Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

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, FL
06.2019

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

Similar Profiles

CREATE PROFILE
Matthew Cohee