Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Bradley Smith

Summary

Experienced in managing client accounts and optimizing client satisfaction through tailored solutions. Leveraging comprehensive knowledge of account management practices to foster long-term client relationships. Showcasing effective communication and problem-solving skills within a team-oriented setting. Focusing on delivering exceptional service, consistently striving to exceed client expectations and drive positive outcomes.

Overview

15
15
years of professional experience

Work History

Account Specialist

Cardinal Health
05.2023 - 03.2025
  • Achieved high levels of client satisfaction through timely resolution of account-related concerns.
  • Attended monthly sales meetings.
  • Met existing customers to review current services and expand sales opportunities.
  • Set up new customer accounts and updated existing profiles with latest information.
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
  • Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
  • Completed routine and complex account updates to resolve problems.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Collaborated with cross-functional teams to design custom solutions, meeting unique client needs and driving satisfaction.
  • Contributed to team objectives in fast-paced environment.
  • Developed and maintained strong working relationships with professionals within assigned territory.

Customer Support Associate

Cardinal Health
04.2016 - 05.2023
  • Member of the MedConnect Service working directly with client Home Health Nurses to place supply orders.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
  • Responded to customer requests for products, services, and company information.
  • Improved overall customer experience by proactively identifying areas for process improvement within the support department.
  • Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted in training new hires, sharing best practices, and fostering a team-oriented environment focused on delivering excellence in customer service.
  • Played an instrumental role in updating and maintaining the company''s knowledge base to ensure easy access to accurate and current information for both customers and support staff.
  • Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
  • Achieved high service ratings for consistently meeting and exceeding performance targets in call resolution times and quality assurance evaluations.
  • Supported continuous improvement initiatives within the department by actively participating in feedback sessions, process reviews, and team meetings focused on enhancing performance standards.
  • Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
  • Enhanced customer loyalty by resolving complaints and inquiries with empathy and efficiency.
  • Fostered positive work environment by actively participating in team-building activities.
  • Maintained up-to-date knowledge of product features, benefits, and updates to provide accurate support.

Customer Service Representative

Cardinal Health
04.2013 - 04.2016
  • Edgepark Medical Supplies
  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responsible for loading the automated dialer jobs for the day.
  • Reported directly to department executive on the dialer jobs each day
  • Responsible for Dialer Job strategy and management of user accounts
  • -Senior representative for a new product specific customer care team to provide a single point of contact resolution.

Operations Support Representative

Aris Teleradiology Professional
08.2011 - 06.2013
  • Liaise with Radiologists electronically to ensure prompt receipt of radiology reports.
  • Performed administrative duties and prepared operational procedures to assist operations support manager.
  • Improved operational efficiency by streamlining processes and implementing best practices.
  • Collaborated with operations team to provide excellent customer service and foster positive work environment.
  • Enhanced customer satisfaction through timely resolution of issues and proactive communication.
  • Monitored system performance to identify potential issues.

Customer Service Supervisor

Universal Screen Arts
09.2010 - 08.2011
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Improved office operations by automating client correspondence, record tracking and data communications.

Education

Bachelor of Arts - Theater

Kent State University
Kent, OH

Skills

  • Account administration
  • Customer relationship development
  • Document management
  • Microsoft office proficiency
  • Research proficiency
  • Reporting skill
  • Excellent communication
  • Active listening
  • Adaptability
  • Sales reporting

Timeline

Account Specialist

Cardinal Health
05.2023 - 03.2025

Customer Support Associate

Cardinal Health
04.2016 - 05.2023

Customer Service Representative

Cardinal Health
04.2013 - 04.2016

Operations Support Representative

Aris Teleradiology Professional
08.2011 - 06.2013

Customer Service Supervisor

Universal Screen Arts
09.2010 - 08.2011

Bachelor of Arts - Theater

Kent State University

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Matthew Bradley Smith