Mathew Marty
West New York
Summary
Dynamic Customer Experience Associate with a proven track record at DraftKings, excelling in KPI attainment and client advocacy. Skilled in multi-channel communication and conflict resolution, I effectively reduced average handle time by 15% while enhancing customer satisfaction. Committed to building relationships and promoting brand loyalty through exceptional service.
Overview
7
7
years of professional experience
Work History
Customer Experience Associate
DraftKings
09.2022 - Current
- Delivered exceptional customer service by demonstrating product knowledge, resolving issues, and conducting research to address customer inquiries across multiple channels, including phone, email, and chat.
- Managed high-volume interactions while exceeding KPIs for quality, average handle time reduced by 15%, and shift adherence.
- Promoted the DraftKings brand through effective conflict resolution and clear communication, advocating for players to support business growth.
Front Desk Associate
Residence Inn Marriott
Secaucus
03.2019 - 08.2022
- Delivered exceptional guest experiences as the primary point of contact, proactively and courteously addressing needs to ensure a positive hotel stay.
- Accurately posted charges, collected payments, and followed cash-handling procedures, while handling guest mail and messages with professionalism and privacy.
- Demonstrated comprehensive knowledge of the hotel brand, travel programs, and special offers, effectively communicating guest feedback to departments and management.
- Responded promptly to incoming calls, lobby visitors, and team members, providing seamless front desk support.
Education
Associate of Arts - Communications
Bergen Community College
Paramus, New Jersey05-2020
Skills
- KPI attainment
- Client advocacy
- Multi-channel communication
- CRM software
- Conflict resolution
- Relationship building
- Inbound call management
- Sales and upselling
Timeline
Customer Experience Associate
DraftKings
09.2022 - Current
Front Desk Associate
Residence Inn Marriott
03.2019 - 08.2022
Associate of Arts - Communications
Bergen Community College