Clarens Joseph

Experience

• 

  Delta Air Lines

  Nov 2016 - Aug 2021

  Customer Care Manager

  • Drives operational excellence.• Creates an environment that cares for our frontline team members and celebrates the team successes.• Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies.• Provides frontline team exceptional support through a variety of mechanisms for them to deliver superior customer service.• Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors• Promotes an environment of mutual respect and trust between frontline team members.• Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity.• Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance.• Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels.• Ability to work extra hours when there are operational needs.• Ability to work rotating shifts including weekends, holidays and days-off. Show less

• 

  General Board of Global Ministries

  Sept 2021 - Mar 2024

  Bilingual Program Manager

  • Lead the Customer Care team, setting and maintaining high customer service standards.• Provide coaching, training, and ongoing evaluation to drive excellence in performance.• Generate and analyze reports to monitor team productivity and key performance metrics.• Drive customer advocacy through process improvement initiatives and feedback implementation.• Actively contribute to the weekly "Customers are Forever" meeting, providing progress updates.• Collaborate across departments to implement best practices for comprehensive customer service.• Troubleshoot technical issues and provide guidance to customers on product features.• Analyze and report product malfunctions, ensuring internal databases are updated.• Monitor and address customer complaints, providing proactive assistance and support.• Share valuable insights and workarounds with team members to enhance product offerings.• Inform customers about new features and functionalities to maximize their product experience.• Take ownership of Zendesk, ensuring effective utilization and administration.• Oversee ticket quality, quantity, monitoring, and improvement efforts.• Serve as the escalation point for complex customer issues, ensuring timely resolution.• Follow up with customers to gather feedback and identify areas for service improvement.• Provide valuable customer feedback to internal teams for continuous improvement.• Assist in the development of Help Center content and other educational resources. Show less