Matthew Pritchett
Des Moines,Iowa
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Representative (AMF/Escalations)
Wells Fargo- Retail Services/Dillard's/ Personal loans/line of credit
12.2023 - Current
- Perform complex financial product services and select customer segments through a variety of channels or handling escalated, complex inquiries and issues supprt.
- Experience delivering results in a fast-paced, deadline driven environment
- Ability to quickly learn business operations and processes.
- Ability to negotiate, influence, and collaborate to build successful relationships
- Provide subject matter expertise and provide training on policies and procedures, new or enhanced services and procedural changes
- Provide feedback and present ideas for improving or implementing processes and tools within customer success groups
- Ability to provide leadership by coaching, training, and mentoring.
- Identified and resolved escalated, complex non routine inquiries from internal and external customers
- Perform research to resolve complex customer problems including partnering with the centralized complaint function
- Interact with experienced staff, partner with centralized complaint function and may also reviewed data and report trends to management
- Experience with FDR and related Credit Card data and processe
- Team MVP June 2024
Customer Success Representative-Front line agent
Wells Fargo- Retail services/Dillard's
09.2023 - 12.2023
- Understanding of Retail Service's products and assisting customer with accounts
- Interact with integrity and a high level of professionalism with all levels of customers, team members, and management
- Ability to listen and comprehend customer needs to help them with their concerns and provide resolution
- Regularly received direction from management, escalate questions and refer more difficult issues to staff
- Provided strong customer service to difficult and irate customers and provide first call resolution
- Employee of month for whole department for September 2023
- Team employee of the month September 2023, and October 2023.
Customer Service Representative- Retail Services-Front line agent
Wells Fargo Retail Services - Dillard's
05.2023 - 09.2023
- Ability to listen and comprehend customer needs to help them with their concerns and provide resolution
- High level of professionalism with all levels of customers, team members, and management
- Responded to inquiries and issues from customers
- Employee of month for whole department and for my team August 2023.
Ride operator
Grady's Family Fun Park
05.2015 - 08.2019
- Helped customers that were waiting in line to ride the amusement parks rides
- Assisted with keeping the park clean
- Developed skills of operating adult and kiddie amusement park rides
- Experience proving visitor's great customer service and helping run the rides.
Education
Bachelor's Degree - Business Marketing
Iowa State University
Ames, IASkills
- Knowledge and understanding of Dillard's private label/AMEX cards, Personal loans, Personal lines of credits, Flex loans, Credit score support, retail service credit cards
- Customer service, escalation skills, communication, time management\Microsoft office products
- Risk/compliance, execution, retention/expansion, client/customer centricity Client/customer service delivery
- Complaint handling, deescalating issues, and concerns
- Python coding
- Ability to navigate multiple computer systems/applications
- CIV/CSS skills
- Social media marketing experience
- FDR/HOGAN/ECaR/ICMP/IRRIS/OIB/EXS/ECIP/WEBADMIN, WCA, NEXIDIA systems, JIRA forms
CommunityInvolvement
- Native American people's connection Employee Resource Network and Generations connection Employee Resource Network at Wells Fargo 2024
- Monsanto Corn Detasseling- Corey Sharp- Helped on summer days to detassel corn around Central IL (2014)
- Volunteer work with West Des Moines Human Services school supply distribution 2024.
Timeline
Senior Customer Success Representative (AMF/Escalations)
Wells Fargo- Retail Services/Dillard's/ Personal loans/line of credit
12.2023 - Current
Customer Success Representative-Front line agent
Wells Fargo- Retail services/Dillard's
09.2023 - 12.2023
Customer Service Representative- Retail Services-Front line agent
Wells Fargo Retail Services - Dillard's
05.2023 - 09.2023
Ride operator
Grady's Family Fun Park
05.2015 - 08.2019
Bachelor's Degree - Business Marketing
Iowa State University
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