Customer Service Call Center
Resume:
Matthew Draffen
Sr. Financial Associate
Knowledgeable and dedicated customer service professional with extensive experience in the financial eservice industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Assessments
Excellent
Call center customer service — Proficient
March 2022
Excellent
Demonstrating customer service skills in a call center setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. Work History
2022-10 - 2022-10 Field
Gershfeld Law Group, Woodland Hills, CA
Leads fed through company paid for channels to generate clients for the firm.
2022-06 - 2022-10 Overnight Operations Associate
Superpedestrian, Los Angeles, CA
Executes all daily operations activities in order to support asset deployment, asset collection
Handles scooter charging activities and safety inspections Los Angeles, CA 90044
*******.*******@*****.***
Moves scooters according to direction from Operations leaders using a mobile app.
2022-09 - 2022-09 Amazon Delivery Driver
Amazon, Torrance, CA
Reviewing and analyzing orders during delivery to ensure that supplies are complete, costs are correct, and customers are satisfied Assisting with goods loading and unloading from the transport vehicle Developing and sustaining a positive rapport with the customer by responding to their inquiries and issues
Accepting payments upon shipment
Picking up, transporting, and dropping off packages and small shipments within a local region or urban area
2020-09 - 2021-06 Customer Service Representative
Bank of the West, DISYS Staffing Agency, Los Angeles, CA Resolve customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills Customer service agents may be inbound, outbound or a combination of both
Identifying opportunities for upselling additional banking products by understanding customers' accounts and connecting the customer with the opportunity and closing the sale In the Customer Service Representative role.
2018-02 - 2020-12 Sr. Telephone Sales Associate
Bank of America, Brea, CA
Identifies client needs and recommends solutions to deepen the relationship through offered credit services which are identified on an individual basis
Records data captured during client interactions accurately Identifies and escalates through appropriate channels for items requiring risk review, exception handling or further analysis Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls
2017-11 - 2018-02 Customer Service Representative
Total Merchant Services, Woodland Hills, CA
Inbound Call Center answering 20-30 calls per day
Assisting merchants with troubleshooting issues with payment terminals LANGUAGES
Process refunds for services identified as non-essential for the merchants' business needs
2014-09 - 2015-06 Collect 1 / Customer Service Representative Kohl's Customer Service Contact Center, San Antonio, TX Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled customer inquiries and suggestions courteously and professionally. Tracked customer service cases and updated service software with customer information.
Processed customer service orders promptly to increase customer satisfaction.
2006-10 - 2014-04 Sr. Inside Sales Specialist
LegalZoom. Inc., Los Angeles, CA
Developed and deepened customer relationships to drive revenue growth. Collected information on sales and service issues to coordinate team-wide resolutions.
Applied mathematical skills to calculating amounts, negotiating prices, and setting up contracts.
Used digital methods and traditional telephone approaches to generate sales leads.
Determined needs, delivered solutions, and overcame objections through consultative selling skills.
Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
Education
1996-09 - 2000-06 General Studies
Pacifica High School - Garden Grove, CA
Honoree of California Scholarship Federation
Awarded Pricipal's HonorRoll
Honor Roll, High Honors (All Semester (1996-2000)
U.S. Coast Guard Academy Scholarship Recipient GPA 3.87 Certifications
Cash Handling
Customer service (10+ years)
Telemarketing
Upselling
Inside Sales
Cold Calling
Problem management (10+ years)
Public speaking (10+ years)
Presentation skills (10+ years)
Staff training (10+ years)
Training delivery (10+ years)
Customer relationship management (10+ years)
Negotiation
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