JOSHUA STEIN

Versatile IT & Client Solutions Professional

15+ years of experience spanning technical support, sales, customer service, and digital marketing across IT, telecom, and insurance sectors

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Allentown, PA

484-225-5220

me@joshstein.work

Core Competencies

Technical Support95%

Customer Service98%

Sales & Consultation92%

Problem Resolution96%

CRM Systems88%

Data Analysis85%

Team Leadership90%

Process Improvement87%

Customer Retention89%

Digital Marketing86%

Policy Compliance87%

Consultative Selling85%

Professional Experience

Back Office Manager (AT&T Escalations Help Desk)

Sequential Tech Intl.•Bethlehem, PA

6.21 – 9.22

Delivered high-touch service to AT&T escalated and VIP accounts via phone and email
Resolved billing, inventory, and technical issues, reducing churn by 23%
Collaborated with partner vendors to provide timely, customized customer solutions
Documented all interactions accurately in proprietary CRM systems
Mentored new agents on de-escalation strategies, improving team resolution times by 18%
Conducted root cause analysis for recurring issues and contributed to process improvements

Sales Representative (AT&T Wireline Division)

Sequential Tech Intl.•Bethlehem, PA

4.18 – 6.21

Consulted with customers to recommend service bundles (TV, internet, wireless), improving close rates by 31%
Performed data entry for account setup, contracts, and credit validations with 98% accuracy
Promoted new service features and executed soft upsells through value-based consultative calls
Managed a high-volume call queue of 50+ daily interactions while maintaining service excellence
Achieved monthly sales ranking in the top 10% for 9 consecutive months
Built rapport with customers through needs-based communication, increasing satisfaction survey scores

Technical Support Specialist

PlumChoice Inc.•West Palm Beach, FL

6.14 – 9.16

Delivered remote desktop support via phone, chat, and screen share
Managed software installs, malware removal, and troubleshooting with 92% first-contact resolution
Maintained detailed case notes to support data accuracy and ticket routing
Supported multiple national clients including ISP and OEM accounts under strict SLAs
Trained in empathetic communication techniques to ease frustration during technical issues
Created internal knowledge base entries to improve Tier 1 support accuracy

Health Insurance Agent

Clear Choice Health•West Palm Beach, FL

11.16 – 2.18

Handled inbound and outbound customer calls to analyze needs and recommend tailored policies
Exceeded monthly sales targets by 18% while maintaining compliance in sensitive payment data entry
Delivered clear and concise policy education, resulting in increased customer trust and conversion
Maintained a 100% compliance record with HIPAA and PCI requirements
Conducted post-sale customer follow-ups to ensure satisfaction and reduce cancellations
Cross-trained in Medicare Advantage offerings and ACA plans for wider client applicability

Certifications & Education

Certifications

Artificial Intelligence: Foundations of Prompt Engineering

Amazon Web Services

12.23 – Present

Google AdWords Certification

Google

11.16 – Present

CompTIA Project+

CompTIA

2013 – Present

CIW v5 & Web Foundations Associate

CIW

4.11 – Present

Education

High School Diploma

J. P. Taravella High School

Coral Springs, FL

5.01

Online course in Information Technology

Kaplan University-Des Moines Campus

Des Moines, IA

2008

Online course in Information Security

Western Governors University

Salt Lake City, UT

2010

Additional Credentials

Adult, Child and Baby First Aid/CPR/AED

American Red Cross

ServSafe Food Handler

ServSafe

CompTIA Security+

CompTIA

President's List Honors

Kaplan University

GPA of 4.0 in 2008-2009