Matrece Muldrow
Laveen
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Arizona Public Service Co
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Receptionist
Phoenix Men's Health Center
09.2022 - 02.2024
- Processed information by inputting details in computer system; arranged doctor appointments; managed payment transactions.
- Scanning information into the computers and answering incoming calls
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
Front Desk Receptionist
Lifewell Behavioral Wellness
02.2021 - 02.2024
- Answer an incoming calls schedule an appointment rerouting calls setting up transportation
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
Driver
Intensive Treatment Systems, LLC
09.2019 - 08.2021
- Providing excellent support
- Making sure that everyone is very comfortable
- Wants to assure the client are safe
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
Customer Service Representative
Arizona Department of Economic Security
01.2021 - 06.2021
- Helping customers with their medical needs also assisting with applications
- And other benefits
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Dispatcher/Customer Service
ComTrans
07.2018 - 09.2019
- Handled inbound calls to support clients establishing rights.
- Also sending out emails keeping track of the drivers to make sure they're on time to pick up the clients
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
Instructional Specialist
Arraya of Sunshine
04.2009 - 09.2019
- Monitor students learning progression of subject matter
- Prepares additional subject matter material contingent upon students requests
- Assist in technical subject matter in one or more related areas
- Assisted in the analysis of school-wide assessment data, informing programmatic decisions aimed at improving overall performance.
- Developed tailored learning strategies for diverse groups of students, resulting in improved academic outcomes.
- Evaluated instructional materials for quality and relevance, recommending changes as needed to improve student achievement.
- Collaborate with teachers to determine curriculum efficacy.
Customer Services
Target.com
02.2015 - 01.2016
- Answering incoming calls for target.com taking orders going over different orders looking at orders to see when the order is going to be actually delivered contacting UPS and FedEx to see if we can interrupt change addresses and update address on UPS and FedEx website
- Took entrepreneurial approach to enable technical expertise of customer services organization.
- Supervised work teams and motivated individuals to meet goals and objectives through stellar customer services.
- Boosted customer satisfaction by ensuring consistent delivery of high-quality products and services.
- Provided exceptional customer service, addressing concerns and customizing services to meet individual needs.
- Helped customers locate ideal menu items by listening to needs and recommending specific products or services.
Customer Service Representative
Asurion
06.2014 - 03.2015
- Assisted customers with their service with the company
- Inbound calls, troubleshooting and establishing service and terminating service with the company
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Staffing agency
10.2012 - 10.2013
- Answer inbound calls position required account management, new services, troubleshooting, and account cancelations
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Sprint Customer Service Representative
A.C.E
11.2011 - 09.2013
- Answering phone calls and customer inquiries
- Receive payments
- Assure customer satisfaction within sales department
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High school diploma - Business
marco de niza
Tempe, AZ05.2005
Skills
- Cold Calling
- Customer Care
- Case Management
- Customer Support
- Customer service
- CSR
- Call Center
- Behavioral health
- Behavioral Therapy
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Complaint handling
- Customer satisfaction measurement
- Call center operations
- Follow-up skills
- Call management
- Product knowledge
- Documentation
- Customer relationship management (CRM)
- Building rapport
- Customer education
- Receiving support
Certification
- Driver's License, 09/01/16, 04/30/38
- First Aid Certification, 05/01/22, 07/31/28
- CPR Certification, 03/01/21, 08/31/27
Personal Information
Authorized To Work: US
Timeline
Customer Service Representative
Arizona Public Service Co
02.2024 - Current
Receptionist
Phoenix Men's Health Center
09.2022 - 02.2024
Front Desk Receptionist
Lifewell Behavioral Wellness
02.2021 - 02.2024
Customer Service Representative
Arizona Department of Economic Security
01.2021 - 06.2021
Driver
Intensive Treatment Systems, LLC
09.2019 - 08.2021
Dispatcher/Customer Service
ComTrans
07.2018 - 09.2019
Customer Services
Target.com
02.2015 - 01.2016
Customer Service Representative
Asurion
06.2014 - 03.2015
Customer Service Representative
Staffing agency
10.2012 - 10.2013
Sprint Customer Service Representative
A.C.E
11.2011 - 09.2013
Instructional Specialist
Arraya of Sunshine
04.2009 - 09.2019
High school diploma - Business
marco de niza
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