitization -Implementation manager for Microsoft Cloud -Implementation manager for Docusign and integration into Salesforce
• Train, monitor, and coach the customer service and sales team -Manage 40% of company revenue -Manage team of 12 sales and service reps -Increase quote approval rating by 33%
• Process and procedure development and implementation
• Subject matter expert for continuous improvement
• Data interpretation and review

West Allis, WI

Owner and photographer. Responsible for all facets of ensuring the best photos and experiences for all of my clients!

Milwaukee, Wisconsin

• Train, monitor, and coach the customer service and sales team
• Manage collections and accounts receivable for the brand
• Manage shipment verification and invoice accuracy for 120 vendors
• Process and procedure development and implementation
• Subject matter expert for continuous improvement
• Maintain cost control and margin expectations to improve operating profits

Delafield, WI

• Train, monitor and coach Client Support employees to ensure a high level of quality, production and performance across all of the different shifts covered by the team.
• Ensures daily, weekly and monthly reports are created and accurate.
• Forecast staff levels based on trend reporting
• Serves as point of contact for client escalations in a timely manner.
• Works with cross functional teams to discuss client performance, client escalations or client trends.
• Develops and implements process improvements and best practices and regularly evaluates the team’s progress against these practices.

Greater Milwaukee Area

Day to day operation management of customer care teamDevelopment of score card system Mentoring and development of fifteen team members

Greater Milwaukee Area

• Development of National Service Account Service Team
• Account management and financial growth of multiple accounts
• Business to business sales and service in excess of ten million dollars
• EBIT Management
• Profit and Loss Management
• Contract negotiation and management -Responsible for the contract renewal of second largest National Account

Wauwatosa, WI

-Manage national customer service for JCPenney Furniture -Director of company customer service procedures-Development of 75 associates including 13 supervisors-Project manager for transition of furniture delivery-Assurance of procedure compliance-Assurance of Sarbanes Oxley compliance-Management of customer service centers in three states -Managed call.

Managed appliance department at store level with one million dollar annual budget.