Joshua Armendariz

Joshua Armendariz Customer Experience Leader and Coach Personal Info Experience Address 1350 Speer Blvd Apt 459 Denver, CO 80204 - Customer Service Supervisor - Team Lead - Senior Customer Service Specialist Phone- E-mail- Skills Bilingual - Spanish 14+ Years of Customer Service Experience 12+ Years of Contact Center Experience 4+ Years of Leadership Experience Coaching (In-Person/Remote) Training On-Boarding New Hires Conducting Interviews Microsoft Office Skills (Outlook, Excel, PowerPoint, Word, Skype) Team Building Performance Management Net Promoter Score (NPS) Written/Oral Communication Skills Public Speaking Time Management Budget Management Liberty Mutual Insurance, Management & Support Responsibilities: • Managed day-to-day operations of a team of 12-15 customer service representatives • Conducted in-person and virtual interviews and rendered hiring decisions • Trained, coached, and on-boarded new hires • Drove performance of direct reports to align with company objectives through informal daily coaching and scheduled coaching sessions • Created a team environment where employees felt valued, motivated, and had a sense of belonging by building interpersonal relationships • Completed side-by-side and remote observations to ensure implementation of feedback provided in coaching sessions • Facilitated daily stand up meetings and monthly team meetings • Serviced escalated customer concerns • Managed a $10-15k annual budget which was used to build local employee recognition programs • Maintained files for each employee which included performance history, memos pertaining to conversations, and details regarding progressive discipline • Followed established procedures and applied critical thinking to situations affecting employees in order to educate on options such as ADA, FMLA, and/or LOA while working closely with HR case managers • Utilized problem solving skills to complete tasks independently but also sought the input of peers and management as necessary • Utilized NICE systems to create queries to listen to and evaluate phone calls Liberty Mutual Insurance, Management & Support Responsibilities: • Assisted supervisors with the growth, continuous improvement, and retention of direct reports • Assisted supervisors with new hire on-boarding by motivating and coaching a team of 12-15 agents by completing side-by-sides, sharing best practices, team building and providing encouragement for progress • Improved performance by utilizing resources and tools such as NICE systems, customer experience surveys, peer-to-peer feedback database, and performance data • Led project team of team leads which improved the organization's Net Promoter Score (NPS) through targeted focus coaching of up to sixty employees which included in-person and remote coaching Liberty Mutual Insurance, Retention Responsibilities: • Utilized ability to overcome objections to support retention, growth, and profitability • Coached new hires and tenured employees while driving improvement in performance • Drove positive customer retention results by overcoming objections and rebuilding strained customer relationships • Responsibilities of role built on responsibilities of prior roles • Met objectives and metrics as necessary for the role- Senior Customer Service Representative - Customer Service Representative - Referral Coordinator - Financial Services Representative Liberty Mutual Insurance, Rewrite Responsibilities: • Assisted customers with an array of complex requests including divorce procedures, deceased procedures, and state transfers • Coached new hires and tenured employees while driving improvement in performance • Assisted with call types that required knowledge of multiple job functions including sales, flood service, and customer retention • Achieved one of the highest bind rates in the Rewrite network while also meeting other objectives and metrics • Cross-sold additional policies to customers as appropriate based on customer's indirect needs as obtained through active listening • Member of committee dedicated towards creating a more engaged, customer-focused environment Liberty Mutual Insurance, Service Responsibilities: • Completed customer service requests while following standard operating procedures • Coached new hires and tenured employees while driving improvement in performance • Educated customers about their policy by tailoring approach for customer needs • Serviced policy requests which included vehicle, driver, and underwriting changes • Exceeded customer expectations using expertise, care, and empathy • Met objectives and metrics as necessary for the role Safelite Solutions, Insurance Referral Responsibilities: • Completed customer service requests to schedule glass replacement while following a strict script • Sold upgrades to customers using active listening to identify indirect needs • Met objectives and metrics as necessary for the role Fiserv, Online Banking Responsibilities: • Completed customer service requests while following standard operating procedures • Educated customers on features and benefits of online bill pay • Completed investigations on behalf of customers to find misapplied payments • Met objectives and metrics as necessary for the role Education 01-2019 present Current Student: South Mountain Community College, Business Management, AB Enrolled in Maricopa-ASU Pathway Program (MAPP) with anticipated transfer to ASU in Fall 2022 Licenses 10-2012 Property and Casualty Insurance License (NAIC)