Cateresa Matthews
Riverview
Summary
Results-driven Retention Specialist known for high productivity and efficient task completion. Skilled in customer relationship management, conflict resolution, and data analysis to understand client needs and reduce churn rates effectively. Excel in communication, empathy, and problem-solving to enhance customer retention strategies.
Overview
9
9
years of professional experience
Work History
Retention Specialist
Globe Life - American Income life
06.2024 - Current
- Assisted with Insurance Claims
- Resolved customer service or billing issues by refunding money, or adjusting bills.
- Developed training materials for new hires on retention best practices.
- Assisted customers with complaints and inquiries while maintaining a high level of customer satisfaction.
- Performed customer negotiations to reach fair conclusion for both business and customer.
Reservation and Customer Guest Engagement Specialist
Hilton
03.2022 - 01.2026
- Provided outstanding customer service by effectively uncovering and meeting client needs through targeted discovery methods.
- Met and often exceeded daily sales targets and customer service standards in alignment with company objectives.
- Sustained high-quality service delivery while navigating fast-paced and stressful situations.
- Handled a diverse range of customer inquiries across various communication platforms, achieving high satisfaction ratings and contributing to revenue growth per interaction.
Tier 3 Technical Support Coordinator
Capital One Bank
02.2020 - 01.2024
- Oversaw departmental objectives and managed budget allocations in line with organizational policies.
- Directed technical support operations, pinpointed fraud patterns, investigated suspicious activities, and implemented preventive measures against fraud.
- Provided thorough troubleshooting services, escalating complex technical issues across live chat, email, and phone channels.
- Maintained 100% customer satisfaction through empathetic and efficient support, resolving issues within an average of six minutes and de-escalating concerns within four minutes.
IT Technical Support Specialist
Sykes Enterprises - Simplisafe
03.2019 - 07.2021
- Addressed complex technical problems for various service platforms, achieving high levels of customer satisfaction through meticulous issue resolution.
- Enhanced efficiency of troubleshooting procedures, reducing resolution times to an average of four minutes per query.
- Uphold First Call Resolution metrics by effectively resolving customer concerns, consistently meeting the six-minute resolution goal.
- Provided technical support to customers via phone and online chat.
Customer Service Claims Representative
Intouch- Car gurus
04.2019 - 05.2020
- Evaluated insurance claims to ensure compliance with coverage guidelines and accurate charge calculations.
- Managed invoice organization and facilitated the collection of financial transactions to support efficient billing processes.
- Provided customer-centric solutions by effectively handling multiple claims submissions with a focus on timeliness.
Sr. Help Desk Analyst
Titan Security Group
02.2017 - 04.2019
- Collaborated effectively with cross-functional teams to deliver project requirements on schedule.
- Resolved advanced technical problems promptly, consistently achieving issue resolution within a three-minute response window.
- Conducted in-depth analysis to address and overcome intricate service challenges, upholding high standards of client satisfaction.
- Resolved customer inquiries through phone and email communication.
Education
Bachelor's Degree - Criminal Justice
Ohio Christian University
Skills
- Customer Relationships Management
- Claims Support
- Documenting Customer Complaints
- Technical Support
- Inbound Call Management
- Conflict Resolution
- Project Management
- Data Analysis
- Customer Communication
- Sales
- Computer Literacy
- Data Entry
- Empathy
Timeline
Retention Specialist
Globe Life - American Income life
06.2024 - Current
Reservation and Customer Guest Engagement Specialist
Hilton
03.2022 - 01.2026
Tier 3 Technical Support Coordinator
Capital One Bank
02.2020 - 01.2024
Customer Service Claims Representative
Intouch- Car gurus
04.2019 - 05.2020
IT Technical Support Specialist
Sykes Enterprises - Simplisafe
03.2019 - 07.2021
Sr. Help Desk Analyst
Titan Security Group
02.2017 - 04.2019
Bachelor's Degree - Criminal Justice
Ohio Christian University