Joseph R.

About Joseph R.

Dynamic and results-driven professional with over 14 years of experience in customer service, team management, and operations. Proven track record in enhancing customer satisfaction and achieving key performance metrics, including a 90% customer satisfaction rate and 1st place in Key Result Areas (KRA) for two months at Mammoth Mountain Ski LLC. Skilled in CRM systems, strategic problem-solving, and event coordination, with a strong ability to manage high-volume inquiries and deliver exceptional service. Seeking to leverage expertise in a Call Center Agent role to contribute to a dynamic team environment.

Experience

1. Customer Service Team Lead

   Bass Pro Shops

   Mar 2026 — Present · Reno, NV, US

   Supports the GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals.Provides daily direction to the associates within the department.Prepares to-do / Task lists.Executes all merchandising directives i.e. “Top 25 list”, “Extreme Savings” items, etc. & maintain all plan-o-grams as set by the Corporate Office.Insures a pleasant and productive shopping experience for all customers.Assists the GSM / DM and Human Resources Manager to staff the department with “service” oriented associates; participates in interviewing and makes recommendations for selection; coordinates training; consults with GSM and gives input on preparation of performance appraisals; prepares weekly work schedules; coaches and motivates associates to promote positive customer relations and a productive team-oriented work environment.Resolves customer and associate opportunities with GSM / DM and HR Manager.Maintains a high level of personal Customer Service; achieves better than Company average customer service results (surveys, secret shops, etc.).Remains Product “expert” through ongoing product knowledge training; conducts product demos to entire staff.Assists the GSM / DM with coordination of all “Special Events”; maintenance of pricing and UPC integrity; determining proper assortments; accuracy of inventory; proper display, signing and pricing of all advertised items.Assists the GSM / DM in carrying out Supervisory responsibilities in accordance with the Company’s policies and applicable laws, including interviewing, training, planning, assigning and directing work, measuring and evaluating performance, addressing complaints and resolving problems, maintaining a positive, harassment free working environment for all associates.Provides a legendary experience for every customer, every time by assisting customers in making buying decisions by:identifying and evaluating customers\' needs,making product recommendations based off of this analysis

Education

• James Logan High School

  High School Diploma, General Studies

  1999 — 2003

• Southern New Hampshire University

  Associate of Arts - AA, Liberal Arts and Sciences/Liberal Studies

  2021 — 2026