Joshua Yowell Email & Phone Number

Fort Lauderdale, FL, US

Miramar, Florida, United States

• BetterNOI, Miramar, FL - SaaS company providing tenant lifecycle solutions for the multifamilyhousing industry.
• Scaled cross-functional teams to provide increased support for new software rollouts and customer training sessions.
• Collaborate closely with our CTO and Engineering team to identify and eliminate customer pain points while continually improving our proprietary software.
• Oversee daily departmental operations for 70% of the company including client support, applicant verifications, criminal research, disputes & compliance.
• Reengineered procedural and organizational structure to reduce OPEX by 17% while increasing output by 12%.
• Navigated several new software product rollouts while managing internal and external expectations through agile problem solving.Director, Client Support, June 2021 – Dec. 2021

Sunrise, Florida, United States

• Leader of leaders, directly manage the Team Lead and Engagement Specialist population.
• Assisting Director in buildout of new call center, including equipment research and ordering, vendor bidding, supply logistics, etc.
• Representing EC business unit in multiple process improvement workstreams such as Welcome Email Participant Enrollment, clarifying Member outreach and increasing participant click-through.
• Continue to play integral role in hiring and onboarding new EC Specialists and Team Leads, increasing FTE headcount approx. 600% in 9 months.

Sunrise, Florida, United States

• Provide a team of 15-20 Engagement Specialists with the support and resources needed to consistently meet and exceed KPI’s.
• Apply servant leadership coaching style to increase employee satisfaction and identify talent for advancement from within.

Sunrise, FL

• Successfully built out new business unit concept from the ground up with minimal direction.
• Manage relationships for the largest coach team of 19 FTE’s supporting largest CCP population in the network.
• Effectively utilize virtual channels to work with counterparts and leadership across the globe.
• Work closely with various groups to identify patterns and support defect elimination.
• Drove site-wide increases in key metrics of Customer Satisfaction, Refer To Friend & First Call Resolution.
• Drove consistent change management through process “sprints”

Plantation, FL

• Manage and support top tier SME supervisors in our escalation/assist gate.
• Handle high level escalations and diffuse CM situations before they reach Executive Offices.
• Provide resources and support to the general Team Leader population and Senior Leadership.
• Use of exemplary judgment during account audits and card member considerations.

Ft. Lauderdale, FL

• Directly manage 15+ Customer Care Professionals
• Provide support and motivation to direct reports through a servant leadership philosophy
• Ability to effectively communicate both positive and difficult messages clearly
• Accurately disseminate correspondence and data received from senior leadership as appropriate
• Reinforce our Relationship Care ethos and ensure Blue Box values are being adopted
• Use of exemplary judgment during account audits and card member considerations

Ft. Lauderdale, FL

• Mentored newly hired CCP’s throughout classroom and on-the-job training
• Supported the Learning Specialist in daily delivery of classroom curriculum
• Provided clear and concise verbal/written coaching and feedback during OJT

Ft. Lauderdale, FL

• Made numerous value-based decisions daily through balancing business and consumer needs
• Took pride in delivering consistent and accurate messages to our customers daily
• Provided unparalleled personal and professional service to 100+ card members each day
• Sat on the Employee Engagement team which served to bridge the gap between CCP’s and leadership

Ft. Lauderdale, FL

• Consulted with prospects and served as a point of contact throughout the application and admission process
• Conducted interviews and effectively collaborated with the College of Pharmacy faculty
• Worked closely with senior-level administration to streamline enrollment processes
• Created and implemented a revised departmental Procedures Manual to drive increased consistency in procedures and messaging
• Extensive experience working with International students across multiple geographies

Ft. Lauderdale, FL

• Juggled an extensive set of responsibilities through multitasking and effective time management
• Worked very closely with the Director who was Mayor of Cooper City for 20+ years
• Assisted with her Mayoral re-election and her campaign for Supervisor of Elections through drafting speeches and presentations, consulting on advertising, coordinating fundraising efforts and speaking at community events
• Communicated with numerous community leaders, politicians and media outlets on behalf of the Director
• Sat on the board of the Campus Health and Wellness Initiative with several senior leaders
• Created the first comprehensive departmental Operations Manual that was in use until the center closed

Ft. Lauderdale, FL

• Full-time summer job during all four years of high school.
• Worked throughout the campus troubleshooting various technology issues.
• Setup and maintained computer systems and peripherals.
• Formatted systems and servers including installation of various types of software.
• Executed network analysis programs and assisted in fixing issues when necessary.