Matthew Smith
Austin,TX
Summary
Professional with several years of experience in customer service and technical support. Seeking a career with a growing company that will utilize my natural talents in math, critical thinking and technology. Has a history of doing more than what is expected and willing to acquire as many skills as necessary to become a more well-rounded employee. Proven case closer and reliable teammate. Am familiar with various CRM’s and SalesForce. Learned the basics of SQL, HTML CSS to become a more valuable asset in the IT industry.
Overview
10
10
years of professional experience
Work History
Senior Technical Support Specialist
WellSky
06.2022 - Current
- Assisted customers with troubleshooting issues encountered while using WellSky software over the phone and through email, providing tips to resolve problems.
- Handled over 40 calls a day on average and closed more than 30 SalesForce tickets daily.
- Trained users in how to set up their accounts, use the software, and provided helpful articles that they can read for future reference.
- Monitored recurring trends in client issues and escalated them to management and engineering.
- Attached bug-related issues to open tickets and notified clients when updates occur.
- Provided training and guidance to new Support Specialists.
RETAIL SALES SPECIALIST
Spectrum
01.2021 - 06.2022
- Specialists sell Spectrum services to current and prospective customers, use various programs to manage all aspects of customers' accounts, including: giving out and removing equipment; creating and canceling their services; advising them on what services best fit their needs; updating their billing information; setting up service appointments with technicians; and activating the cellphones of new Spectrum Mobile customers.
- Use various programs—CSG, Agent OS, XStore, Zendesk—to manage customers’ accounts, which requires in-depth knowledge of the numerous codes involved in each service package (e.g., Internet, Home Phone, TV and Mobile).
- Log all customer interactions into CSG or Agent OS, escalating potential problems to the proper departments when necessary.
- Constantly take new online courses when new services, products, or procedures come out.
SALES & LEASING CONSULTANT
Toyota of New Orleans
01.2020 - 01.2021
- Consultants interacted with potential customers face-to-face, as well as through emails, texts and/or phone calls. Helped customers make informed decisions about buying cars after evaluating their information through needs analysis.
- Advertised on social media to increase customer engagement.
- Inputted customer data into the ELead CRM, logging every interaction with them into the system.
- Sold and leased cars, which required assessing the customers’ needs through empathy and note taking, in addition to attaining all necessary paperwork accurately and in a timely fashion.
TABLE GAMES DEALER
Harrah’s Casino
01.2015 - 01.2019
- Table Games dealers entertained casino guests by dealing various games to them by cashing them in and out, instructing them of the rules of each game, following proper procedures and state laws while dealing, and answering guest questions about casino services.
- Demonstrated willingness to expand skills by learning almost every table game in spare time, going from being On-Call to being Full Time faster than many part time dealers.
- Used strong mathematical skills, on-the-fly thinking, game knowledge and game security to deal table games while also engaging and entertaining customers.
- Due to game knowledge, was given the responsibility of helping teach other dealers new games and side bets in spare time, and shadowed newer dealers while they dealt games for the first time.
Education
Political Science
Loyola University
New Orleans, LA01.2010
General Studies - undefined
St. Augustine High School
Need Orleans, LA01.2008
Skills
- CRM
- Zendesk
- SQL
- HTML
- SalesForce
- Confluence
- GitHub
- Customer Account Management
- Technical Problem Solving
- L1 Customer Support
Accomplishments
- Closed over 7000 cases in my first fiscal year as Technical Support Specialist, eclipsing everybody else in my department.
- Promoted to Senior Support Specialist because of my problem-solving efficiency.
- Learned multiple software solutions as needed to become a more diverse employee and problem solver.
- Experienced with SQL script creation and implementation.
Timeline
Senior Technical Support Specialist
WellSky
06.2022 - Current
RETAIL SALES SPECIALIST
Spectrum
01.2021 - 06.2022
SALES & LEASING CONSULTANT
Toyota of New Orleans
01.2020 - 01.2021
TABLE GAMES DEALER
Harrah’s Casino
01.2015 - 01.2019
General Studies - undefined
St. Augustine High School
Political Science
Loyola University
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