Matthew Dahl
Alpharetta,Georgia
Summary
Dedicated Customer Service Specialist with over 20 years of experience boosting customer satisfaction and retention in hospitality, retail, and client service sectors. Enhanced operational efficiency through effective use of CRM systems and strong client relations, consistently exceeding performance metrics while delivering results-driven service. Offers a proven ability to improve customer experiences and foster loyalty, making a positive impact on business outcomes.
Overview
11
11
years of professional experience
Work History
Pharmacy Benefits Specialist
Prime Therapeutics a Division of Qualfon
Remote, USA
07.2024 - 06.2025
- Managed a high volume of inquiries from pharmacy, Medicare/Medicaid, and member services, ensuring a smooth customer experience and maintaining high satisfaction levels.
- Ensured compliance with HIPAA and CMS regulations, contributing to a robust and trustworthy service environment.
- Maintained a performance score of over 97%, showcasing a commitment to excellence and effective problem-solving in customer interactions.
Customer Service Specialist
CDS - Advantage Solutions
Alpharetta, USA
12.2022 - 05.2024
- Agent assigned to distribute and market free samples to Costco members, excelled in customer engagement at the Costco store in Alpharetta, GA, ensuring adherence to established guidelines for quality service delivery.
- Maintained strict food safety compliance protocols.
- Collaborated with team members to market new products from newly established vendors.
Food and Beverage Associate (Deli Production Expert)
Target
Milton, USA
03.2022 - 06.2023
- Managed the daily operations of a fully stocked hot and cold sub station at Super Target.
- Delivered exceptional guest experiences by actively assisting customers, contributing to increased satisfaction and repeat business.
- Adhered to all food safety and sanitation guidelines, ensuring a safe and clean environment.
- Replenished products on the sales floor and implemented proper product rotation, minimizing waste, keeping displays attractive and well-stocked.
Remote - Client Services Associate
Bed Bath and Beyond
Atlanta, GA
09.2019 - 01.2022
- Provided customer support through phone, chat, and email, effectively resolving inquiries and enhancing customer satisfaction.
- Processed orders and managed billing or account updates.
- Maintained strong communication and organizational skills, utilizing multiple CRM platforms to research information and troubleshoot.
- I met or surpassed quality assurance and productivity requirements for EE metrics.
Retail Merchandiser - Walmart & Sams Club
Premium Retail Services
Chesterfield, MO
06.2016 - 07.2019
- Organized and executed visual blueprints for promotional displays, which maximized marketing effectiveness and ensured brand consistency in a competitive retail environment.
- Utilized marketing skills to strategically align product placements with promotional strategies, contributing to increased sales and improved inventory accuracy with Premium 360.
- Earned the quarterly Premium Proud recognition award for delivering exceptional service as a top-performing representative.
- The Field Excellence Award showcases my consistent ability to exceed performance expectations.
Remote Domestic and International Reservationist
Hilton Worldwide (HRCC)
Jacksonville, FL
07.2014 - 05.2016
- Managed global reservation inquiries and modifications for Hilton properties.
- Exceeded upselling consistently, surpassing customer satisfaction and guest experience, and accuracy metrics.
Education
Associate of Science - Hospitality Management
Florida State College at Jacksonville
12.2015
General Studies - Business Major
New Jersey City University
12.1992
Diploma - General Studies in Business
Marist High School
05.1991
Skills
- CRM Accuracy Metrics
- Customer Engagement
- Customer Retention
- Time-Management
- Upselling
- MS Office and Teams
- Google Suite
- Zoho CRM
- Citrix Systems
- E-Lead CRM
- Salesforce
- Zendesk
- HubSpot
Websites
Personal Information
- Date of Birth: September 27, 1973
- Nationality: German
Hobbies and Interests
- Traveling
- Tech Exploration
- Yoga and Mindfulness
- Golfing
- Reading
- Musicianship
- Digital Creator
- Collegiate Sports Enthusiast
Timeline
Pharmacy Benefits Specialist
Prime Therapeutics a Division of Qualfon
07.2024 - 06.2025
Customer Service Specialist
CDS - Advantage Solutions
12.2022 - 05.2024
Food and Beverage Associate (Deli Production Expert)
Target
03.2022 - 06.2023
Remote - Client Services Associate
Bed Bath and Beyond
09.2019 - 01.2022
Retail Merchandiser - Walmart & Sams Club
Premium Retail Services
06.2016 - 07.2019
Remote Domestic and International Reservationist
Hilton Worldwide (HRCC)
07.2014 - 05.2016
Associate of Science - Hospitality Management
Florida State College at Jacksonville
General Studies - Business Major
New Jersey City University
Diploma - General Studies in Business
Marist High School