Joshua Vela
About Joshua Vela
Joshua Vela is a Call Center Supervisor at Minted, where he has worked since 2014. He has extensive experience in customer service, having previously held roles at Old Republic Home Protection and Walgreens.
Work at Minted
Joshua Vela has been employed at Minted since 2014, initially serving as a Customer Service Specialist. In 2015, he transitioned to the role of Call Center Supervisor, where he has worked for nine years. His responsibilities include managing team schedules, which encompass breaks and lunches, to enhance productivity. He also monitors contact channel volume to ensure that service level agreements are consistently met.
Previous Experience in Call Center Operations
Prior to his tenure at Minted, Joshua Vela worked at Old Republic Home Protection as a Call Center Auditor from 2007 to 2012. During this five-year period, he provided coaching feedback to seasonal agents to help improve their performance. He also collaborated with the Shift Manager and Supervisor on special projects aimed at managing contact backlogs. Additionally, he served as a Shift Supervisor at Walgreens for one year, from 2013 to 2014.
Education and Certifications
Joshua Vela completed his high school education at South Houston High School, where he studied Business/Commerce, General, and earned his High School Diploma from 1997 to 2001. He furthered his education at Gary Job Corps, studying Lithographic Printing, and achieved certification as a Lithographic Printer in 2002.
Skills in Coaching and Performance Management
In his role as Call Center Supervisor at Minted, Joshua Vela is responsible for providing coaching feedback to agents, which is aimed at enhancing their performance. His experience in managing team schedules and monitoring contact channel volume demonstrates his skills in performance management and operational efficiency.