Matthew MacKay
Temecula,CA
Summary
Customer service professional with comprehensive experience improving customer satisfaction and streamlining operations. Known for collaborative team efforts and adapting to dynamic environments. Skilled in conflict resolution and maintaining high service standards.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Associate / E-Commerce Account Manager
Maxim Lighting, Intl.
09.2014 - Current
- Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Expert at resolving customer issues by researching and analyzing information, policies and offering services and products
- Effectively communicate and present information to employees, colleagues, and senior management, demonstrating strong influence and negotiation skills
- Assist customers with billing, troubleshooting, and account issues
- Manage backordered products, ensuring efficient shipping and item availability
- Engage with customers to understand their needs, resolve issues, and provide detailed product information
- Expert at prioritizing, planning, organizing, and coordinating high volume work while maintaining high levels of accuracy, attention to detail, and meeting assigned deadlines
- Integrate work across relevant areas, enhancing customer satisfaction and managing risks
Call Center Representative
Newegg.com
04.2013 - 09.2014
- Provided professional and knowledgeable service to customers through incoming calls
- Answered, screened, and processed high call volumes using call management systems
- Engaged with callers to clarify information, diffuse anger, and offer resolutions
- Met or exceeded call speed, accuracy, and volume benchmarks consistently
- Handled escalated customer service concerns, preserving satisfaction and relationships
- Delivered fast, friendly, and knowledgeable service for routine inquiries and complaints
Education
High School Diploma -
Bishop Amat Memorial High School
La Puente, CA06.2004
Psychology & Sociology -
California Polytechnic University
Pomona, CA01.2008
Skills
- Proficient in Microsoft Word, Excel, and PowerPoint
- Problem-solving expertise
- Conflict resolution techniques
- Strong focus on accuracy
- Strong communication skills
- Data Entry
- Multitasking and Prioritization
- Proficient in multi-line phone systems
- Sales and Upselling
- Strong interpersonal and communication skills
- Demonstrated leadership and initiative
- Inter-Department Collaboration
- Nurturing client relationships
- Multi-line telephones
- Call center experience
- Quality assurance
- Order fulfillment
- Account management
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsPaid sick leave401k matchPaid time offTimeline
Senior Customer Service Associate / E-Commerce Account Manager
Maxim Lighting, Intl.
09.2014 - Current
Call Center Representative
Newegg.com
04.2013 - 09.2014
Psychology & Sociology -
California Polytechnic University
High School Diploma -
Bishop Amat Memorial High School
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