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● Developed process improvement program to identify operational defects and streamlineoutdated procedures.● Brought concierge-level customer care to a multi-channel customer and B2B support department.● Built sustainable talent pipeline for business ramp-up, pre and post release of new software offerings.● Collaborate with CEO and CTO to strategize operational rollout plan for upcoming product releases.

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• Researched and assembled a 50+ page resource guide for struggling men, women and families• Created and executed numerous outreach programs and information sessions serving a broad audience

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.