Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
63
Matthew Bolin

Matthew Bolin

Phoenix,AZ

Summary

Bilingual Customer Service Professional with 16+ years of experience in hotel management, real estate, and mortgage lending. Adept at analyzing data, coordinating travel logistics, and using travel management software. Proven track record of exceeding Guest Service Satisfaction and Revenue goals. Proficient in managing complex data, resolving issues, and maintaining client relationships in fast-paced environments.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Program Manager, SSBCI

Arizona Commerce Authority
01.2023 - Current
  • Addressed and resolved technical, financial, operational, and programmatic concerns by working regularly with stakeholders and directors.
  • Leveraged data and analytics to make informed decisions and drive program improvements.
  • Ensured regulatory compliance by closely monitoring adherence to industry standards and federal guidelines.
  • Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.

Business Development Coordinator

Guaranteed Rate Affinity
08.2020 - 10.2022
  • Front-end support for $200 million/year-producing mortgage loan officer in the processing of loan applications to yield highest customer satisfaction ratings and maximum close rates - averaged satisfaction rating of 92 with 74% close rate.
  • Reviewed 40+ complex applications monthly for completeness and collected missing information from clients and public databases; advised of any incongruencies with possibility for fraud risk.
  • Evaluated applications for program eligibility according to company and federal guidelines and made best-fit program recommendations to managing officer.
  • Ordered insurance and title documents with complex requirements according to property type, company requirements, and federal regulations for 30+ closings/month.
  • Assisted team in various other tasks as requested by production manager or supervising sales assistant.

Operations Assistant

Guaranteed Rate
08.2020 - 10.2022
  • Processing support for 4 high volume loan officers to ensure proper documentation collected for 75+ closings per month.
  • Requested verifications of employment, mortgage, rent, etc. as needed per applicant, per application.
  • Ordered insurance and title documents with complex requirements according to property type, company requirements, and federal regulations.

Real Estate Agent

Keller Williams - Lincoln Park
06.2018 - 07.2020
  • Buyer's agent in the Chicago urban market with 95% close rate specializing in first-time homebuyers.
  • Consulted with prospecting homebuyers to engage as clients with 100% engagement rate; provided comprehensive education regarding the process of transacting and the state of the market.
  • Compiled lists of compatible properties for showings with clients; scheduled and toured with clients offering value assessments and recommendations.
  • Prepared documents for transactions including representation contracts, purchase agreements, and leases.
  • Offered to sellers for consideration and negotiated contract through review and closing averaging 20 closings/year.

Group Rooms Coordinator

Hotel Zachary, Chicago - A Tribute Portfolio Hotel
03.2019 - 06.2020
  • Coordinated rooming and amenity needs for small and large groups + high profile guests in a 245-room hotel in coveted Wrigleyville neighborhood.
  • Reviewed group contracts as written by sales managers to identify rooming and amenity needs and consulted with managers and group contacts to address any missing or unclear items.
  • Blocked guest rooms according to contract and wrote amenity request slips for food and beverage to carry out prior to guest arrival; personally shopped for one-off items requested by arriving guests.
  • Handled room + tax payments for all guests arriving via third party reservation (i.e., Booking.com) and reconciled any failed attempts with third party vendor.

Case Manager Assistant

The Sawaya Law Firm
12.2016 - 05.2018
  • Assisted Case Managers in the documentation of personal injury cases with a 100+ client case load.
  • Corresponded daily with medical and auto insurance companies via telephone and email.
  • Managed internal database of confidential client financial information and case-related medical records.
  • Ensured clients' medical insurance benefits were processed by health and auto insurance companies and properly documented by medical provider; requested billing and medical care records to document cost and course of care.
  • Arranged in-person and telephone conferences for clients, attorneys, and insurance adjusters to review settlement demands, record client statements, and conduct medical professional interviews.

Server

WOOD
06.2016 - 11.2016
  • Provided exceptional brunch and dinner service in a formal, family-owned restaurant with an eclectic clientele.
  • Prepared for service: folded napkins with precision, polished silverware and glassware, cleaned and formally set tables.
  • Warmly welcomed guests arriving at the door or when seated in section.
  • Illustrated food and drink menus to guests with appetizing color and suggested food/drink options according to preferences; brought items to table and cleared as needed.
  • Cleaned floors, tables, and coffee machines at the end of service and calculated tips for support staff according to policy.

Assistant Room Operations Manager

Renaissance Chicago Hotel Downtown
12.2015 - 06.2016
  • Assisted front office manager in hiring, training, scheduling, and performance reviews for 45 front-of-house employees to promote service excellence at the front desk.
  • Improved monthly Guest Service Satisfaction scores from 85 to 93 through regular, creative brainstorming with management and team trainings to update processes; exceeded corporate goal of 90 both years; routinely amongst the top 5 performing hotels within Marriott's lifestyle brands.
  • Immediately owned and resolved guest issues to ensure satisfaction and create loyalty to the brand; improved monthly Guest Recovery scores by 18 percent.
  • Directed the Upsell program for the front office and exceeded the hotel's aggressive upsell goal of $250,000 both years by $50,000+ each year.

Front Office Supervisor

Renaissance Chicago Downtown Hotel
06.2014 - 06.2016
  • Direct support to front office management in providing excellent customer service and overseeing team of 40 front-of-house employees.
  • Took ownership of and immediately resolved guest issues in a manner that created loyalty to the brand for guests.
  • Routinely assumed the role of valet, bellhop, concierge, front desk agent, and reservation agent as needed to ensure seamless operation of hotel and service for guests.
  • (Taskforce) Supervisor at the luxury resort, Ritz-Carlton Aruba, for 2015/2016 winter season (Dec - Mar).

Education

Bachelor of Arts - Political Science with Spanish Minor

Arizona State University
Tempe, AZ
05-2011

Skills

  • Travel Management Software (SAP Concur, Travelport)
  • Multi-tasking in Fast-Paced Environments
  • Data Analysis (Excel, SQL)
  • Best Practices Implementation
  • Customer Service, Problem Solving & Decision-Making
  • EmployeeTraining and Mentoring

Certification

  • Licensed Real Estate Broker (2018-2020) - Illinois Department of Financial and Professional Regulation

Languages

Spanish
Limited Working

Timeline

Senior Program Manager, SSBCI

Arizona Commerce Authority
01.2023 - Current

Business Development Coordinator

Guaranteed Rate Affinity
08.2020 - 10.2022

Operations Assistant

Guaranteed Rate
08.2020 - 10.2022

Group Rooms Coordinator

Hotel Zachary, Chicago - A Tribute Portfolio Hotel
03.2019 - 06.2020

Real Estate Agent

Keller Williams - Lincoln Park
06.2018 - 07.2020

Case Manager Assistant

The Sawaya Law Firm
12.2016 - 05.2018

Server

WOOD
06.2016 - 11.2016

Assistant Room Operations Manager

Renaissance Chicago Hotel Downtown
12.2015 - 06.2016

Front Office Supervisor

Renaissance Chicago Downtown Hotel
06.2014 - 06.2016

Bachelor of Arts - Political Science with Spanish Minor

Arizona State University

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Matthew Bolin