Matthew Thom
Frisco,TX
Summary
Dynamic Customer Experience Specialist with a proven track record at Cottonwood Residential, excelling in complaint resolution and client advocacy. Enhanced customer satisfaction through effective de-escalation techniques and trend monitoring, leading to improved service strategies. Adept at training staff and fostering strong relationships, driving exceptional service and loyalty.
Diligent [Desired Position] with proven track record of enhancing customer interactions and satisfaction. Successfully implemented initiatives to streamline customer support processes, leading to improved client retention. Demonstrated strong problem-solving abilities and effective communication skills in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Customer Experience Specialist
Cottonwood Residential
07.2023 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
- Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
Server/Bartender Shift Manager
Joe's Crab Shack
03.2015 - 07.2023
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
Traveling Sales Representative
Happy Ray Sunshine
02.2011 - 11.2015
- Cultivated a broad network of industry contacts that provided valuable insight into competitor strategies and emerging market trends.
- Assisted in training new team members on product knowledge, sales techniques, and company policies to ensure consistent performance across the board.
- Established long-term partnerships with key industry influencers, facilitating collaboration on joint initiatives and boosting mutual growth.
- Boosted overall sales revenue by effectively managing a diverse portfolio of products and strategically upselling to existing customers.
- Exceeded quarterly sales targets through diligent follow-ups, persuasive presentations, and effective negotiation skills.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Built relationships with customers and community to promote long term business growth.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Expanded the company''s market share by identifying new business opportunities and establishing strong relationships with potential clients.
Server/Bartender Shift Manager
The Cellar
02.2011 - 07.2015
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
Education
High School Diploma -
Macarthur High School
Irving, Texas06-2012
Skills
- Request management
- Client advocacy
- De-escalation techniques
- Complaint resolution
- Trend monitoring
- Experience optimization
- Staff education and training
- Account management
- Employee coaching
- Calm and professional under pressure
- Customer service
Languages
English
Full Professional
Timeline
Customer Experience Specialist
Cottonwood Residential
07.2023 - Current
Server/Bartender Shift Manager
Joe's Crab Shack
03.2015 - 07.2023
Traveling Sales Representative
Happy Ray Sunshine
02.2011 - 11.2015
Server/Bartender Shift Manager
The Cellar
02.2011 - 07.2015
High School Diploma -
Macarthur High School
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