Matthew Pietrosanto
Buffalo,NY
Summary
- Dynamic Shift Manager recognized for exceptional leadership and organizational skills, adept at driving daily operations and enhancing team performance to deliver outstanding service. Expertise in training staff to uphold company standards and ensure compliance with food safety regulations, ultimately maximizing customer satisfaction. Proficient in cash management practices, including deposits and register balancing, with a strong focus on maintaining accurate financial documentation. Committed to cultivating a collaborative work environment that fosters employee development and operational excellence while consistently achieving performance targets through effective communication and problem resolution.
- Experienced with handling high call volumes and providing effective customer solutions. Uses strong communication skills to resolve issues efficiently. Track record of maintaining customer satisfaction and working well within team environments.
- Professional with strong background in customer service and communication, well-prepared to excel in this role. Known for effectively handling customer inquiries, resolving issues, and adapting to dynamic environments. Skilled in team collaboration, problem-solving, and maintaining high standards of service. Dependable, adaptable, and focused on achieving results while meeting organizational goals.
- Customer service professional with extensive background in managing high call volumes and resolving customer issues. Known for reliability and ability to adapt to changing demands while collaborating with team members. Skilled in conflict resolution and maintaining customer satisfaction.
Overview
5
5
years of professional experience
Work History
Contact Center Representative
Bryant & Stratton College
Orchard Park, NY
02.2026 - Current
- Managed high volume of inbound and outbound communications through phone, email, chat, and other platforms to enhance student experience and satisfaction.
- Oversaw student inquiries related to admissions, financial aid, registration, academic policies, and campus services. Addressed and resolved issues while clarifying processes to enhance student experience. Facilitated connections between students and relevant departments to streamline support.
- Led initiatives to improve student support services, fostering an environment of informed and confident learners. Cultivated strong communication channels to effectively address diverse student needs. Oversaw the management of complex information to ensure comprehensive support throughout the college journey.
- Delivered exceptional student service by addressing inquiries and resolving issues efficiently.
- Utilized CRM software to manage student interactions and track service requests effectively.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Participated in regular team meetings, sharing insights on common issues faced by students for collective problem-solving efforts.
- Managed high call volume while remaining focused on delivering excellent student experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling student inquiries.
Shift Manager
McDonald's Restaurant
Buffalo, NY
03.2021 - Current
- Led crew members, offering training and guidance to achieve high performance and customer satisfaction.
- Oversaw daily operations, ensuring smooth service and customer satisfaction.
- Additionally, I assist in scheduling, problem-solving, truck orders, and motivating the team to achieve store goals.
- Executed cash deposits and balanced registers, ensuring compliance with financial procedures.
- I monitor food safety, cleanliness, and quality standards to uphold company policies.
- Created positive work environment, supporting team collaboration and operational excellence.
Education
High school or equivalent -
Frontier Senior High School
Hamburg, NY06-2022
Skills
- Role playing and crew monitoring
- Verbal and written communication
- Instructor selection
- Coaching and mentoring
- Crew support
- Training resources
- Deposit management
- Customer satisfaction
- Cash management
- Scheduling efficiency
- Conflict resolution
- Staff training
- Interpersonal skills
- Customer service focus
- Complaint resolution
- CRM software
- Script adherence
- Workload management
- Customer service
- Problem-solving skills
- Data entry
- Building rapport
- Gathering information
- Account updating
- Customer service optimization
- Inbound phone calls
- Account management
- Quality assurance
- Technical support
- Performance monitoring
- Performance improvement
References
Reference available upon request
Languages
Spanish
Limited Working
Timeline
Contact Center Representative
Bryant & Stratton College
02.2026 - Current
Shift Manager
McDonald's Restaurant
03.2021 - Current
High school or equivalent -
Frontier Senior High School