Joshua Walker

Experience

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  US Army

  Aug 2007 - Jul 2012

  Human Intelligence Collection

  Supported critical operations, collecting data regarding enemy forces, strengths, and vulnerabilities toprovide counterintelligence for the success of tactical maneuvers. Key Accomplishments: • Conducted comprehensive screening and interrogations, gathering vital intelligence to be used inthe planning of military maneuvers. • Analyzed complex information from disparate sources, communicating insights andrecommendations regarding relations with foreign nations. • Exhibited keen analysis strategies, along with the ability to condense information, understandcomplex subjects, interpret maps, interactions and assimilate key information. • Worked collaboratively with the command to establish fact-finding protocols and ensure efficiency inintelligence reporting. • Demonstrated exceptional insight into human psychology, observing body language and facialcues, building rapport and fostering mutual understanding to solicit useful tactical information andsubstantiate existing information.Commendations:Army Commendation Medal Good Conduct Medal Overseas Service Ribbon OIF OND Soldier of the Month Show less

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  SD&A Teleservices, Inc.

  Aug 2018 - Nov 2018

  Sales Specialist

  • Ensured a memorable customer experience by using needs based selling strategies listening, probing, educating - determine the customer’s needs and help them select the appropriate products and services.• Answered customer requests or inquiries daily, up-selling products and/or services to the customer, identifying and resolving customer issues using problem-solving skills and building a positive rapport across a variety of personality types.• Maintained a high-volume workload within a fast-paced environment. Assisted an average of X# clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy, and volume).• Proficiently and professionally responded to customer and sales representatives’ questions pertaining to orders, product availability, back orders, price, products and services, procedures, and policy. Show less

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  Plaza Research

  Nov 2018 - Oct 2019

  Research Recruiter

  • Recruited, screened, and scheduled appointments for market research-qualified respondents.• Completed interviews and correctly collected and reported relevant data within the allotted time frame.• Participated in ongoing development through initial basic interviewer training, survey monitoring feedback, and various training programs.• Prepared summaries and survey data, including tables, graphs, and fact sheets that describe survey techniques and results and presented them to top management. Show less

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  Focus Pointe Global

  Nov 2019 - Dec 2020

  Market Research Interviewer

  • Successfully complete calls in compliance with maintaining a significant customer satisfactory quota.• Extract, collect and aggregate data across databases, information sources, internet, public and private databases, and other data sources.• Prepare, report , and summarize data that present results in a clear and concise manner to multiple departments within the organization.• Track Operational Metrics on current Markets and ongoing Marketing initiatives.• Meet company objectives continuously by identifying and defining objectives revolving around interview marketing research.• Interact professionally with customers, and gather valuable information concerning products, services, and experiences.• Handles numerous calls through computer software on a daily basis. • Increased operational effectiveness in interviewing through data driven insights.• Identify and conduct interviews with relevant customers, subject matter experts and others over the phone and in-person• Enter information from telephone conversations into Excel, ACT, and other computer software. Show less

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  Ponko Chicken

  Jan 2020 - Apr 2021

  Shift Manager

  • Record patron’s food orders on slips, memorizes orders, and manages food resources in a 50+ seat restaurant.• Address customer complaints in a timely and professional manner while promoting satisfaction, which increased recurring business.• Increase sales on average YoY through menu presentation of the restaurant’s offerings to customers.• Recognized by supervisors for offering recommendations, providing accommodations, and being helpful and resourceful throughout the shift.• Handle card and cash transactions, to ensure that all funds in the cash drawer are accounted for by the end of the shift.• Partner with team members to serve food and beverages that exceeded guests’ expectations.• Deliver exceptional menu knowledge and a friendly demeanor to customers, consistently scoring over solid satisfaction rating on customer surveys.• Develop relationships with locals to ensure repeat business and increased guest satisfaction. Show less

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  AT&T

  Dec 2020 - Sept 2021

  Customer Service Representative
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  T-Mobile

  Sept 2021 - now

  Answers telephone and written or Internet-based inquiries of a technical or complex nature from customers regarding company products. Support is primarily related to external clients but may also assist/advise internal clients. Analyzes non-routine problems with nonfunctioning electro/mechanical equipment or software applications to identify problem area(s) and recommend corrective action. Regularly requires deviation from standard screens, scripts, and procedures. Maintains log of problems so that recurring problems can be reported to product development. Handles problem resolution which may require follow-up and/or escalation to a higher level of expertise. Handles situations which require adaptation of response or extensive research according to customer response. May orient, train, or check the work of other employees. Show less

  • Coach Advanced Technical Support

    Apr 2025 - now

  • Business Technical Support Coach

    Dec 2023 - now

  • Lead Business Technical Support

    Apr 2023 - Dec 2023

  • T-Mobile Voice of the Customer (T-Voice)

    Mar 2022 - Dec 2023

  • Business Technical Support

    Sept 2021 - Apr 2023