Customer Service Management

SUMMARY

HIGHLIGHTS

ACCOMPLISHMENTS

JULIAN MATTHEWS

***** **** ***. **, *********, WA 98155 H: 706-***-**** C: 706-***-**** ****************@*****.***

Solutions-focused, versatile management professional offering a comprehensive background supporting U.S. military operations in roles of increasing responsibility during a 4-year career in the U.S. NAVY. Effective communicator who quickly masters new roles and technologies to achieve positive results.

Effective team leader

Automation planning

HAZMAT handling

Trained in emergency response

CPR certified

Confidential Security Clearance

Small arms weapons specialist

Equipment maintenance

Surveying and mapping

Extremely organized

Data management

Strong verbal communication

Strong verbal communicator

Trained in defensive tactics

Intelligence gathering

techniques

Received Global War on Terrorism Service Medal.

Maintained 100% accountability of a large section of equipment worth over $5,000,000 during multiple overseas deployments. Calendaring

Planned all meetings and travel for CEO.

Scheduling

Facilitated onboarding of new employees by scheduling training, answering questions and processing paperwork. Data Organization

Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced

Microsoft Excel functions.

Multitasking

Demonstrated proficiencies in telephone,

e-mail, fax and front-desk reception within

high-volume environment.

Administration

Answered multiple phone lines, transferred

calls to corresponding departments, filed

patient records and billed accordingly.

Customer Service

Handled customers effectively by

identifying needs, quickly gaining

trust, approaching complex

situations and resolving problems to

maximize efficiency.

Data Preparation

Prepared medical records packets for

insurance reviews of procedures and

EXPERIENCE

fees/services justification.

Administration

Performed administration tasks such as filing,

developing spreadsheets, faxing reports,

photocopying collateral and scanning

documents for inter-departmental use.

Reporting

Maintained status reports to provide management

with updated information for client projects.

Training

Successfully trained staff in all office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results. Employee Management

Liaised with HR department to establish employee benefits, training, payroll and termination procedures.

07/2013 to 08/2015 Customer service specialist

Alorica - Kennesaw, GA

Maintained detailed administrative and procedural processes to improve accuracy and efficiency.

Coordinated all department functions for team of 26 employees. Verified and logged in deadlines for responding to daily inquiries. Contacted providers to discuss status of rebilling and reimbursement process to ensure account resolution.

Created databases and spreadsheets to improve inventory management and reporting accuracy.

Managed incoming and outgoing calls.

Provided support for CEO and sales team in managing operation work flow.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Achieved customer satisfaction rating of 95% within 3 months, exceeding corporate target.

Provided cross training to 26 staff members.

Led a team of customer service representatives to increase service center profitability.

09/2008 to 06/2012 Quartermaster/data entry clerk

U.S. NAVY - Honolulu, HI

Reviewed and edited correspondence prior to release and submission for signature.

Defused hostile situations with superior negotiation techniques. Logged and filed classified documents.

Received and implemented combat orders and directed deployment of personnel in offensive, defensive and retrograde operations. Effective decision-maker in high-pressure environments. Determined elevation and grid azimuths with maps and map overlays. Patrolled areas and allowed restricted area access for authorized personnel.

Directed ship's force protection efforts, anti-terrorism educational training and pre-deployment certification programs. EDUCATION

Worked closely with tenant commands, the naval station and ship security officers.

Coordinated training schedules and filed crucial administrative paperwork.

2007 High School Diploma

Heard Co High School - Franklin, GA

2014 Associate of Arts: Video production

Art institute of Atlanta - Atlanta, GA

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