Matthew Johnson
Las Vegas,NV
Summary
Seasoned Call Center Lead with comprehensive background in customer service and team management. Skilled in handling high-volume calls, resolving customer issues, and training new employees. Strong leadership abilities have resulted in improved team efficiency and productivity. Proven track record of meeting targets while maintaining quality standards.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Call Center Lead
Wynn Las Vegas
Las Vegas, Nevada
10.2021 - Current
- Supervised call center agents to ensure quality service and adherence to protocols.
- Resolved escalated customer inquiries through effective communication and problem-solving.
- Enforced adherence to company guidelines and best practices when handling customer interactions.
- Participated in special projects assigned by upper management as needed.
- Resolved escalated customer complaints and disputes over the phone or via email.
- Monitored incoming calls and managed customer inquiries in a timely manner.
- Updated customer accounts, addresses and contact information.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Managed escalated customer complaints, ensuring timely and effective resolution.
Call Center Representative
Wynn Las Vegas
Las Vegas, Nevada
04.2021 - 10.2021
- Handled incoming calls, addressing customer inquiries and concerns efficiently.
- Managed call queues, ensuring timely responses to customers during peak hours.
- Trained new hires on call center procedures and best practices for service delivery.
- Conducted follow-up calls to ensure resolution of customer issues and concerns.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Promoted available products and services to customers during service, account management and order calls.
Delivery Driver
FedEx
Las Vegas, Nevada
11.2020 - 04.2021
- Delivered packages efficiently to residential and commercial locations.
- Maintained vehicle cleanliness and conducted routine inspections for safety compliance.
- Communicated with dispatch to confirm delivery schedules and routes.
- Loaded and unloaded packages while adhering to weight restrictions and safety protocols.
- Assisted customers with inquiries regarding delivery status and policies.
- Managed delivery documentation, ensuring accuracy in records and logs.
Call Center Representative
Wynn Las Vegas
Las Vegas, USA
02.2019 - 11.2020
- Handled incoming calls, addressing customer inquiries and concerns efficiently.
- Managed call queues, ensuring timely responses to customers during peak hours.
- Trained new hires on call center procedures and best practices for service delivery.
- Conducted follow-up calls to ensure resolution of customer issues and concerns.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Stock Clerk
Wynn Las Vegas
Las Vegas, USA
09.2015 - 02.2019
- Organized inventory storage in compliance with Wynn Las Vegas standards.
- Maintained accurate stock levels using inventory management systems.
- Delivered timely restocking of supplies to various departments.
- Collaborated with team members to streamline inventory processes.
- Inspected incoming shipments for quality and accuracy upon arrival.
- Assisted in training new staff on inventory procedures and safety protocols.
- Monitored stock rotation to minimize waste and ensure freshness.
- Monitored expiration dates on perishable items regularly throughout shift; removed any expired goods from shelves quickly.
Store Receiving Specialist
Toys 'R' Us
Las Vegas, USA
06.2013 - 10.2015
- Received and inspected incoming merchandise for quality and accuracy.
- Organized stockroom to optimize space and improve accessibility of items.
- Collaborated with team to manage inventory levels effectively.
- Maintained cleanliness and organization of receiving area for safety compliance.
- Developed efficient processes for unloading trucks and processing shipments.
- Managed multiple tasks simultaneously while maintaining attention to detail.
- Conducted regular cycle counts of inventory and identified discrepancies between physical counts and system reports.
- Organized stockroom shelves and ensured inventory was properly labeled and stored away.
- Provided customer service assistance by responding to inquiries regarding product availability and pricing information.
- Unloaded trucks, checked in merchandise, stocked shelves and rotated stock as needed.
Cashier/Sales Associate
Babies, R' Us
Las Vegas, USA
10.2012 - 06.2013
- Processed customer transactions using point-of-sale systems.
- Assisted customers with product inquiries and selections.
- Managed cash register operations and balanced cash drawers.
- Maintained cleanliness and organization in checkout areas.
- Handled returns and exchanges while following store policies.
Dishwasher/Busser
Bella Cucina Italian Cuisine
06.2007 - 02.2008
- Operated dishwashing equipment to maintain cleanliness and sanitation standards.
- Sorted and organized dishes, utensils, and glassware for efficient cleaning.
- Assisted kitchen staff by providing clean supplies and equipment as needed.
- Maintained a clean work area by regularly cleaning floors and surfaces.
- Monitored inventory levels of cleaning supplies to ensure availability.
- Collaborated with team members to manage high-volume service periods effectively.
- Followed safety protocols to prevent accidents and maintain a safe environment.
Education
High School -
MARSHALL HIGH SCHOOL
Bend, OR06.2010
Skills
- Customer escalation management
- Technical troubleshooting
- Customer relationship management
- Professional demeanor
- Adaptability
- Business development
- Employee motivation
- Technical support
Certification
- Microsoft Office
- Microsoft Word
- Troubleshooting
References
References available upon request.
Timeline
Call Center Lead
Wynn Las Vegas
10.2021 - Current
Call Center Representative
Wynn Las Vegas
04.2021 - 10.2021
Delivery Driver
FedEx
11.2020 - 04.2021
Call Center Representative
Wynn Las Vegas
02.2019 - 11.2020
Stock Clerk
Wynn Las Vegas
09.2015 - 02.2019
Store Receiving Specialist
Toys 'R' Us
06.2013 - 10.2015
Cashier/Sales Associate
Babies, R' Us
10.2012 - 06.2013
Dishwasher/Busser
Bella Cucina Italian Cuisine
06.2007 - 02.2008
High School -
MARSHALL HIGH SCHOOL