Matela Kromah
Fort Worth
Summary
Results-oriented customer care trainer with a proven track record of successfully coaching and developing over 42 recruits in the past year and a half. Recognized for early selection into training leadership roles, showcasing a natural talent for mentoring, team engagement, and operational excellence. Possessing a strong background in customer care, sales, and supervision, currently pursuing a degree in Criminal Justice to further enhance leadership and problem-solving abilities.
Overview
9
9
years of professional experience
Work History
Customer Care Trainer
Navitus
01.2024 - Current
- Conduct structured and engaging training sessions for over 42+ new recruits, equipping them with the technical knowledge, customer service skills, and confidence to excel in their roles
- Provide personalized coaching to trainees, identifying their strengths and areas for improvement to tailor developmental strategies that enhance individual performance
- Gather feedback from recruits and leadership to refine training programs, improving effectiveness and aligning with evolving departmental goals
Customer Care Specialist
Navitus
02.2023 - 01.2024
- Provided proactive solutions for common customer inquiries, leading to increased satisfaction ratings
- Contributed to increased pharmacy revenue through proactive promotion of over-the-counter products and services
- Selected to assist the training department as a room helper, managing attendance, answering questions, and fostering engagement among recruits
Collections Agent
Credit Systems International, Inc.
10.2016 - 01.2023
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction
- Exceeded monthly recovery targets by 15% through strategic negotiation and conflict resolution
Sales Lead/Supervisor
New York & Company
08.2015 - 06.2017
- Coached employees in successful selling methods and encouraged cross-selling for additional products and services
- Monitored employee performance, providing constructive feedback and coaching as needed to support professional growth and skill development
- Provided ongoing coaching to team members, fostering a supportive environment that encouraged professional growth and skill development
Education
Associate of Science - Criminal Justice
Southern New Hampshire University
06.2026
Skills
- Leadership & Team Management
- Coaching & Training Development
- Conflict Resolution & Problem-Solving
- Process Improvement
- Sales Strategy & Performance Optimization
Timeline
Customer Care Trainer
Navitus
01.2024 - Current
Customer Care Specialist
Navitus
02.2023 - 01.2024
Collections Agent
Credit Systems International, Inc.
10.2016 - 01.2023
Sales Lead/Supervisor
New York & Company
08.2015 - 06.2017
Associate of Science - Criminal Justice
Southern New Hampshire University
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