Matthew Nealy
TEK Systems
Raleigh,NC
21
years of professional experience
Customer advisor with 20 years of experience in customer care within call center environments - Actively and empathetically listens to customer concerns - Proficiently uses and navigates multiple computer systems and applications with speed and agility to efficiently process customer requests and resolve or escalate issues
Work History
Member Experience Specialist
5 Months- Facilitated resolution of member inquiries to enhance overall member satisfaction and engagement.
- Educated and engaged customers with new bank products and services.
- Investigated and resolved accounting, service and delivery concerns for Members accounts proficiently using Fiserv DNA, Nautilus, Docuserv, Sharepoint and Salesforce tools.
Customer Assistance Specialist
1 Year 7 Months- Analyzed, categorized and efficiently processed patient support renewal applications, confirming eligibility for continuance in the program.
Medical Information Associate
3 Years 7 Months- Analyzed and researched inquiries and documents interactions according to organizational, client and regulatory guidelines
- Processed medical information inquiries, documented adverse events and product complaints
- Provided technical assistance to patients and caregivers related to pharmaceutical devices proper use and storage
- Responds accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products
- Processes fulfillments and provides clinical trial information or after-hours on call support
Customer Service Associate
1 Year 3 Months- Analyzed and researched inquiries and documents interactions according to organizational, client and regulatory guidelines
Senior Tier 2 Advisor
1 Year 11 Months- Receive escalations from Tier 1 and solve more complex technical or customer issues
Tier 1 Advisor
8 Months- Educated customers on software possibilities and resolved functional computer issues
- Navigated multiple applications with speed and agility to efficiently process customer requests, resolve technical issues or transfer calls to appropriate departments.
- Informatively guided customers ways to improve functionality of devices to improve user experience
- Appropriately escalated more complex issues to Tier 2 Advisors
Retirement Benefits Coordinator/Customer Service Representative
4 Years 10 Months- Managed caseload of retiring IBM employees at a human resources call center
- Proactively kept up with processing of health insurance, pension and 401k selections and paperwork. Attained series 6 and 63 licenses.
- Educated customers on all aspects of different available benefit options.
- Provided support to Annual Enrollment Program for employee benefit selections.
- Actively and empathetically listened to customer concerns.
- Educated callers on their benefits concerning health insurance and pension plans.
- Walked customers through filling out insurance forms and set proper expectations on processing time.
- Proficiently used multiple computer systems to set appointments, update benefit database and process pension paperwork.
Education
B.A. - Psychology
Master of Arts - Theology
Timeline
Member Experience Specialist
Civic Federal Credit Union
03.2026 - CurrentRead More
Customer Assistance Specialist
TEK Systems
01.2025 - CurrentRead More
Medical Information Associate
Thermofisher
09.2021 - 04.2025Read More
Customer Service Associate
Thermofisher
06.2020 - 09.2021Read More
Senior Tier 2 Advisor
Conduent
04.2018 - 03.2020Read More
Tier 1 Advisor
Conduent
08.2017 - 04.2018Read More
Retirement Benefits Coordinator/Customer Service Representative
Fidelity Investments
08.2005 - 06.2010Read More
University of Tennessee at Knoxville
B.A. from Psychology
Read More
Duke University
Master of Arts from Theology
Read More