Christopher Mattingly
El Campo,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Sr
Optum, UnitedHealth Group
01.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Advocate
United Healthcare
07.2022 - 01.2025
- Greeted and assisted customers with inquiries regarding products and services.
- Suggested solutions for improvement of product offerings based on customer feedback.
- Resolved customer complaints via phone, email, mail, or social media.
- Performed follow-up procedures after customer service interaction was completed.
- Adhered to all company guidelines when interacting with customers.
- Utilized critical thinking skills to resolve customer issues quickly and efficiently.
- Classroom Support
- Facilitation content according to curriculum provided by Learning Solutions
- Support trainer with demonstrations and facilitation as needed
- Manage chats and learner inquires
- OJT Support
- Assist the learners with questions
- Participate in OJT period debriefs
- Conduct/assist in performing quality audits on learner work as needed
- Provide coaching recommendations
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
Contractor-Call Center Advocate
HGS/Aetna
01.2021 - 01.2022
- Answer Member inquiries about their insurance plans such as, claims, and benefits inquiries.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Offered additional products or services to enhance customer experience.
- Attended regular training sessions on updates and changes within the industry or organization.
- Maintained records of customer interactions, transactions, comments, and complaints.
Meat Cutter-Market Manager
Lowes Market
01.2018 - 01.2021
- Managed daily operations of the Meat Department, including staffing and scheduling.
- Coached employees on proper handling procedures for raw meats.
- Supervised staff performance to ensure quality products were delivered consistently to customers.
- Created promotional materials such as flyers or coupons that highlighted featured products.
- Provided training for new employees on proper meat cutting techniques, equipment usage, and safety protocols.
- Developed strategies to increase sales and profitability of the department.
- Resolved conflicts between staff members or customers efficiently and professionally.
Manager
Whataburger
02.2016 - 11.2017
- Managed a team of up to 25 people per shift
- Developed strategies to increase sales and profitability of the Restaurant
- Managed Labor vs Sales quotas for each shift
- Performed food safety inspections per company guidelines
- Delegated task according to company policy
- Provided hands on training according to policy and curriculum
Skills
- Team leadership
- Schedule optimization
- Advanced problem-solving
- Compassionate communication
- Cross-functional collaboration
- Mentorship development
- Workforce engagement
- Team skill enhancement
- Attentive communication
- Humor as a tool for engagement
Accomplishments
- Trained new hires according to policy and procedure.
- Created Job aids and Power Points for advocates.
- Collaborated with Supervisors and Team Leads to Help our Team grow in the areas of NPS and UES.
- On the Job Trainer for partner new hire classes
- Employee of the Month June 2024
- Worked several lines of business including Employer Group, Individual, and Connector Models
Websites, Portfolios, Profiles
http://www.linkedin.com/in/christopher-mattingly-468368213
Timeline
Customer Service Representative Sr
Optum, UnitedHealth Group
01.2025 - Current
Customer Service Advocate
United Healthcare
07.2022 - 01.2025
Contractor-Call Center Advocate
HGS/Aetna
01.2021 - 01.2022
Meat Cutter-Market Manager
Lowes Market
01.2018 - 01.2021
Manager
Whataburger
02.2016 - 11.2017
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