Matthew Sherer

Binghamton, NY

I am a goal-oriented, experienced customer service representative with over twenty years of experience. I am looking to secure a career working from home remotely with a company that has a team-based atmosphere, is a well-established organization with a stable work environment that will lead to a lasting relationship. I look forward to a career that will enable me to use my strong organizational skills, customer service, interpersonal and communication skills and ability to work well with people to satisfy all their business needs.

Work Experience

Mobility Sales and Service

AT&T - Binghamton, NY

May 2022 to Present

In this position I am a mobility sales and service remote work from home representative for AT&T cell services including tablets and mobile watches. In this position I answer incoming calls from AT&T mobility customers. I handle billing questions, take payments, fix complex billing situations, offer adjustments to customers for billing issues and most importantly offer new lines and upgrades to fill commission based monthly quota's. I also have learned how to use C360, SharePoint and telegence which are our main programs we use. My most important part of the job is the sales and billing portion. I would offer mobile phone deals for adding new lines on new iPhones and Android phones. Empathy is an important part of the job which I am highly skilled in to understand customer concerns and also to find opportunities for a sale. Customer Service Representative

Charter Communications - Vestal, NY

August 2020 to May 2022

In this position I am a customer operations billing agent. I handle spectrum customers residential and commercial cable, internet and phone services. It is a call center with multiple employees working together in a team-based atmosphere.

Each call is different from the next, we manage customers monthly billing including taking credit, debit and EFT check payments over the phone we also assist with correcting billing discrepancies, add and remove cable internet and phone services and any customer disputes that warrant credit or need explanation.

Customer Service/Sales Representative

Mirabito Energy Products - Binghamton, NY

August 2019 to July 2020

In this position I was a customer service rep and sales agent. It was an incoming and outgoing call center. I handled residential and commercial fuel oil, propane, natural gas and gasoline deliveries. I would also setup new customer accounts, I would push new contracts for customers to ease and accommodate the price per gallon for the colder months for there fuel deliveries. I would also process payments by EFT or credit card.

Customer Service Representative

Charter Communications - Vestal, NY

May 2014 to August 2019

In this position I was a customer operations billing agent. I handle spectrum customers residential and commercial cable, internet and phone services. It is a call center with multiple employees working together in a team-based atmosphere.

Each call is different from the next, we manage customers monthly billing including taking credit, debit and EFT check payments over the phone we also assist with correcting billing discrepancies, add and remove cable internet and phone services and any customer disputes that warrant credit or need explanation.

General Contractor/building Maintenance

Self Employment - Binghamton, NY

January 2012 to May 2014

Remodelling and maintenance of buildings and systems, maintaining of properties, plumbing and building maintenance and Electrician work. Apllied for building permits, securing the property, providing temporary utilities on site.

Senior Operations Associate

JPMorgan Chase - Binghamton, NY

January 2005 to December 2012

Gained knowledge and proficient skills in computer technology, software, and related equipment. Performed tasks with efficient computer and technology related skills, including fast data input and analysing extensive information about tax documents, finance management. I maintained flexibility and professionalism while training new and temporary employees. Gained management skills through training program positions and other leadership roles, also assisted in managing compliance and regulations of state tax guidelines and federal law. Gained multiple skills and diversified skills to other departmental areas, including machine and records management, data entry and processing, rejections and error processing of state/federal documents. I also maintained other important positions to ensure the maintenance and integrity of tax preparation work at the federal tax level. Gained and maintained excellent customer service, public relation, and interpersonal skills through frequent contact with state and federal government officials. Most notably with proficient skills on multi-million-dollar accounts and error correcting of state and federal documents.

Product Coordinator

Nationwide Credit Inc - Vestal, NY

January 1998 to December 2005

Hired originally as a collection’s representative and three years later I was promoted to the production department as a production coordinator. While I was a collection representative, I gained proficient skills in public relations and customer service, while interacting with clients and ensuring quality of interactions with call center employees and other departments. Used interpersonal skills in a call center based environment to attempt collection on past due accounts of MCI WorldCom, Telecom, and Quest in a courteous, professional way.

Significant growth in the ability to deal with many types of customer relations, employee management, colleague interaction and professionalism in the workplace, along with quality assurance and error corrections. Gained knowledge and proficient skills in computer technology, software, and related equipment. In my position as production coordinator, I gained significant knowledge of employee management and relations, I monitored quality assurance, troubleshooting and error correcting in a fast-paced atmosphere, computer operations repair in conjunction with IT department. I monitored call center efficiency and expansion of accountability and management skills, report writing and detailed analysis/breakdown of numbers, data, and employee efficiency. Greatly expanded the ability to diversify between departments, roles, and work environments while maintaining rapport with both employees and customers. Recognized greatly the importance of a “client-based” relationship and the need to expand and capitalize on professional relationships and rapport. Education

GED

Chenango Forks Senior High School - Binghamton, NY General Education Diploma in Public Safety Education/Certification Broome Tioga BOCES Technical School - Binghamton, NY Business Law

Broome Community College - Binghamton, NY

Skills

• .NET Framework

• Financial Management

• Quality Assurance

• Software Troubleshooting

• Relationship Management