Josh Wallace

Experience

• 

  QualitySmith, Inc

  Apr 2007 - Aug 2008

  Agent

  This was my first position in an office environment and is responsible for my customer service acumen. The goal of this job was to establish communication between home improvement contractors and home-owners who were in need of their services. Working with business-minded professionals and concerned clients really helped develop different tones to use when speaking to different parties. This is still an important skill that's always evolving.

• 

  Amazon

  Oct 2010 - Jul 2019

  As a founding member of the Social Media Support team for Amazon.com, I have had the unique opportunity to help define what customer service looks like in the Social Media realm for a large business. I have not only assisted with the North American team, but also the Spain, Italian, Chinese, and Japanese teams. The primary focus of this role is responding to customers, and fans, in an online public setting. By utilizing crowd-sourcing and 1:many communication tactics, Social Media is able to reduce overall contacts and provide customer service in a timely manner outside of the typical contact channels. Show less

  • Team / Project Manager

    Oct 2010 - Jul 2019

  • Social Media

    Oct 2010 - Jun 2017
• 

  Samsung Electronics America

  Jul 2019 - now

  Sr. Project Manager, CS

  I'm working on building the future of Customer Service for Samsung eCommerce!