Matthew Baker
Customer Service Representative
Tipp City,OH
Summary
Highly proficient Senior Customer Service Representative demonstrating customer service orientation with interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Senior Customer Service Representative
Reynolds And Reynolds
Kettering, OH
04.2018 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved concerns with products or services to help with retention and drive sales.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coordinated customer service responses for high-value customers with complex issues as a leading representative of the Fixed Operations team.
Reading Intervention Specialist
North Dayton School Of Discovery
Dayton, OH
06.2015 - 03.2018
- Built positive and productive relationships with teachers to drive improvements to reading programs.
- Performed assessments and analyzed results to spot students in need of further help.
- Promoted memory, cognition and language development with hands-on activities and individualized instruction.
- Coordinated regular meetings to share and analyze student performance data and success plans with colleagues and parents.
- Improved behavior by modeling positive choices and teaching socially-acceptable options.
- Developed and maintained courteous and effective working relationships.
- Applied proven strategies to improve students' sensory- and perceptual-motor skills.
Education
Business
Bowling Green State University
Bowling Green, OH 08.2004 - 05.2006
Skills
Customer Relations
Coaching and mentoring
Telephone etiquette
Interdepartmental communication
Professional telephone demeanor
Complaint resolution
Accomplishments
- Achieved status of Senior Customer Support Specialist through effectively learning and passing 12 certification tests.
- Collaborate with Product Management, New Product Implementation, and Remote Software Implementation to ensure the success of a new product.
Timeline
Senior Customer Service Representative
Reynolds And Reynolds
04.2018 - Current
Reading Intervention Specialist
North Dayton School Of Discovery
06.2015 - 03.2018
Business
Bowling Green State University
08.2004 - 05.2006