Customer Service Specialist & Contract Sales

David Michael Matney

Plano, TX *****.**********@*****.*** 469-***-****

EDUCATION:

The University of Texas at Dallas

Bachelor of Science in Multi/Interdisciplinary Studies Emphasis on Advanced Mathematics and Computing Foundations AREAS OF FOCUS

Theoretical Concepts of Calculus Client Experience Statistical Analysis Strategic Planning Methods of Applied Mathematics Public Service Underwriting and Booking Growth Mindset Diversity and Inclusion Budgeting Digital Content Creation SEO EMPLOYMENT:

State Farm- Richardson, TX (March 2024 - Current)

Care Center Specialist/SFPP Customer Service Representative

- Received over 75 5-star chat interaction reviews from agents in my first 12 months

- Demonstrated superb customer service skills where over eight agents personally wrote emails to upper management concerning my excellent knowledge of SFPP, personable and professional service, and detailed explanations on complex billing issues

- Consistently performed above expected metrics on chats where my average chat time was between 11 to 12 minutes and my after-call work was under a minute, and over the course of a year, decreased my average call time around 5% each month

- Passed both standardized exams needed to graduate SFPP Representative training on the first attempt, demonstrating attention to detail and quick grasp of a meticulous billing system

- Managed and secured intricate monetary transactions on customers accounts, and displayed mastery over SFPP by customizing solutions for intricate accounts for agents and policyholders Parkland Memorial Hospital- Dallas, TX (August 2023- December 2023) Contract Sales Representative/ Senior Commercial Photographer

- Generated revenue by selling photo packages, achieving over $4,000 in profit at Parkland Hospital

- Customized photo packages to curate unique experiences for patient families and achieve customer satisfaction as reflected by 75 5-star reviews garnered

- Developed and implemented new strategies to increase sales

- Maintained company safety guidelines, policy and procedures to be in compliance with patient safety

- Staff Support: Trained and onboarded new sales reps to assist leadership team

- Demonstrated expertise in capturing memorable photography of patients in a fast-paced environment, ensuring high-quality content that met the expectations of patient families.

- Managed secured transactions and maintained proper sales documentation for records keeping. Prelude Clubhouse (Nonprofit Organization) - Plano, TX (February 2022- July 2023) Project Coordinator/ Board Member

Prelude Clubhouse was built to help individuals who struggle with mental illness be able to build skills volunteering at Prelude Clubhouse that could transfer to a real job, such as retail, customer service, and the food industry.

- Collaborated to build assigned event plans including calendar, deadlines, content development, marketing strategies, financial resource allocation and budgeting for our annual music festival.

- Developed and executed invitations for vendor bookings and initiated contractual agreements.

- Managed all aspects of the program planning committee, driving the committee to desired program outcomes, such as raising over 3k in donations during the 2022 music festival to further support the organization’s mission for outreach.

- Provides follow-up, scheduling, and communications to approved guest speakers and musical artists.

- Successfully created a budget for the digital marketing team and utilized an effective SEO to increase digital visibility that led to the acquisition of new grants to further support current projects in development.

- Coordinate efforts toward growing the volunteer program, including managing various social media platforms for the organization to identify specific promotional opportunities to push recruitment needs Staples– Dallas, TX (January 2019 – May 2020)

Sales Associate

- Delivered exceptional customer service by promptly and courteously assisting customers in-store and over the phone

- Demonstrated deep knowledge of products and services to educate customers effectively and help them make informed purchasing decisions

- Extended warm and friendly greetings to customers while maintaining a professional demeanor

- Monitored inventory and ensured that shelves were stocked to prevent stockouts and minimize wait times

- Kept customers informed about the latest promotions and advertisements to drive sales and increase customer loyalty

- Stamped, marked, and tagged prices on merchandise to enable easy and accurate pricing The University of Texas at Dallas– Richardson, TX (January 2017 – April 2017) Administrative Assistant

- Demonstrated proficiency in answering phones, greeting visitors, and providing exceptional customer service

- Maintained calendars and scheduled appointments for executives and team members

- Coordinated and scheduled meetings, ensuring timely communication with all parties involved

- Managed incoming and outgoing mail, including sorting, distributing, and collating documents

- Composed, edited and proofread various written communications, including memos, emails, invoices, reports, and instructional documents

- Developed and maintained electronic and physical filing systems, ensuring the integrity and confidentiality of sensitive information

- Conducted bookkeeping and managed accounts, ensuring accurate and timely financial reporting.

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