Matthew Torres

• Determined needs, delivered solutions, and overcame objections through consultative selling skills.
• Managed friendly and professional customer interactions.
• Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
• Answered customers' questions regarding products, prices, and availability.
• Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
• Monitored industry news and trends to stay up-to-date on competitive landscape.

The primary purpose of this position is to provide telephone and walk-in support to Housing choice voucher (HCV) holders and office visitors. The Call Center and Walk-in Program Assistant must have working knowledge of HCV policies and procedures as well as be able to answer questions and provide applicable follow-up information to applicants, participants, owners, co-workers and other HCV callers.
Required areas of knowledge include waiting list management, eligibility, income and rent determination, recertification, interim recertification, relocations, inspections, rent changes and program compliance. The
Program Assistant may field questions related to both MTW and Non-MTW programs.

• Identified issues, analyzed information and provided solutions to problems.
• Actively listened to participants, handled concerns quickly and escalated major issues to supervisor.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Provided detailed information regarding participant retirement plans while also handling various requests such as distributions, loan processing and mail requests.
• Assessed and routed calls to the correct department to ensure even call volume and to make sure participants are assisted in a quick and steady manner.

• Average typing speed of about 55-60 wpm, allowing for fast and accurate data entry.
• Be the first point of contact for members if they experience any issues or inconveniences.
• Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
• Determined and recommended methods to address problems that arose.
• Coordinated with other 3rd parties to insure situations go according to plan to provide quality customer satisfaction.
• Maintained member database for accurate and updated information.
• Communicate with distribution centers and local warehouses to insure that members will get their items delivered in an timely manner.
• Build strong rapport with members to insure an overall positive experience.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
• Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
• Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
• Supervised, coached and developed a team of about 20 employees.
• Issued counseling and necessary discipline when appropriate.

• Kept employees operating productively and working on task to meet business and customer needs.
• Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
• Coached team members in techniques necessary to complete job tasks.
• Enforced company policies and regulations with employees.
• Sole person on duty throughout call center on occasions when Supervisor was unable to come in.

• Edited and reviewed real time captioned reports for clarity, grammar and spelling.
• Maintained confidentiality to protect customer privacy.
• Exercised memory-recall ability to rehearse words and phrases verbatim.