Customer Service Experience

Hello

I’m Victoria Matthews

*** ***** ******** **

Morristown, TN 37813

(586) 243 - 4056

**************@*****.***

Skills

● Customer Service Excellence: Skilled in managing inquiries, resolving complaints, and ensuring a positive customer experience.

● Claims Management: Extensive experience with insurance verification, claims processing, and billing procedures.

● Escalations Handling: Proven ability to resolve complex and high-priority issues efficiently while maintaining customer satisfaction.

● Team Leadership: Experience managing and training teams, fostering collaboration and maintaining high performance.

● Communication & Problem-Solving: Strong interpersonal skills with a focus on active listening and providing solutions.

● Process Improvement: Identifying opportunities for workflow enhancements to improve service delivery and operational efficiency.

Experience

AUGUST 2017 - PRESENT

Comcast, Knoxville TN - Customer Relations Specialist

● Resolve customer complaints via phone, email, and SMS chat by clarifying issues, determining root causes, and offering timely solutions.

● Recommend new products and services to customers based on analysis of their needs, enhancing customer satisfaction and sales.

● Regularly handle escalated calls, ensuring swift resolution and maintaining positive customer relationships.

● Support team by taking on difficult or high-priority customer concerns, contributing to overall service success.

● Monitor customer interactions, documenting feedback and improving processes based on customer suggestions.

SEPTEMBER 2014 - AUGUST 2017

Sykes, Morristown TN - Subject Matter Expert

● Delivered exceptional customer service by resolving product and service issues, identifying root causes, and providing effective solutions to ensure customer satisfaction.

● Managed complex escalations and facilitated resolution across multiple teams in a chat-based environment, ensuring timely and thorough responses to customer inquiries. 2

● Collected and analyzed customer feedback to recommend new products and services to management, driving business growth.

● Collaborated closely with cross-functional teams to meet service goals, resulting in improved customer retention and satisfaction.

● Led initiatives to streamline processes, contributing to overall operational efficiency and enhanced service delivery.

Certifications & Licenses

MAY 2016 - PRESENT

CPR Certified, Medical First Responder

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