Customer Service Business Operations

Customer service oriented professional with experience in education, billing, and administration who provides timely and accurate data to ensure smooth business operations. Follows policies, procedures, and guidelines to ensure consistent quality. Maintains and assures client privacy and confidentiality.

Team player who performs at high levels of productivity in fast-paced environments without missing a deadline. Excellent written and verbal communication skills with individuals at all levels, both one-on-one and in groups. Ability to handle multiple tasks as assigned, with high attention to detail.

Microsoft Office Applications – MS Word, MS Excel, MS Access, MS PowerPoint, MS Outlook; Typing Speed – 33 WPM.

Administrative Organization Communication Time Management FERPA and HIPAA Privacy Laws Confidentiality Conflict Resolution Standard Operating Procedures (SOP) Problem Solving Peer Development Adaptable to Change Customer Service Advocacy Proof Reading Punctual Self-Starter Appointment Scheduling

Key Performance Indicator (KPI) Compliance Active Listening Student Development Student Reengagement Diversity and Inclusion Records Management Documentation Contact Strategy Development Personal lines insurance license Property & Casualty license (FL + 21 other states)

USAA – Tampa,FL

Insurance Professional III / Property & Casualty (02/2024 – present)

Top performer for last 3 months in sales, service, time, and acquisition rate of midpoint

Awarded July “this is my USAA” service award for top performance in the department and USAA standards

Facilitate the Property & Casualty member experience by handling inbound and outbound phone calls, emails, or other contacts from members.

Apply developing knowledge of personal lines' insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Also, maintain respective trailing documents for all states.

Identify, evaluate and understand member needs to consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing member transfers, escalations and call backs.

Efficiently operate in a contact center environment and navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels.

Maintain required Property & Casualty license and state registrations.

Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Maxim Healthcare Staffing - Tampa, FL

National Recruitment Manager / Recruiting (04/2022 – 01/2024)

Utilizes lead referral sources in addition to database mining and competitor recruiting to identify candidates who are interested in opportunities within the business line

Effectively communicates what the business line has to offer candidates to create a positively different experience

Interviews interested candidates, checks employment references and background and verifies credentials to determine if the candidate meets the hiring criteria set by the business line

Negotiates salary, benefits and stipends to insure an acceptable company profit margin

Gains acceptance by candidate and clients to confirm a working assignment with the business line

Monitors employees' performance during their assignment; this includes regular communication, overseeing payroll, conflict resolution, and employee retention

Meets and exceeds established hiring goals, budgets, and performance standards

Develops recruiting strategies and skills, may attend conferences, and takes advantage of networking opportunities

Develops and maintains relationships with candidates Manages profit margin within company parameters

Tracks and reports productivity and weekly activity to ensure that the minimum company expectations are met or exceeded

Performs other duties as assigned/necessary

Ultimate Medical Academy – Tampa, FL 07/2013 – 02/2022

Brandon Mathis (cont.)

Continuing Re-Entry Advisor / Customer Service (02/2020 – 02/2022)

Promoted to Re-Entry advisor in early 2020, managed 150+ students who were previously dismissed or had withdrawn. Placed outbound calls on a regular basis to build and maintain rapport with students at high risk of dropping out.

Recognized consistently as a top performer, exceeded retention and attrition goals, and oversaw team outreach efforts. Created and optimized contact strategies and created tasks to improve the performance of all members of team.

Learner Services Advisor / Customer Service (02/2018 – 02/2020)

Served as the student’s advisor and first point of contact to ensure questions are answered and concerns are resolved. Ensured that all interactions with students and teammates were undertaken with a “Student First” mentality.

Assisted students with questions related to course navigation, academic policies, and course expectations.

Provided technical assistance and other student support services and resources and coordinated with other departments. Acted as a “go-to” member of the team regarding procedures and constantly worked to expand knowledge base.

Developed a comprehensive knowledge of web properties, processes, and policies to be used daily in student support. Demonstrated knowledge of, and carefully followed all applicable federal and state compliance requirements and regulations, including those of the Department of Education, accrediting agencies, CIE, and internal UMA policies.

Communicated compliance requirements to students and other staff as appropriate and quickly escalated any concerns.

Admissions Representative / Customer Service (07/2013 – 02/2018)

Spoke with perspective students regarding their career goals and discussed programs of study available to them. Answered inbound phone calls from individuals interested in enrollment and placed outbound calls to reach leads. Communicated with candidates via phone and email to set up information sessions and conducted interviews with them. Determined interest level and desired program for prospects and contacted graduates and previously cancelled students. Evaluated prospects, completed and maintained all paperwork, completed data entry, and transferred prospective students. Followed training, maintained compliance with accrediting agencies, provided technical support, and answered questions. Focused on improving overall enrollments and communicated with other departments regarding applicants.

JP Morgan Chase Auto – Tampa, FL 09/2011 – 04/2012

Collector II / Customer Service – Call Center

Answered inbound phone calls, placed outbound calls, and spoke to customers regarding their auto loan accounts. Worked to obtain payments from past due customers, accepted and posted payments over the phone, and set up plans. Provided and updated account contact and demographic information, resolved complaints, and documented calls.

Protected private and confidential company and customer information and ensured customer satisfaction.

Capital One Services – Tampa, FL 10/2006 – 03/2010

Collections and Risk Associate / Customer Service – Call Center

Fielded inbound phone calls from customers regarding accounts in an at-risk or collection state. Researched customer situation, obtained additional information, and resolved client conflicts.

Worked to prevent loss of key accounts, protected confidential information, and documented interactions. Received the distinction of being the youngest contractor to be offered permanent employment in under 1 year.

Pasco High School – Dade City, FL High School Diploma, 2006

Brandon Mathis

3387 Antigua Lane Tampa, FL 33614 813-***-**** *******.*********@*****.***

PROFESSIONAL PROFILE

KEY QUALIFICATIONS

PROFESSIONAL EXPERIENCE

EDUCATION

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