joshua wagner

customer service specialist

About

Experienced Customer Service Experience Manager with proven success in operations management, relationship management, new BPO site and language launches, employee development, cross-departmental partnering, creative problem solving. * Created strong teams who consistently out-performed the key metrics of 4% DSAT, 85% SLA and 12% Recontact Rate. * Struggling managers and supervisors were able to improve with my guidance taking their from upwards of 10% DSAT and 18% Recontact Rate to meet or exceed key targets. * Partnered with outsourcers to implement new processes and initiatives e.g. implementing and scaling social media teams * Launched four international call centers. Helped drive and define Netflix Culture within our outsource partners. * Facilitated more cohesion and teamwork within the management/supervisor groups through open feedback and honesty.

Country

united states

City

oregon

Industry

consumer services

Skill

training, customer satisfaction, coaching, customer experience, leadership, customer service, call centers, employee training, management, team leadership, team building, performance management, leadership development, call center, team management, technical support, microsoft office, recruiting, workforce management, quality assurance, public speaking, teamwork, outlook, employee relations, powerpoint, microsoft word, customer service management, social media, hiring, sales, teaching, organizational development, curriculum development, customer service training, editing, curriculum design, outsourcing management, social networking, call center administration, building relationships, inventory management

Experience

customer service specialist

double a solutions, llc

2020-6 - Present · 6 yrs 4 mos

shift supervisor

starbucks

2008-6 - 2008-12 · 7 mos

* Provided excellent customer service through speed of service to all customers. * Manage, and train all new incoming partners. * Effectively deployed the floor daily, order inventory.

director of admissions

anthem college

2007-8 - 2008-6 · 11 mos

* Managed and trained all admission representatives and introduced new strategies to gain enrollments. * Consistently exceeded all goals and metrics as outlined by the organization. * Responsible for analysis and trending of enrollments.

vendor manager - outsourcing operations

spotify

2017-2 - 2018-7 · 1 yr 6 mos

cs trainer

netflix

2008-12 - 2012-8 · 3 yrs 9 mos

Train and develop both new hires and veteran representatives and leaders. Developing and creating curriculum for up training and new hire training. Work with vendors in a coaching, feedback, and development capacity.

senior team manager

target

2018-9 - Present · 8 yrs 1 mo

customer experience manager, emea

netflix

2012-8 - 2016-6 · 3 yrs 11 mos

* Responsible for launching 4 sites with 3 outsource partners to offer in language support in chat, voice, and social media for Nordic languages, Dutch, German, French, Spanish, Portuguese, Italian and Arabic * Drive KPI performance goals of DSAT (Customer Dissatisfaction), Recontact Rate, AHT, Utilization, and SLA * EMEA operations are the highest performing in the Netflix Global team with a constant DSAT performance of 4% * Decrease customer dissatisfaction and improve efficiency through motivation and guidance to consistently reach 4% DSAT, 12% Recontact Rate, 85% SLA * Manage Efficiencies, staffing requirements, capacity planning at all fours sites where the number of staff ranged from 20 on site to 500 * Successfully identify negative KPI trends on the site, leadership, and agent level through reporting tools in order to continue to develop and coach the on site teams effectively * Craft effective communication and implement Center wide initiatives and expectations through detailed Memo’s and presentations to leadership and agents.