Joel Mwanza
Germantown
Summary
Dynamic customer service professional with extensive experience at Walmart, recognized for enhancing team productivity and implementing quality control measures. Proven problem-solver with strong communication skills, consistently exceeding performance metrics. Expertise in customer relationship management and training, fostering a culture of continuous improvement and operational efficiency.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Insurance Community Center
07.2024 - 10.2025
- Resolved customer inquiries regarding insurance policies and coverage options efficiently.
- Documented interactions in CRM system to ensure accurate record-keeping and follow-up.
- Trained new representatives on company protocols and software tools for effective service delivery.
- Streamlined communication processes, enhancing response times for customer support requests.
- Provided feedback to management on process improvements to enhance operational efficiency.
- Mentored junior staff, fostering a culture of knowledge sharing and continuous improvement.
- Collaborated with cross-functional teams to identify trends and improve service solutions.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Sought ways to improve processes and services provided.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
Wireless Sales Associate
AT&T
11.2023 - 06.2024
- Assisted customers in selecting wireless plans and devices tailored to individual needs.
- Educated clients on product features, ensuring informed purchasing decisions.
- Managed inventory levels, optimizing stock availability for customer demands.
- Collaborated with team members to enhance store presentation and customer experience.
- Led initiatives to streamline checkout processes, enhancing operational efficiency in the store.
- Conducted training sessions for new associates on sales techniques and product knowledge.
- Resolved customer inquiries and complaints, maintaining high satisfaction rates.
- Maintained a clean and organized sales floor for an inviting shopping environment, resulting in higher foot traffic and sales.
- Handled customer returns and exchanges professionally, ensuring a positive outcome for both the customer and the business.
- Demonstrated expert knowledge of wireless products, plans, and features to effectively address customer needs.
- Demonstrated proficient product knowledge to customers and provided detailed product information.
- Maximized store revenue by cross-selling complementary products such as phone cases or screen protectors along with the primary device purchase.
- Assisted and supported training of new sales associates.
- Delivered exceptional customer service by quickly addressing concerns or inquiries, maintaining a high level of customer retention.
- Oversaw signage, pricing and shelf labeling to promote neat, professional presentation.
- Operated product tools, equipment, and point of sale terminals.
- Built rapport with clientele through active listening skills, understanding their unique requirements, and offering tailored solutions accordingly.
- Collaborated with team members to achieve high-performance results in a fast-paced retail setting.
- Monitored entrances and exits to promote store safety and minimize product loss.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Resolved account issues promptly by collaborating with support teams as needed, resulting in higher overall satisfaction ratings from customers.
- Stayed up-to-date on industry trends, new products, and service offerings to provide informed guidance to customers.
- Tracked and recorded department inventory of products.
- Maintained accurate records of sales and customer information.
- Prioritized helping customers over completing other routine tasks in store.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Customer Service Representative
Maxim Healthcare
02.2020 - 11.2023
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Managed high-volume calls while maintaining accuracy and professionalism in communications.
- Collaborated with team members to streamline processes, improving service response times.
- Documented interactions using CRM tools to ensure accurate record-keeping and follow-up actions.
- Trained new staff on best practices for customer engagement and conflict resolution techniques.
- Developed standard operating procedures for handling escalated complaints effectively.
- Analyzed feedback data to identify trends, contributing to service improvement initiatives.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Department Manager
Walmart
10.2015 - 02.2018
- Led departmental operations to optimize product placement and inventory management.
- Implemented training programs for staff, enhancing team performance and customer service standards.
- Streamlined communication between departments, improving workflow efficiency and collaboration.
- Analyzed sales data to identify trends, adjusting strategies to maximize revenue growth.
- Developed and enforced operational procedures, ensuring compliance with company policies and safety regulations.
- Mentored junior managers, fostering leadership skills and promoting a culture of continuous improvement.
- Coordinated seasonal merchandise planning, aligning inventory levels with projected customer demand.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Managed projects efficiently from inception to completion ensuring timely delivery within budget constraints.
- Implemented customer feedback mechanisms, leading to significant improvements in product offerings and service quality.
- Increased productivity by identifying bottlenecks and implementing targeted solutions.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
- Oversaw departmental budgets to ensure financial efficiency, leading to significant reduction in unnecessary expenditures.
- Spearheaded diversity and inclusion initiative, resulting in more cohesive and collaborative team environment.
- Enhanced team productivity by implementing streamlined workflow processes.
- Led cross-functional teams in high-priority projects, ensuring successful outcomes within tight deadlines.
- Developed comprehensive risk management strategy, mitigating potential obstacles to departmental success.
- Streamlined inventory management processes, resulting in more efficient replenishment system and reduced stock shortages.
- Facilitated team meetings to ensure alignment with organizational goals and to foster open communication.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
Associate of Science -
Montgomery College
Rockville, MD12-2015
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call control
- Customer communications
- Communicating with clients
- Appointment scheduling
- Answering questions
- Complaint resolution
- Calm disposition
- Building rapport
- Product knowledge
- Payment processing
- Gathering information
- Logging call information
- Database research
- Customer relationship management
- Quality control
- Cash handling
- Technical troubleshooting
- Training experience
- Sales expertise
- Documentation and reporting
- Sales closing
- Performance improvement
- Prospecting skills
- Record preparation
- Performance monitoring
- CallSelect
- Caller accomodations
- Call handling
- Script adherence
- Professional phone voice
Timeline
Call Center Representative
Insurance Community Center
07.2024 - 10.2025
Wireless Sales Associate
AT&T
11.2023 - 06.2024
Customer Service Representative
Maxim Healthcare
02.2020 - 11.2023
Department Manager
Walmart
10.2015 - 02.2018
Associate of Science -
Montgomery College