Alain Mato
Summary
Dynamic professional with extensive experience in team leadership, strategic planning, and operational management. Proven ability to leverage exceptional communication and organizational skills to ensure project success while fostering a collaborative and productive work environment. Demonstrated success in overseeing complex operational functions and implementing process enhancements that drive efficiency and meet organizational benchmarks. Expertise in resource management and strategic planning positions teams for optimal performance and goal achievement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Inbound Contact Manager
OneHome
Miramar, FL
08.2015 - 04.2025
- Oversaw payroll operations and ensured compliance across various platforms including Workday and ADP.
- Oversaw monthly performance metrics for call center and intake operations to enhance service efficiency and member satisfaction.
- Leveraged extensive knowledge of VoIP phone services to enhance communication systems, focusing on platforms like Five9, Star2Star, and StarCenter3.
- Oversaw a multifunctional escalation team dedicated to resolving issues and maintaining high levels of patient satisfaction.
- Managed team responsible for efficiently categorizing and processing all incoming orders from hospitals, primary care physicians and pulmonologists.
- Engaged with stakeholders weekly to identify and implement improvements in standard operating procedures.
- Implemented effective conflict resolution strategies, addressing escalated customer inquiries and complaints in a timely manner.
- Coordinated efforts with leadership teams to integrate departmental goals into the overall strategic framework of the organization.
Dme Call Center Rep.
Univita
Miramar, FL
09.2014 - 07.2015
- Responded to incoming calls from patients and health plans, addressing inquiries and providing necessary information.
- Managed comprehensive order entry for patients, ensuring accuracy and efficiency with Medtrac.
- Managed patient inquiries regarding home health services. Coordinated communication of agency contact information and visit approvals. Facilitated patient access to necessary health resources.
- Resolved customer inquiries and issues promptly to maintain high service standards.
Call Center Associate
Qpay
North Miami, FL
01.2014 - Current
- Responded to incoming calls from customers nationwide, ensuring prompt and effective assistance.
- Clarified features and benefits of services and products to support customer inquiries and satisfaction.
- Oversaw payment transactions and order management, adhering to strict deadlines for customer satisfaction.
- Collaborated with cross-functional teams to identify and rectify service product and billing challenges.
- Documented and organized all customer interactions to support effective communication and relationship management.
- Analyzed call data and prepared weekly reports to inform management strategies.
Retail Manager
Vonage
Pembroke Pines, FL
05.2013 - 12.2013
- Achieved operational excellence by optimizing merchandising practices, streamlining inventory processes, and effectively managing hiring and training initiatives.
- Developed and monitored weekly sales targets for associates, promoting accountability and performance improvement.
Retail Assistant Manager
Radio Shack
Miami, FL
05.2010 - 05.2013
- Mastered customer service principles and sales closing methods to drive revenue growth.
- Supported customer inquiries by providing assistance in locating specific merchandise within the store.
- Facilitated successful sales of mobile phone contracts and plans for Sprint, AT&T, and T-Mobile to enhance customer offerings.
Education
Miami Dade College
Miami, FLSkills
- Decision-making
- Time management
- Team leadership
- Customer service
- Staff training and development
- Staff management
- Key performance indicators
- Vendor management
- Professional and courteous
- Relationship building
Certification
- IT Support Professional, MedCert
- Project Management, Cornell University
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Inbound Contact Manager
OneHome
08.2015 - 04.2025
Dme Call Center Rep.
Univita
09.2014 - 07.2015
Call Center Associate
Qpay
01.2014 - Current
Retail Manager
Vonage
05.2013 - 12.2013
Retail Assistant Manager
Radio Shack
05.2010 - 05.2013
Miami Dade College