Matthew Ray

• Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
• Reduced churn rate by developing personalized retention strategies for high-risk clients.
• Adhered to appropriate legal scripting when required.
• Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.
• Contributed to company growth by upselling additional products and services during support interactions.
• Streamlined communication channels for increased efficiency in addressing customer concerns.
• Collaborated with cross-functional teams to improve product offerings based on customer feedback.
• Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
• Established strong relationships with key accounts, fostering loyalty and long-term client retention.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly.
• Provided exceptional support for new customers, ensuring seamless onboarding experiences.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Investigated and resolved customer inquiries and complaints quickly.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Delivered prompt service to prioritize customer needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Responded proactively and positively to rapid change.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Clerk 2 for Student Loan Servicin- Worked within the Federal and Private Student Loan sector taking servicing phone calls, applying deferments/forbearance, taking Loan payments, processing consolidation applicationsnforbstudent loans, processing default claims and default prevention methods.