Matthew Salinas
Sierra Vista,AZ
Summary
Dynamic Escalation Specialist at ACT with a proven track record in complaint handling and de-escalation techniques. Excelled in fostering client relationships, enhancing customer satisfaction ratings through effective communication and problem-solving. Adept at collaborating across departments to deliver tailored solutions while maintaining professionalism under pressure.
Overview
7
7
years of professional experience
Work History
Escalation Specialist
ACT
1514 S 77 Sunshine Strip Harlingen, TX 78550
07.2022 - 03.2025
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
Rideshare
Lyft And Uber
San Francisco, CA
01.2019 - 07.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
Line Cook
Jack in the Box
Sierra Vista, AZ
12.2017 - 01.2019
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Collaborated with team members to maintain a clean and safe working environment, adhering to health and safety guidelines.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Adapted quickly to new recipes and techniques, demonstrating versatility and eagerness to learn from colleagues.
- Prepared food items such as meats, poultry, and fish for frying purposes.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
- Checked food temperature regularly to verify proper cooking and safety.
- Expedited service during peak hours by coordinating with fellow line cooks on timing of dish completion.
Education
High School Diploma -
BF Terry High School
Rosenberg, TX05-2000
Skills
- Complaint handling
- De-escalation techniques
- Assertiveness
- Goal setting and achievement
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Calm and professional under pressure
- Excellent communication
- Active listening
- Effective communication
Timeline
Escalation Specialist
ACT
07.2022 - 03.2025
Rideshare
Lyft And Uber
01.2019 - 07.2022
Line Cook
Jack in the Box
12.2017 - 01.2019
High School Diploma -
BF Terry High School