Joshua Mirambeau

Professional Call Center Representative with over 8 years of experience delivering exceptional customer service in high-volume, digital contact center environments. Proven track record in handling inbound calls and digital channels while expertly utilizing CRM systems to resolve member issues. Adept at seeking sales opportunities identification to drive growth while maintaining the highest level of service and member satisfaction.

WFH CSR - HOMESERVE USA - Orlando, FL

(2025-01)

• Communicate with members through digital channels and inbound calls to provide accurate and prompt resolution of inquiries, consistently meeting service level guidelines.
• Handle high volume call center traffic of 60+ inbound calls daily, utilizing CRM software to document interactions and ensure prompt resolution of billing discrepancies.
• Seek and identify sales opportunities identification during service interactions by providing tailored recommendations that foster long-term member loyalty.
• Develop strategies for enhancing overall member experience by delivering outstanding problem-solving skills in addressing recurring operational inefficiencies.
• Resolved associate and tool delivery issues revealed by statistical reports, maintaining the highest level of service in a high-pressure banking-adjacent environment.

Customer Service Representative Team Lead - INTOUCHCX - Altamonte Springs

(2023-01 - 2024-12)

Developed and supervised large teams in a high volume call center, providing guidance and direction for high-quality member care across digital channels.

• Handled escalated customer service inquiries and complex complaints to maintain satisfaction and resolve issues through active listening and open-ended questioning.
• Conducted regular performance evaluations focused on CRM proficiency and inbound call handling, providing constructive feedback to support professional growth.
• Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation in a high-volume contact center environment.

Team Lead - WALMART - Colorado and Massachusetts

(2017-03 - 2022-03)

• Sought and influenced positive change within the organization through strategic thinking and identifying sales opportunities identification to meet production goals.
• Increased member satisfaction by ensuring timely completion of projects and adherence to high-quality standards in a fast-paced retail banking-adjacent environment.
• Managed digital database entries by collecting, arranging, and inputting information to track team progress towards set targets and performance metrics.
• Coached team members in advanced customer service techniques necessary to complete job tasks and provide optimal coverage during high-volume periods.

High School Diploma - Computers - WINTHROP HIGH-SCHOOL (2007-06) Winthrop, Massachusetts