Matt Stanford
Piney Flats,TN
Summary
Accomplished Executive Escalation Analyst at Agero with a proven track record in enhancing customer satisfaction and reducing liability through analytical thinking and effective project management. Excelled in team collaboration and leadership, achieving significant improvements in service offerings and compliance training. Skilled in MS Excel and adept at turning data into actionable insights.
Overview
13
13
years of professional experience
Work History
Executive Escalation Analyst
Agero
07.2017 - Current
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Identified trends and patterns in large datasets, leading to actionable insights to limit liability
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
Server
Cheddars Stratch Kitchen
05.2016 - 08.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Night Auditor
Meadowview Marriott Conference Resort And Convention Center
03.2014 - 04.2016
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
Customer Care Representative
Advanced Call Center Technologies LLC
06.2011 - 08.2013
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Contributed to team success, consistently achieving call center performance metrics.
Education
No Degree - Finance
Kennesaw State University
Kennesaw, GAAssociates Degree Finance - Finance
Northeast State Community College
Blountville, TN05.2000
Skills
- Analytical Thinking
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
- Project Management
- Risk Analysis
Accomplishments
- Achieved fewer past due cases through effectively helping other agents with tasks
- Achieved Top Performer of 2020 by completing cases with accuracy and efficiency.
- Used Microsoft Excel to distribute escalated cases to other agents
Timeline
Executive Escalation Analyst
Agero
07.2017 - Current
Server
Cheddars Stratch Kitchen
05.2016 - 08.2017
Night Auditor
Meadowview Marriott Conference Resort And Convention Center
03.2014 - 04.2016
Customer Care Representative
Advanced Call Center Technologies LLC
06.2011 - 08.2013
No Degree - Finance
Kennesaw State University
Associates Degree Finance - Finance
Northeast State Community College