Summary
Overview
Work History
Education
Skills
Timeline
Generic

MATTHEW VALENZUELA

SAN JOSE,CA

Summary

Results-driven Customer Relations Specialist with expertise in various workflows and a proven track record at Exact Sciences, enhancing customer satisfaction through effective training and mentorship. Skilled in market analysis and project management. I consistently maintained high-quality standards and successfully resolved complex inquiries, contributing to team success, operational excellence and customer satisfaction.

Overview

13
13
years of professional experience

Work History

Customer Relations Specialist II

Exact Sciences
Redwood City, CA
02.2025 - Current
  • Demonstrated mastery/SME level knowledge of CRS queues.
  • Provided guidance and mentorship through training & coaching opportunities.
  • Demonstrated well developed presentation skills and the ability to represent the team in cross-functional settings when needed.
  • Conducted workflow training on an expert level.
  • Assisted team members with elevated inquiries & de-escalation.
  • Assisted with team questions and provided guidance as a senior member/SME.
  • Maintained high standard of quality in call messaging, case documentation and case/queue management.
  • Maintained low instances of errors and applied feedback when applicable.

Customer Relations Specialist I

Exact Sciences
Redwood City, CA
01.2022 - 01.2025
  • Provided assistance and information on all aspects of product knowledge, sample accessioning processes, and clinical information in accordance with official standard operating procedures (SOPs) for customer service.
  • Responded to inquiries posted through our company website and documented each inquiry appropriately in CRM.
  • Provided new physician outreach calls to all new accounts and ordering physicians regarding Oncotype DX and our products.
  • Built on existing customer base and provided the highest level of customer service and support.
  • Provided inside sales support to the field sales staff as needed.
  • Supported the sample accessioning staff with sample intake and accessioning in accordance with the SOPs.
  • Performed daily quality control checks on all sample accessioning requisitions prior to report generation and worked closely with the laboratory teams to ensure the highest level of quality was achieved in the handling of patient samples and requisitions.
  • Communicated initial and ongoing CRS needs to the IT group for modification of the CRM system on behalf of the CRS team.

Neighbor Ambassador/ Leasing Specialist

Prometheus Real Estate Group Inc.
Mountain View, CA
05.2019 - 11.2021
  • Worked with team to steadily increase occupancy from 77.63% to 95.97%.
  • Utilized Salesforce to build rapport with potential clients, manage follow-ups and ultimately close sales.
  • Utilized property management software (RealPage) at every step of the leasing and resident management process.
  • Utilized market research and data analytics to effectively develop marketing strategies which lead to a 18.34% resident appreciation.
  • Oversaw consistent application of company standards for all marketing collateral.
  • Advised clients on market conditions, pricing and legal requirements for property transactions.
  • Showed units to potential residents and answered questions about life in community.
  • Managed daily and weekly marketing and leasing reports.
  • Settled resident conflicts in the most effective manner possible.
  • Checked rental eligibility by following Prometheus' verification process.

Case Manager for Special Needs Adults

Hope Services
Santa Clara, CA
08.2017 - 05.2019
  • Provided group and/or individual support in the community as identified in the consumer’s Individualized Personal Plan.
  • Assisted and participated in curriculum developments and implementation. Facilitated and developed activities to build relationships, skills, and experience in the community.
  • Developed and expanded consumer participation in typical and generic community activities chosen by the consumer.
  • Acted as advocate on behalf of consumers served. Completed required forms and accountability documentation, incident reports, case recordings, IPPs and other required documentation.
  • Implemented behavioral intervention plan when needed to assure consumer safety and promote learning.
  • Conducted meetings with consumers, conservators, family members and care providers.

Paraeducator for Special Education

BRIARWOOD ELEMENTARY SCHOOL AND CABRILLO MIDDLE SCHOOL
Santa Clara, CA
01.2012 - 06.2016
  • Worked with students individually, or in small groups, to tutor, reinforce, or follow up on learning activities in basic academic, language, and/or specialized subject areas related to their level of achievement.
  • Provided individualized instruction, as directed by assigned teacher, by matching instruction to the needs of each learner.
  • Aided in the implementation of Individualized Educational Plans (IEPs) and behavior intervention plans for assigned students.
  • Managed volatile students as needed in accordance with approved training techniques.
  • Assisted in organizing learning environment; prepared and set up instructional materials and/or equipment for use in classroom activities.
  • Supervised and monitored students during lunch, recess, and classroom activities.

Education

DEGREE iN PROGRESS - Business Administration/ Marketing

Evergreen Valley College
San Jose, CA

HIGH SCHOOL DIPLOMA -

Oak Grove High School
San Jose, CA
2010

Skills

  • Customer Relationship Management
  • Project Management
  • Salesforce/EPIC
  • Workflow Training
  • Product Knowledge
  • Customer Education
  • Market Analysis
  • Sales and Marketing
  • Event Promotion
  • Legal Document Preparation

Timeline

Customer Relations Specialist II

Exact Sciences
02.2025 - Current

Customer Relations Specialist I

Exact Sciences
01.2022 - 01.2025

Neighbor Ambassador/ Leasing Specialist

Prometheus Real Estate Group Inc.
05.2019 - 11.2021

Case Manager for Special Needs Adults

Hope Services
08.2017 - 05.2019

Paraeducator for Special Education

BRIARWOOD ELEMENTARY SCHOOL AND CABRILLO MIDDLE SCHOOL
01.2012 - 06.2016

DEGREE iN PROGRESS - Business Administration/ Marketing

Evergreen Valley College

HIGH SCHOOL DIPLOMA -

Oak Grove High School

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