Joshua Walters
About Me
Introduction:
Hello and welcome to my page!
Just a quick introduction to who I am and what I have to offer-
I have worked in the customer service industry almost all my life, and it has given me the joy of educating both customers and coworkers alike. I have always enjoyed learning new things, and that joy is only bested by one other sensation, teaching new things to others! Whether its teaching coworkers the importance of customer service, or educating my customers on different types of jewelry or how to invest into their 401k, I enjoy finding the best way to impart knowledge. The most important aspect of teaching new information to others though is knowing everyone learns at a different rate, and in a different way. Its a thrill to finally see the information click in the eyes of my student as they truly grasp the information I impart on to them!
Education
Montgomery Country Community College
Liberal Studies
December 2017
Uni-Prep
TESOL CERTIFICATE
October 2019
Experiences
Sales Associate/Customer Service Lead/Jewelry Department Manager
Nieman Marcus Last Call
July 2012 to January 2016
Developed rapport with the customer base by handling difficult issues with professionalism
• Addressed customer inquiries and resolved complaints.
• Addressed negative customer feedback immediately.
• Shared product knowledge with customers while making personal recommendations.
• Frequently communicate with store buyers and repair centers to locate product for customers.
Effectively communicated with team members to maintain clearly defined expectations.
• Trained new staff on registers and how to deliver outstanding customer service.
• Created training manuals targeted at resolving even the most difficult customer issues.
• Developed and implemented policies, procedures and process improvement initiatives to improve retention rates, increase customer satisfaction and to uphold loss prevention standards.
Retirement Plan Specialist
Randstad - Vanguard
January 2016 to December 2016
Retirement Plan Specialist who assists clients over the phone with questions about plan details and processing loans and withdrawals against participant based 401k accounts. Submitted problem resolution cases in event of system or user error. Applied policies, procedures and federal laws in assisting clients in all of their financial needs. Adhered to company standard regarding call times and information accuracy.
Data Reconciliation
Randstad - Vanguard
May 2017 to Current
Resolved hundreds of data errors daily involving incorrect names and social security numbers attached to retirement plans. Used systems such as Lexus Nexus to research and verify the correct social security number before merging profiles or creating error tickets. Requires critical thinking and problem solving skills to determine best course of action and resolution.