Summary
Overview
Work History
Education
Skills
Timeline
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Jim Smith

Largo,FL

Summary

Dynamic customer service leader with a proven track record at Matrix Medical Network, enhancing satisfaction through effective problem-solving and team leadership. Skilled in staff training and data analytics, I streamlined processes for improved efficiency, resulting in a notable increase in customer retention and positive feedback.

Overview

17
17
years of professional experience

Work History

CSR/Manager

Matrix Medical Network
09.2012 - 06.2025
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Leveraged data analytics tools to identify trends and patterns in customer interactions, informing strategic decision-making processes within the company.
  • Assisted in recruiting and onboarding new hires, setting them up for success within the organization.
  • Streamlined processes for faster issue resolution, leading to improved customer experiences.
  • Oversaw escalated customer concerns, providing satisfactory resolutions in a timely manner.
  • Monitored call quality using designated software platforms, identifying areas where improvements could be made.
  • Promoted a positive work environment by fostering open communication among the CSR team members.

Owner/Operator

Student Lending & Consoldations
04.2008 - 06.2012
  • Managed day-to-day business operations.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
  • Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
  • Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
  • Kept all building areas and equipment functional and well-organized to promote business performance.
  • Developed business plan, processes and procedures to provide superior [Product or Service] to customers.

Education

Business

St. Pete College
St. Petersburg, FL

General Studies

St Pete Catholic HS
St Petersburg, FL
06-1978

Skills

  • Staff training and development
  • Sales support
  • Call center operations
  • Feedback delivery
  • Customer service
  • Problem-solving
  • Team leadership

Timeline

CSR/Manager

Matrix Medical Network
09.2012 - 06.2025

Owner/Operator

Student Lending & Consoldations
04.2008 - 06.2012

Business

St. Pete College

General Studies

St Pete Catholic HS

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Jim Smith