Joshua Jackson

Hospitality Professional

Project CoordinatorOffice AdministratorResearch AssistantOffice AssistantExecutive AssistantPersonal AssistantAdministrative AssistantAssistantComplaint Resolution SpecialistService Quality ManagerCustomer Care SpecialistLive ChatChat SupportClient Relations SpecialistCase ManagerCustomer Success ManagerHelp Desk SupportCustomer ServiceTechnical Support AgentCall Center TrainerCall Center SupervisorSupport SpecialistCustomer Support RepresentativeCall Center🎓 StudentBusiness Owner

Joshua Jackson holds a Bachelor of Business Administration from Strayer University, with a concentration in Joe Gibbs Performance Management, completed in March 2023 with a 3.2 GPA. His professional background spans over five years, demonstrating strong experience in customer experience, operations management, and fraud detection across the hospitality and service industries. **Key Highlights:** * **Hospitality & Customer Experience:** Currently a Guest Experience Expert at Marriott Hotels, managing VIP relations, reservations, and ensuring high guest satisfaction. Previously supervised overnight operations and a team of 6 as Night Auditor Supervisor at Hilton Hotels, and provided exceptional service at Charter Communications. * **Operations & Fraud Detection:** As an Executive Customer Care Research Analyst at Hertz, he led approximately 30 fraud investigations daily and managed high-priority customer issues. At Ezcater, as an Operations Specialist, he managed up to 400 daily orders and achieved a 90% resolution rate for over 200 weekly customer issues, utilizing SQL for data analysis. * **Team Leadership & Process Improvement:** Supervised team members, delegated tasks, and supported management in implementing new policies and procedures to improve operations at Hilton Hotels. Collaborated cross-functionally at Hertz and Ezcater to enhance operations and customer experience. * **Key Skills:** Proficient in Operations Process Management, Fraud Detection, Inquiry Response, Research & Analysis, Risk Management, and Cross-Functional Collaboration.