Matthew Colucci
Mahwah,NJ
Summary
Customer experience professional with strong background in sports, customer engagement and satisfaction. Able to collaborate with other departments in order to solve customer facing problems and communicate resolution to customer's and internal teams. Driven to assist struggling agents by performing regular coaching sessions virtually and through ticket reviews.
Overview
4
4
years of professional experience
Work History
Senior Customer Experience Associate
DraftKings
03.2024 - Current
- Assist with Coaching Sessions for lower-performing agents by reviewing previous tickets and providing a write-up on Skills/Opportunities
- Conduct bi-weekly virtual meetings with lower performing agents via Zoom
- Responsible for running multiple Team Meetings along with issue type presentations
- Regularly assist with Response Team responsibility across multiple departments regarding any issues facing the application/website
Customer Experience Associate
DraftKings
06.2021 - 03.2024
- Assisted customers via email/phone call with issues pertaining to their account (Verification, Restrictions, Transaction History, etc.)
- Trusted with ability to offer Coaching Sessions for lower performing members of the team
- CX Playermaker of the Week for outstanding response and connection with customer (10/05/2022)
- Trained newly acquired agents on the proper processes they will use during their day-to-day
- Created multiple presentations to enhance general knowledge of team and department on specific issue types/processes
Customer Service Representative
Santander Bank Us
02.2021 - 05.2021
- Received 70-80 daily inbound calls regarding customer's accounts
- Navigated through up to three difference systems in order to complete a task
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Business Administration
Salve Regina University
Newport, RI05-2019
Skills
- Customer focused
- Quickly adapt to change
- Problem solving
- Service excellence
Timeline
Senior Customer Experience Associate
DraftKings
03.2024 - Current
Customer Experience Associate
DraftKings
06.2021 - 03.2024
Customer Service Representative
Santander Bank Us
02.2021 - 05.2021
Bachelor of Science - Business Administration
Salve Regina University
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