Jimekka Mathis
Fort Worth,TX
Summary
CAREER SUMMARY Caring and friendly customer service professional with 10+ years of experience in consumer retail and B2B settings. Excited about the prospect of working with AMP Corporation to improve the customer experience and increase retention through quick resolution of any customer concerns.
Overview
15
15
years of professional experience
Work History
Office Manager
USMD
05.2015 - Current
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Customer Service Representative
Regional Finance
04.2013 - 04.2015
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Grew existing customer accounts by 29% through exceptional customer service and effective sales techniques
- Actively maintained and updated customer accounts in HubSpot
- Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 19%
- Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40
Customer Service Representative
Allstate Corp Services
07.2011 - 04.2013
- Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate
- Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers
- Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers
- Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media
- Increased average customer order size for new customers by 14% by understanding needs and recommending the right products
Customer Experience Intern
ClearVision Optical
05.2008 - 07.2011
- Assisted in 200+ tele-sales that brought in new customers to the clinic
- Used Microsoft Office tools to track customer experiences, communication, and marketing efforts
Education
Bachelor of Arts - Management Information Systems
Capella University
Minneapolis, MN2018
Skills
- CRM (HubSpot)
- NPS, Customer Retention
- Customer Satisfaction
- Empathetic & Courteous
- Detail-oriented
- Microsoft Excel
- Social Media (Twitter
- Instagram)
- Problem-solving
Timeline
Office Manager
USMD
05.2015 - Current
Customer Service Representative
Regional Finance
04.2013 - 04.2015
Customer Service Representative
Allstate Corp Services
07.2011 - 04.2013
Customer Experience Intern
ClearVision Optical
05.2008 - 07.2011
Bachelor of Arts - Management Information Systems
Capella University
Similar Profiles
Kesha BoltonKesha Bolton
Sr Quality Medical Assistant at USMDSr Quality Medical Assistant at USMD
Nicole GolstonNicole Golston
Patient Access Specialist at USMDPatient Access Specialist at USMD
Courtney RubitCourtney Rubit
Patient Access Representative at USMDPatient Access Representative at USMD
Marcos SalazarMarcos Salazar
Civil Engineering Intern at Charles Crook ConsultingCivil Engineering Intern at Charles Crook Consulting
Lillian KnothLillian Knoth
Shift Supervisor at StarbucksShift Supervisor at Starbucks