Matthew Danford

***** ******* **. ******, ** • 706-***-**** • aduwvl@r.postjobfree.com

Education

The University of Alabama, College of Engineering

Completed 39 credit hours towards Bachelor of Science in computer science

August 2015- May 2017

Smiths Station High School, Smiths Station, AL GPA: 3.5

Experience

Concentrix: Senior Social Media Advisor (November 2021-Current)

●Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and escalated issues

●Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

●Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

●Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

●Clarify customer requirements; probe for understanding

●Solve problems or offer solutions that are that are generally unstructured and require extensive clarification

●Prepare complete and accurate work including appropriately notating accounts as required

AFNI: Inbound Chat Sales Associate (September 2020-October 2021

●Assisted customers with purchasing new phones to fit their needs

●Provided clients with additional information regarding their plan

●Ensure sales were completed correctly and efficiently

●Maintained professional conversation with customers regarding their needs and company sales

●Maintain in-depth knowledge of client products and/or services

TSYS: Inbound Fraud Analyst (January 2020 - September 2020)

●Respond to more than 25 account inquiries per hour via inbound call

●Provide merchants and cardholders of 5 or more assigned clients with assistance of the lost stolen report, such as the block and transfer of compromised accounts

●Prevent fraudulent activity and further losses for merchants and cardholders

●Retain knowledge of 5 or more client policies and procedures as well as skills required to identify fraudulent credit card activity

AMC Ritz 13: Bartender (February 2019 - December 2019)

●Advertised, marketed and recommended menu options to guest to increase

guest satisfaction

●Communicated product knowledge to facilitate guest decision making.

●Maintained all sanitation procedures and food safety guidelines

●Demonstrated flexibility in regard to work assignments and work schedule

●Displayed communication skills through one on one contact with customers

United Parcel Service (UPS): Package Handler (November 2018 - January 2019)

●Ensure delivery of 250+ packages daily

●Properly lifting and handling packages up to seventy pounds

●Obtained signature needed to complete and process all paperwork in a timely manner

●Provided customer satisfaction and interacted positively with customers

Centerplate: Hospitality Server (January 2017- May 2018)

●Worked through Centerplate to meet The University of Alabama’s standards at

sporting events

●Managed up to fifty employees in a fast-paced, high-volume environment

●Accounted for large sums of revenue from multiple registers

●Delivered excellent customer service with a positive, professional attitude

●Trained several employees on how to operate and manage equipment, developing redundancies in food preparation and sales tasks

●Responsible for counting inventory to reduce shrinkage

Relevant Coursework

CS121

Knowledgeable on the discipline of computing, how to use Microsoft Office, and the

basics of programming

CS285

The use of spreadsheets and other environments to build business and scientific applications

MATH 125

Learned the limits and applications of calculus including: the limit of a function, the derivative of algebraic, trigonometric, exponential, and logarithmic functions, and the definite integral

GY110

Introduction to geography as a science for learning the fundamentals of human behavior and decision making, including examining how human events, natural resources, economies, development, and urbanization impact the way humankind lives, organizes its space, and makes decisions for the future

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