Customer Service Sales

Matt Hafford

Customer Support Specialist at Fab.com

****.*******@*****.***

Summary

Hard working, efficient & reliable Customer Support Specialist with experience in sales, customer service and

operations looking for a role in client management in which I can manage and grow the customer relationship

Experience

Customer Support Specialist at Fab.com

April 2012 - Present (1 year 9 months)

• Consistently maintained a high level of customer satisfaction in all transactions while achieving call time,

correspondence and client volume goals set by the organization

• Handled inquiries with regard to products, pricing, order expediting, customer relations and complaints

by communicating with customers in writing and verbally

• Track correspondence with customers in our CRM tool while submitting accurate forms for final

processing to the service center

• Recognized and diffused escalated customer situations in a patient, professional, and courteous manner

by actively listening, building rapport and displaying empathy with customers

• Responsible for reviewing response scripts and existing desktop solution tools to determine the

appropriate actions to take on customer inquiries

• Actively solved customer problems by communicating with third party vendors, product providers, our

warehouse and logistics companies to get inquiry answers

• Develop PowerPoint presentations on operational updates and deliver them to as many as 25

employees in both management and on the customer support team

• Identified inefficiencies in our refund process and decreased the number of steps involved to increase

operational efficiency and enhance customer satisfaction

Office Assistant at Essexville Medical Center

November 2011 - February 2012 (4 months)

• Handled all administrative duties including scheduling and confirming patient appointments, filing of

patient records, faxes, shipping and answering phones

• Maintained a high level of customer service and professionalism with both coworkers and patients to

promote a professional environment

• Communicated regularly with insurance providers to resolve any coverage or payment issues

• Handled highly confidential files and records and protected patient confidentiality

Sales Associate at Gap Inc./Banana Republic

April 2010 - December 2011 (1 year 9 months)

• Consistently exceeded 100% of sales goal while maintaining a high level of professionalism

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• Provided a high level of customer service by interacting with and providing customers with information on

different product lines

• Interacted with other store locations on behalf of the customer in order for them to check their inventory for

items sold out at our store

Concierge at Lafayette Hotels (Bar Harbor Hotel)

June 2011 - October 2011 (5 months)

• Provided guests with information about local attractions, hotel amenities and restaurants

• Contacted local businesses in order to book tours, make reservations and get information on local attractions

on behalf of the guests

• Greeted guests and maintained a high level of customer service

Courses

Bachelor of Science (B.S.), Psychology

Western Michigan University

Industrial/Organizational Psychology

Research Methods

Forensic Psychology

Physiological Psychology

Behavior Analysis

Skills & Expertise

Customer Service

Microsoft Office

Customer Relations

Inside Sales

PowerPoint

Microsoft Excel

Microsoft Word

Cash Handling Experience

Maintaining Strong Client Relationships

Manage Client Relationships

Customer Satisfaction

Customer Retention

Client Rapport

Education

Western Michigan University

Bachelor of Science (B.S.), Psychology, 2005 - 2011

Saginaw Valley State University

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Biology, General, 2004 - 2005

Bay City Central High School

2000 - 2004

Activities and Societies: Health Occupations Students of America (HOSA)

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Matt Hafford

Customer Support Specialist at Fab.com

****.*******@*****.***

Contact Matt on LinkedIn

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Contact this candidate