Matt Heck
Austin,TX
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Associate
New Mexico Health And Human Services
08.2023 - Current
- Made outbound calls to customers seeking information regarding their benefits.
- Informed each and every customer of their benefits and helped them seek the information they needed.
- Conducted each call with a professional and empathetic demeanor.
- Utilized Salesforce to document each call and update information regarding the customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Ads Integrity Analyst(Trust & Safety)
MMC/Accenture
10.2021 - Current
- Thoroughly inspect the legitimacy of advertising businesses, business managers, accounts, users, homepages, and social media pages
- Adhere to policy standards and enforced on all violating content deemed harmful to the platform's ecosystem while exceeding quality expectations
- Recover revenue loss for platform’s associated business accounts
- Assist leadership with daily operations such as client shadowing, quality audits, training, and annotated business reviews
- Shift priorities between primary workflow and high priority ad hoc projects as determined by current social media climate/client request
- Collaborate with and influence client decisions based on comprehensive analysis of data
- Help train and calibrate auto-enforcement models via human review
- Create scalable documentation to improve processes and training efforts
Team Lead / Shift Supervisor
Sa-Ten Coffee & Eats
01.2018 - 09.2021
- Streamlined order of operations for assisting customers
- Trained all new employees on equipment and standards of service, routinely checked in with new employees
- Assisting in design and overall aesthetic of café space
- Built lasting and genuine relationships with our clientele
- Handled all cash and deposit for end of day sales
- Quickly promoted from server to team lead/shift supervisor
IT Support Specialist
Home Depot
06.2017 - 01.2018
- Quick resolution of a wide variety of corporate IT issues using industry standard tools like Zendesk
- Installation, configuration and maintenance of secure VPN network(s)
- Detailed reporting on ticket resolution and overall efficacy
- Created and managed a special team dedicated to advanced problem-solving techniques and internal excellency
Education
Washtenaw Community College
Ann Arbor, MISkills
- Technical support
- HTML5
- CSS
- JavaScript
- Customer service
- Software troubleshooting
- Content management
- WordPress
- Git
- Microsoft Office
- POS
- Inbound and Outbound Calling
- Verbal Communication
- Product Knowledge
- Salesforce
Certification
General Assembly Full Stack Immersive Program - 06/2017 Gained knowledge and proficiency in front-end and some backend technologies Worked with a team of other development to create applications using MongoDB, Express JS, ReactJS and Node JS Implementation of version control and use of git on final project
Timeline
Customer Service Associate
New Mexico Health And Human Services
08.2023 - Current
Ads Integrity Analyst(Trust & Safety)
MMC/Accenture
10.2021 - Current
Team Lead / Shift Supervisor
Sa-Ten Coffee & Eats
01.2018 - 09.2021
IT Support Specialist
Home Depot
06.2017 - 01.2018
Washtenaw Community College
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