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
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
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
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
Similar Profiles
Aeija MuhammadAeija Muhammad
Registered Behavioral Therapist at ACTRegistered Behavioral Therapist at ACT
Sarai RodriguezSarai Rodriguez
Referral Coordinator at ACTReferral Coordinator at ACT
Tammy SmithTammy Smith
Financial Services Representative at ACTFinancial Services Representative at ACT