Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Joshua Coventry

Las Vegas

Summary


Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Call Center Representative

Intouch CX
02.2025 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.

School Bus Driver

First Student Transportation
08.2021 - 03.2023
  • Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
  • Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
  • Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
  • Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
  • Transported passengers safely along prescribed routes according to tight schedules.
  • Ensured proper bus equipment functionality through regular checks of lights, signals, mirrors, brakes, tires, and other essential components.
  • Enhanced student safety by strictly adhering to bus routes and schedules, as well as enforcing established behavior guidelines.
  • Complied with all relevant state and federal regulations regarding school transportation services, ensuring the safety and well-being of students at all times.
  • Obeyed federal, [State] and local traffic laws and regulations to enable safe transportation outcomes for participants.
  • Demonstrated strict adherence to safety regulations and traffic laws to safeguard passengers.
  • Developed positive relationships with students, faculty and parents to support continuous rapport and communication.

Party Bus Driver

Sip N' Play Tours
07.2021 - 11.2022
  • Kept bus interiors clean and tidy to provide comfortable passenger environments.
  • Completed pre- and post-trip bus inspections for safe passenger transportation.
  • Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
  • Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
  • Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
  • Ensured timely arrivals and departures by strictly adhering to schedules and effectively managing unforeseen circumstances.
  • Assisted passengers with disabilities, ensuring safe boarding, comfortable travel, and proper disembarking procedures were followed.
  • Navigated challenging weather conditions safely while keeping passengers informed of potential delays due to hazardous road situations.
  • Received excellent customer reviews for friendly, punctual transport services.

Education

Certificate of Completion - Building And Apartment Maintenance

Sierra Nevada Job Corps
Reno, NV
08-2015

High School Diploma -

Mojave High
Las Vegas, NV
06-2014

Skills

  • Problem-solving skills

  • Customer support

  • Data entry

  • Customer service

  • Call center customer service

  • Verbal and written communication

  • Resolving issues

  • Inbound phone calls

  • Call center operations

  • Communicating with clients

  • Answering questions

  • Complaint resolution

  • Calm disposition

  • Building rapport

  • Cash handling

Accomplishments

  • Supervised team of 18 staff members.

Languages

English
Native or Bilingual

Certification

  • Licensed Osha 10

Timeline

Call Center Representative

Intouch CX
02.2025 - Current

School Bus Driver

First Student Transportation
08.2021 - 03.2023

Party Bus Driver

Sip N' Play Tours
07.2021 - 11.2022

Certificate of Completion - Building And Apartment Maintenance

Sierra Nevada Job Corps

High School Diploma -

Mojave High

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Joshua Coventry