Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Volunteer

Carl Matthews

Houston,TX

Summary

Administrative Assistant with a background in Telemarketing as a Customer service Representative looking to join a growing entrepreneurial organization as part of the Executive team.

Self-motivated and dependable while achieving high performance with minimal supervision, with excellent client and project management skills. I am Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.

Overview

11
11
years of professional experience

Work History

Administrative Assistant

R&R Ministies
Houston, TX
02.2017 - Current
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Sorted and distributed incoming faxes, letters and emails for office distribution.

Uber Driver

Uber
Houston, TX
05.2015 - Current
  • Delivered goods and services to customers on time and in excellent condition.
  • Secured merchandise, avoiding damage during transportation.
  • Picked up clients from specific locations to transport and drop off at destinations.
  • Delivered customer orders and collected payments to keep accounts current.

Customer Service Admin/Call Center Representative

Robyn Donatto
Houston , TX
02.2019 - 02.2023

  • Managed quality control and maintained high level of customer satisfaction.
  • Delivered high level of customer service and support by answering questions and returning phone calls quickly.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Educated customers on special pricing opportunities and company offerings.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Scheduled appointments, meetings and events for management staff.

Customer Service Representative

Teletech (Unitied Health Care)
Houston, TX
11.2018 - 04.2019
  • Informed customers on billing procedures, processed payments and provided assistance to set up payment options.
  • Answered 85 inbound calls per day to address customer inquiries, resolve issues, and provided information on new products and services and directed inbound calls to designated individuals or departments.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Consulted with customers with issues to determine best methods to resolve service issues in a professional and courteous manner.
  • Maximized customer satisfaction by greeting over 80 customers daily and resolving any service issues promptly.
  • Assisted customers with questions and concerns.
  • Resolved escalated customer issues quickly to drive client retention.

Customer Service And Sales Representative

Capital one (Xerox)
Houston, PA
05.2014 - 08.2015
  • Provide assistance for customers with special billing requests.
  • Update directory information.
    Keep records of customer interactions or transactions, recording details of inquiries,
    complaints, or comments, as well as actions taken.
  • Promote company products, services, and savings plans when appropriate.

  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Customer Service And Sales Representative, I.R.T.

I.R.T interactive RESPONSE TECH
HOUSTON, tV
10.2012 - 06.2013
  • Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.
  • Generated quotes, processed payments and documented customer communications.
  • Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction.

Education

High School Diploma - general studies

Kempner High School
Sugar Land, TX
2009

Some College (No Degree) - Performing arts

A.M.D.A
Los Angeles, CA

Some College (No Degree) - General studies

Houston Community College
Houston, TX

Skills

  • Types 45 WPM
  • Customer Retention Strategies
  • Call Center Operations
  • Data Entry Documentation
  • Excel Spreadsheets
  • Judgment and Decision Making
  • Verbal and Written Communication
  • Task Prioritization
  • Microsoft Office
  • Multi-Line Telephone Systems
  • Upbeat and Positive Personality
  • Call Documentation
  • Customer Account Management
  • De-escalation Techniques
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset
  • Multitasking and Prioritization
  • Customer Support
  • LiveChat Messaging
  • Sales and Upselling
  • Call Volume and Quality Metrics
  • Inbound and Outbound Calling

Accomplishments

  • Customer Service - Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.
  • Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Promoted from call center representative to team lead, in less than 12-months.

Timeline

Customer Service Admin/Call Center Representative

Robyn Donatto
02.2019 - 02.2023

Customer Service Representative

Teletech (Unitied Health Care)
11.2018 - 04.2019

Administrative Assistant

R&R Ministies
02.2017 - Current

Uber Driver

Uber
05.2015 - Current

Customer Service And Sales Representative

Capital one (Xerox)
05.2014 - 08.2015

Customer Service And Sales Representative, I.R.T.

I.R.T interactive RESPONSE TECH
10.2012 - 06.2013

High School Diploma - general studies

Kempner High School

Some College (No Degree) - Performing arts

A.M.D.A

Some College (No Degree) - General studies

Houston Community College

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Carl Matthews