Matthew Lewis
Marana,USA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Digital Engagement Specialist
Tucson Federal Credit Union
02.2024 - Current
- Analyzed member feedback to identify areas for service improvement and drive operational efficiency.
- Led initiatives to streamline processes, resulting in improved response times for member inquiries and requests.
- Evaluated engagement metrics to assess program effectiveness and inform strategic decision-making processes.
- Provided ongoing support to clients throughout their journey, fostering long-lasting partnerships built on trust and mutual understanding.
- Coordinated with other departments within the organization when necessary, fostering an environment of collaboration towards shared objectives related to customer success.
- Built strong relationships with clients through active listening and empathy, resulting in increased loyalty and retention.
- Cultivated positive community image by promptly addressing concerns and feedback.
Retention Specialist
GEICO
06.2019 - 02.2024
- Adjusted contracts to fulfill customer needs
- Used customer service techniques to promote company growth
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
Service Operations Manager
Albertsons
09.1999 - 06.2019
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained records of service transactions and customer feedback for future reference.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Bookkeeper
Albertsons
05.2013 - 07.2018
- Implemented accounting software solutions to streamline bookkeeping tasks.
- Oversaw payroll processing, ensuring compliance with tax regulations and deadlines.
- Analyzed financial data to identify discrepancies and improve reporting accuracy.
- Maintained and processed invoices, deposits, and money logs.
- Handled payroll processing for employees, ensuring timely payment and adherence to tax regulations.
- Posted daily receipts and payments in accordance with corporate protocols.
- Maintained accurate records of all transactions, ensuring compliance with company policies and applicable regulations.
- Improved financial accuracy by reconciling accounts and identifying discrepancies in financial records.
Education
Bachelors - Journalism
San Diego State University
San Diego, CA06-2013
High School - undefined
Grossmont High School
La Mesa, CA06.2001
Skills
- P>Customer Relations
- P>Persuasion techniques
- P>Training and mentoring
- P>Talent management
- P>File and records management
- P>Wages and salary
- Manage Employee Relations
- Onboard New Hires
- Customer Service and Assistance
- In-Person and Telephone Interviewing
- Employee and Applicant Assessment
- Benefits Administration
- Documentation Skills
- Customer Relations
- Time Tracking and Payroll Administration
- Human Resources Management Systems
Timeline
Digital Engagement Specialist
Tucson Federal Credit Union
02.2024 - Current
Retention Specialist
GEICO
06.2019 - 02.2024
Bookkeeper
Albertsons
05.2013 - 07.2018
Service Operations Manager
Albertsons
09.1999 - 06.2019
High School - undefined
Grossmont High School
Bachelors - Journalism
San Diego State University