Customer Success Expert with 20 Years Experience

Lucia DeMatteo

Customer Success Specialist

Liverpool, MY 315-***-****

**********@*****.*** https://www.linkedin.com/in/lucia-dematteo-a8b764105/

Innovative, result-oriented Customer Success Specialist with 20 years of proven success and high-level performance in customer services. Primarily focused on building strong relationships with clients, ensuring they achieve maximum value from products or services by developing a deep understanding of customer needs, goals, and business challenges. Serves as the primary point of contact for customers, handling onboarding, support, retention, and upsell opportunities. Reduces churn, drives customer satisfaction, and promotes long-term client success by building trust to encourage loyalty. Achieves measurable results by utilizing strong interpersonal and organizational skills to deliver solution-oriented outcomes in fast-paced environments and exceeds expectations.

Professional Experience

Workers' Compensation Scheduler 2021 – 2025

Genex Liverpool, NY

Scheduled medical appointments, therapy sessions, and diagnostic tests for injured employees.

Coordinated with doctors, specialists, physical therapists, and clinics to arrange timely care.

Adjusted schedules when conflicts, cancellations, or delays occur.

Tracked treatment timelines and follow-up appointments to ensure adherence to workers’ comp policies.

Maintained communication with case managers, adjusters, and HR regarding employee progress.

Ensured all medical documentation and treatment plans are updated in case files.

Front Desk Operator 2019 – 2021

East Syracuse Chevrolet Syracuse, NY

Greeted customers and visitors promptly and professionally upon arrival.

Directed clients to the appropriate department or staff member.

Answer customer inquiries in person, by phone, or via email.

Operated a multi-line phone system; routed calls to the proper personnel.

Supported sales and service teams with clerical tasks and assisted with cash handling or payment processing.

Administrative Assistant 2019 – 2019

TJMG Properties Syracuse, NY

Answered phones and took in rent and HOA fees.

Filed and organized the office and personnel files.

Helped the property management team with projects and made collection calls to past-due tenants.

Answered customer inquiries in person, by phone, or via email.

Resolved minor customer concerns or escalated issues to the proper manager.

Administrative Assistant 2016 – 2018

M-Tech Solutions Syracuse, NY

Assisted with organizing schedules and sending team members to the proper job site.

Helped to grow and expand the family business.

Placed orders for products needed to stock the office and supply employees.

Answered phone calls from customers regarding estimates and handled questions/problems.

Monitored the local job site to verify improvements and progress.

Administrative Assistant 2015 – 2016

The Intelligence Group Syracuse, NY

Oversaw and managed an office of 12 people; ordered supplies, answered phones, and coordinated travel itinerary and reservations for the company’s Senior Principal and Senior Manager.

Processed weekly and monthly reports and completed reports for billable hours.

Coordinated interviews of prospective employees and training of new employees with the main office in NJ

Work on projects with offices in NJ and Oregon, as well as additional projects, and the daily needs of the office.

Lucia DeMatteo 315-***-**** **********@*****.***

Customer Service Representative (Inside Sales) 2008 – 2015

Pine Environmental Syracuse, NY

·Conducted customer intake inquiries for equipment rental, order status, and general questions.

·Reviewed customer orders to confirm that equipment, accessories, consumables, quantities, price, and any special contract instructions are understood.

·Issues quotes for equipment rentals based on availability, standard pricing, and terms and conditions.

·Communicated order confirmations to customers and followed up on delivery.

·Verified customer completion of credit application forms and credit card application forms.

·Followed up on trade references for new credit accounts, screened orders for inappropriate use, and created a transparent customer contact sheet with order instructions.

·Recorded and updated the database and noted details for every inquiry, maintained contract files and customer correspondence, and produced and circulated customer visit reports.

·Recorded and investigated customer complaints and attended performance and operation meetings.

·Processed billing and answered customer invoicing questions/problems and other duties as assigned.

Daycare Provider 2006 – 2008

Champions Fitness Center Syracuse, NY

·Cared for an average of 8 to 10 children a day.

·Cleaned and organized toys and childcare area, events, and activities.

Administrative Assistant 2005 - 2006

Safe, LLC Syracuse, NY

·Scanned documents and filed Workers’ Compensation forms in the claim files.

·Completed other duties as assigned by the supervisor.

Education & Certifications

Academic Courses (Liberal Arts) General Education Onondaga Community College, Liverpool, NY

High School Diploma Academic Studies Liverpool High School, Liverpool, NY

Core Skills

Leadership & Development, Process Optimization, Scheduling, HR, New Hire Orientation, Training, Customer Service, Strategic Planning, Customer Relationship Management, Microsoft Office (Word, Excel, PowerPoint, Outlook), Personnel and Office Management, Sales, Retail, Billing Process, Invoicing, Workers' Compensation, HIPAA Compliance

Soft Skills

Communication: Clear verbal and written communication for training, presentations, and support.

Problem-Solving: Ability to quickly resolve customer challenges and propose solutions.

Empathy & Patience: Active listening and understanding of customer perspectives.

Relationship-Building: Ability to foster trust, loyalty, and long-term engagement.

Adaptability: Flexibility in handling changing customer needs or product updates.

Collaboration: Strong teamwork with sales, product, and support departments.

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