Summary
Overview
Work History
Education
Skills
About Me...
Interests
Certification
Timeline
Generic
Lynette D. Matthews

Lynette D. Matthews

18833 Whispering Woods Dr,Greendale IN

Summary

Dedicated, results-driven team player seeking career opportunity to make lasting impact and achieve job satisfaction. Motivated individual eager to enhance skills in dynamic work environment.

Overview

17
17
years of professional experience
1
1
Certification

Work History

PHONE AGENT BDU-ANALYST/ PROJECT LUNA

CITIBANK
01.2022 - Current
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Received numerous commendations for exceptional performance in providing excellent phone support to clients.
  • Pleasantly greeted customers on phone and asked open-ended questions to determine reason for call.
  • Effectively communicated pertinent information between departments, ensuring smooth operations within the organization.
  • Monitored call volume, call length and other related metrics and consistently met objectives.
  • Streamlined call handling processes for improved efficiency and reduced average call time.
  • Developed rapport with customers to encourage repeat business and positive word-of-mouth referrals.
  • Managed high call volumes during peak periods while maintaining a calm demeanor and professional attitude.
  • Provided empathetic assistance to customers experiencing difficulties with products or services, offering solutions tailored to individual needs.
  • Supported colleagues during high call volume periods, demonstrating strong teamwork skills, and contributing to a positive working environment.
  • Participated in ongoing training sessions to stay updated on industry trends, company policies, and product knowledge enhancements.
  • Maintained detailed records of each interaction, documenting customer concerns and actions taken for future reference or analysis purposes.

Front Desk Coordinator

Double Tree Hilton Hotel
01.2021 - Current
  • I work here 1 day a week. (Saturday's in AM)
  • Ensured accurate billing by carefully reviewing invoices before issuing them to clients or submitting payment requests internally.
  • Balanced daily cash drawer reconciliations, ensuring accurate financial recordkeeping.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained strict confidentiality when handling sensitive client information in accordance with company policies.

PHONE AGENT

YETI CORPORATE SALES
09.2021 - 08.2022
  • Took Phone calls for businesses, Put logo’s on the products. Solved any issues that arise, sent out emails.
  • Provided empathetic assistance to customers experiencing difficulties with products or services, offering solutions tailored to individual needs.
  • Contributed positively to team meetings; shared ideas and suggestions for improving customer service and overall team efficiency.
  • Identified opportunities for process improvements, leading to increased productivity and more efficient workflows within the team.
  • Collaborated with team members to achieve and maintain high-quality service standards consistently.
  • Interacted with clients on regular basis to quickly alleviate issues and provide status reports.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.

MARKETING MANAGER

AMERICAN WEATHERTECHS
01.2018 - 11.2021
  • Provided classroom training, and in-field training to Canvassers. Payroll/Accounting. Recruited/Hired As a canvasser I made the company 350,000 the first year personally, and in 2019 my team made the company 3.5 million. Marketing our products for window, siding and roofing this is about building Rapport and customer experience which is the image we want to provide to our customers.
  • Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Managed social media accounts for optimal audience engagement and increased online presence.
  • Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
  • Organized successful trade show exhibits, showcasing products or services effectively to potential customers or partners.
  • Analyzed market trends to identify new opportunities, adjusting marketing plans accordingly for maximum effectiveness.
  • Mentored junior team members, providing guidance and support to foster professional growth and skill development within the marketing department.
  • Coordinated with sales teams to align marketing and sales strategies, driving revenue growth.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.
  • Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.

MEDICAL LAB TECH

MERCY WESTERN HILLS/WEST
08.2008 - 09.2018
  • Processing labs, testing samples, centrifuging the blood, inputting all the data and storing it in the computer system/ EPIC Communicating the results to the physicians in a concise and timely manner.
  • Biochemistry Department
  • Ensured quality control by performing routine maintenance on lab equipment and calibrating instruments as needed.
  • Followed safety protocols to maintain safe and secure laboratory environment.
  • Prepared reagents and solutions, making readily available during testing for convenience.
  • Reduced error rates in testing procedures through careful attention to detail and adherence to established protocols.
  • Developed strong working relationships with colleagues, fostering a positive team culture focused on collaboration and innovation.
  • Maintained confidentiality of all patient information to conform to HIPAA, internal, and other regulatory standards.
  • Improved patient diagnosis with meticulous execution of hematological tests.

Education

AA Real Estate - Real Estate

Cincinnati State
01.2024

Bachelor of Science - Lab Technician

Cincinnati State
Cincinnati, OH
05-2008

High School Gen Ed. -

Live Oak High
01.1994

Skills

  • Strong Technical Skills and capabilities
  • Working with a team of people to accomplish common goals
  • Committed to ongoing learning and career development to achieve & deliver quality outcomes in a timely manner
  • Client interactions
  • Customer assistance
  • High volume environments
  • Complaint handling
  • Telephone etiquette
  • Problem-solving skills
  • Verbal and written communication
  • Listening skills

About Me...

Creative, Enthusiastic Individual with a strong work ethic. I have been at CITI a little over 3 years. During which time I have been in Billing Disputes, answered overflow of Customer Service, servicing our clients. In 2023 I was chosen to help with the WISH Project which provided training to individuals in certain aspects of their job. Currently I am working on Project Luna, An AI system to help integrate client experiences, which will help lower first call resolution rates and enhance customer’s overall experience.

Interests

  • I am a travel agent in my off time, it is a hobby of mine I specialize in cruises
  • Exploring famous landmarks, historical sites, and cultural attractions in a new destination
  • Participating in cultural exchange programs and homestays
  • Enjoy creating and following travel blogs
  • Historical Exploration
  • Adventure Travel
  • Train Travel
  • Road Trips
  • Sharing travel tips, recommendations, and insights with fellow enthusiasts
  • Documenting and sharing travel experiences
  • Make Wreath's (Poly Burlap, Deco Mesh)
  • Write Poetry

Sonnets

Lyric

  • Crocheting

Certification

  • Leadership Certification
  • Agile Certification

Timeline

PHONE AGENT BDU-ANALYST/ PROJECT LUNA

CITIBANK
01.2022 - Current

PHONE AGENT

YETI CORPORATE SALES
09.2021 - 08.2022

Front Desk Coordinator

Double Tree Hilton Hotel
01.2021 - Current

MARKETING MANAGER

AMERICAN WEATHERTECHS
01.2018 - 11.2021

MEDICAL LAB TECH

MERCY WESTERN HILLS/WEST
08.2008 - 09.2018

AA Real Estate - Real Estate

Cincinnati State

Bachelor of Science - Lab Technician

Cincinnati State

High School Gen Ed. -

Live Oak High

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