Matthew Awhanjinu
Houston,TX
Summary
Dynamic professional recognized for exceptional customer service and operational efficiency at Athene Annuity And Life Company. Proficient in strategic problem resolution and effective communication, with a strong focus on enhancing service quality. Proven track record in improving team performance while ensuring client satisfaction and adherence to industry standards. Aiming to leverage these skills to drive continued success in a challenging environment.
Overview
7
7
years of professional experience
Work History
Driver
Independent Contractor
08.2020 - Current
- Worked with clients to their maximum satisfaction on their requested trips and deliveries
- Completed trips and deliveries in a friendly, safe, courteous, and efficient manners
- Tailored work approach to ensure clients maximum satisfaction
- Communicated assignment-related issues promptly to the clients
- Ensured that assignments are completed according to stipulated requirements
- Adhered to all safety, traffic rules, and job procedures
Customer Service Representatives
Athene Annuity And Life Company
Des Moines, IA
08.2022 - 05.2023
- Educates customers on Athene products and answer questions related to the company’s products such as product changes, tax consequences, state regulations, claims, retirement accounts, trusts, estates
- Etc
- Provides information regarding individual policies including beneficiary information, explanation of values, strategies, terms and conditions
- Ensures and documents the appropriate response to each question, which can range from the simple to complex
- Processes a variety of transactions include address changes, beneficiary changes, partial withdrawals, replacements, ownership changes, etc
- Formulates correspondence with customers through various communication channels and takes initiative to be a solution seeker
- Receives and processes incoming telephone requests from agents, policy owners, and third parties
- Served as a Lead in coaching a team of new hires, and being a helpful resource to them while on live calls
- Assist client and agents in troubleshooting problem with portal access
- Answers calls on multiple queues up to 55 calls per day
- Collaborate with managers across contact Centre to enhance efficiency and improves quality of service
Assistant Manager
Popeyes
Baltimore, MD
05.2018 - 08.2020
- Prepared and interpreted financial and operational reports and schedules, analyzed data, and developed solutions to ensure operating goals are achieved
- Assisted the Restaurant Manager by overseeing assigned shifts and monitored brand standards execution and adherence by directing hourly staff to achieve guest service standards in a clean and pleasant environment
- Assisted in the achievement of controllable profit goals by monitoring controls and taking corrective action to achieve the desired result
- Developed and coached hourly employees on brand standards, corporate policies and procedures, and other guest focused programs and activities to meet or exceed guest service standards
- Worked with the Restaurant Manager to attract, hire, onboard and retain the best hourly talent to meet staffing requirements and guest service standards
- Brought employees relations issues, deviations from brand standards, and other guest issues to the attention of the Restaurant Manager; recommended corrections and participated in their executions as required
- Worked with the Restaurant Manager to develop hourly employees corporate training programs, individual development plans, and system assignments
- Ensured proper security procedures are in place to protect employees, guests, and company assets
- Enforced sanitary practices for food handling, general cleanliness and maintenance of kitchen, dining areas, and restrooms
- Worked to create and maintained an enjoyable and respectful environment for our guests and employees
- Maintained compliance with all employment policies and Brand Standards including all state, local and federal regulations
- Followed management cash handling, inventory, and other operational procedures
- Utilized a preventive maintenance system, ensuring adequate repair of buildings and equipment as needed
- Maintained & implemented a strong commitment to guest satisfaction
- Was responsible for maintaining all hourly personnel files in accordance with federal, state, and local laws
- Completed all other tasks and duties as assigned and demanded
Education
Bachelor of Science - Computer Science
Arizona State University
Tempe, AZ 01.2025 - Current
High School Diploma -
Kankon Senior Secondary School
Badagry, LG06.2016
Skills
- Effective Time Management
- Effective Multitasking
- Effective Communication
- Strategic Problem Resolution
- Meticulous Attention To Detail
- Effective Team Contributor
- Proficient in Computer Applications
- Experienced with Microsoft Office Suite
- Customer Service Excellence
- Telephone etiquette
- Rapid Learner
- Adaptability
- Empathy
- Active Listening
- Resilient in Fast-Paced Environments
- Efficient Performance Under Pressure
- Ability to work in a diverse environment
- Verbal and written communication
- Strategic planning
- Collaborative Relationship Management
- Dependable Attendance
- Flexible schedule
- Customer rapport
- Professional Call Handling
- Service Quality Adherence
- Call center experience
- Call center operations
Timeline
Bachelor of Science - Computer Science
Arizona State University
01.2025 - Current
Customer Service Representatives
Athene Annuity And Life Company
08.2022 - 05.2023
Driver
Independent Contractor
08.2020 - Current
Assistant Manager
Popeyes
05.2018 - 08.2020
High School Diploma -
Kankon Senior Secondary School
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