Matthew Smith

• Performed tasks related to account management, data integration, rostering, and customer service via phone and email based on the needs of district-level administrators and technology directors so schools had the tools, contacts, and information they need to successfully adopt IXL. Peak back to school season time resulted in 2,000 cases closed.
• Maintained and managed entire states within the United States, such as Ohio, Hawaii, and Arizona. Assigned territories shifted often and required both flexibility and on the spot thinking.
• Assisted Account Managers with quote generation as well as pricing for subscription services. Complimentary different quotes were given to provide customers with options based on annual budgets. Analyzed data to ensure customer engagement and license utilization
• Provided services and steps for implementing various technological programs, such as auto-rostering, SSO features, and Learning Management Systems.
• Coordinated with sales representatives, onboarding, integrations, on continued initiatives to develop and improve IXL’s products and services. Meetings held once a week to discuss progress and further questions.

· Coordinated activities with various departments and outside sources to ensure commercial customer products and services were successfully implemented. Averaged 50 cases per week.

· Resolved issues relating to missing or conflicting product information and documentation by communicating with customers, sales staff, relationship managers, operations, bankers and/or legal staff where applicable.

· Assisted with orders department to keep track of shipments, labels, and documentation relating to commission for sales reps. Dealt with dozens of new orders per weekly basis.

· Introduced new and efficient ways to manage data to other team members. Established calls or emails to provide them with self-made guides and information.

· Worked remotely with delinquency loans and forbearance options for United States citizens affected by COVID-19. Interacted with thousands of loans overall for updates, outflow, and title clearing. Goal of twenty loans daily was always reached.

· Examined financial statements and records to collect important details and verify calculations.

· Operated computers programmed with five different accounting processes to record, store and analyze information.

· Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes.

· Coordinated with title vendors such as Service Link and First American to ensure information was up to date and accurate. Approved dozens of fixed documents daily.

· Developed and maintained positive relations with customers and team members to properly handle requests and questions. Often collaborated with QC and Risk for overarching issues.