Matthew Cohee
Maple Grove,MN
Summary
Positive and upbeat proven hard worker with 5 years of customer service experience ranging in all aspects of a call center.
Overview
5
5
years of professional experience
Work History
Customer Service Advocate
Paycor
Cincinnati, OH
04.2022 - Current
- Answered inbound calls, chats and emails to facilitate customer service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Monitored trends and recommended customer service improvements to enhance team success.
- Consulted with customers regarding needs and addressed concerns.
- Consulted with customers to resolve service issues.
LegalZoom Trainer
SYKES
DeLand, FL
07.2019 - 04.2022
- Trained newly hired top talent to fill key positions and maximize productivity.
- Compiled and analyzed weekly trainee retention reports.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Prepared hard copy training materials, module summaries, videos, and presentations.
- Created tests, exercises, and role-plays for courses to verify competency.
- Managed learning experience consistent with company philosophy and company-wide strategies.
- Produced training materials to engage and educate individuals.
- Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Identified and communicated to management regarding areas needing additional training.
- Devised strategies for optimizing work procedures, technical training and standard processes.
- Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
- Tracked attendees, participation and understanding of course material.
- Evaluated and communicated trainee participation and performance in reports to management.
Education
High School Diploma -
Ascend Academy Charter High School
Margate, FL06.2019
Skills
- Customer Billing
- Data Entry
- Customer Complaint Resolution
- Troubleshooting Technical Issues
- Customer Contact
- Payment Processing
- Problem-Solving Skills
- Resolving Issues
- Answering Questions
- Expediting Orders
- Processing Customer Requests
- Presentations and demonstrations
- Materials organization
- Public speaking
- Student engagement
- Planning and coordination
- Company policies and procedures
- Lesson planning
- Program management
- Report Generation
- Account Management
- Issue and Complaint Resolution
- Responding to Difficult Customers
- De-escalation Techniques
- Data Entry and Maintenance
- Call Documentation
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Creative Problem Solving
- Upbeat and Positive Personality
- Microsoft Office Expertise
- Customer Account Management
- Customer Retention Strategies
Accomplishments
- October 2019 - Assisted Sykes in helping Expedia and Chase Ultimate Rewards launch a new form of servicing their customers called "Chat".
- October 2019 - Became a flex Chat Agent/Tier 3 Supervisor in the Expedia/Chase Ultimate Rewards line of business for Sykes.
- August 2020 - Was chosen by Sykes DeLand to help kickstart their new partnership with LegalZoom by joining their email/phones flex team.
- March 2021 - Held the highest average quality assurance score on my team for the month with a 97% average.
- April 2021 - Became a "Support" agent for production and nesting agents taking calls.
- July 2021 - Became a LegalZoom Trainer
- April 2022 - Started With Paycor
- March 2023 - Hand selected by my manager to help the "Case Support" Paycor team in clearing out backlog of W2C adjustments.
Timeline
Customer Service Advocate
Paycor
04.2022 - Current
LegalZoom Trainer
SYKES
07.2019 - 04.2022
High School Diploma -
Ascend Academy Charter High School