Matthew Zotto
NY
Summary
I’m a results-oriented professional with a strong background in surveillance, logistics, customer service, journalism, and security. In my current role, I lead critical investigations, delivering actionable insights. My military experience in the Air National Guard has honed my skills in managing complex logistics and ensuring regulatory compliance.
I excel at turning challenges into opportunities, driving client satisfaction, and building strong relationships. My journalism experience enhances my ability to communicate clearly and persuasively. With a unique mix of analytical thinking and operational excellence, I’m ready to make an immediate impact in any role.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Surveillance Investigator
Alliance Risk Group
Long Island, NY
11.2023 - Current
- Managed a diverse caseload of insurance-related investigations, including document retrieval, neighborhood canvassing, securing signed statements, conducting asset searches, activity verifications, and executing both stationary and covert surveillance operations
- Monitored, tracked, and documented subjects' day-to-day activities, maintaining vigilance during vehicle and foot pursuits while ensuring operational cover
- Produced comprehensive reports detailing observed activities, submitted video evidence, conducted witness interviews, drafted statements, constructed timelines, and monitored physical locations and events
- Conducted thorough scene inspections, including photographing, measuring, and providing detailed descriptions, in addition to acquiring police reports, video footage, and all relevant case documentation
- Executed in-person Alive & Well checks, confirming work status, validating power of attorney arrangements, and ensuring timely payments.
Traffic Management Specialist
United States Air National Guard
Westhampton Beach, NY
06.2021 - Current
- Interpreted regulations/requirements and developed local policies to implement changes effectively
- Demonstrated proficiency in fostering positive interpersonal relationships through effective communication in various in-person work settings
- Proven experience in utilizing computer and automation systems to enhance workflow efficiency and streamline processes
- Handled various responsibilities related to traffic management and transportation services, including passenger movement, cargo transportation, hazardous materials packing, and more.
Customer Service Specialist
Crestview Solutions Inc.
Remote
01.2022 - 07.2024
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Responded to customer requests for products, services, and company information
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Increased efficiency and team productivity by promoting operational best practices
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring a positive customer experience
- Handled a high volume of incoming calls, emails, and chat messages, consistently meeting or exceeding service level targets
- Actively listened to customer concerns and identified effective solutions to resolve issues promptly
- Coordinated with internal departments to expedite problem resolution, ensuring customer satisfaction and retention
- Built and maintained strong relationships with clients by understanding their needs and providing personalized support
- Followed up with customers to ensure their concerns were addressed and that they were satisfied with the outcomes
- Maintained an in-depth understanding of company products and services, enabling quick and accurate responses to customer inquiries
- Assisted customers in navigating product features, troubleshooting technical issues, and making informed purchasing decisions
- Mentored and trained new customer service representatives, sharing best practices and providing guidance on handling complex customer interactions
- Contributed to the development of training materials and resources to enhance team performance
- Documented customer interactions and issues in the CRM system, ensuring accurate and up-to-date records
- Analyzed customer feedback and provided insights to management to improve service delivery and customer satisfaction.
Journalist
Babylon Beacon
Babylon, NY
08.2017 - 07.2023
- Conducted in-depth research to uncover and develop compelling local news stories
- Interviewed local officials, community leaders, and residents to gather accurate information and diverse perspectives
- Wrote and edited articles that informed and engaged the community on a variety of topics, including government, events, and public interest issues
- Maintained strong relationships with sources to ensure ongoing access to valuable information
- Met tight deadlines while delivering high-quality, well-researched journalism that reflected the concerns and interests of the Babylon community.
Security Manager
Strategic Protection Group
Manhattan, NY
05.2015 - 11.2018
- Developed and implemented security policies, protocols, and procedures
- Controlled budgets for security operations and monitored expenses
- Recruited, trained, and supervised security officers and guards
- Managed, investigated, or adjusted liability, property casualty, disability, or workers compensation claims.
Education
Technical Training - Traffic Management
Traffic Management
Fort Lee, VA07-2021
West Islip Senior High School
06.2018
Associate's degree - Criminal Justice
SUNY Canton
Bachelor's degree - Computer Science
SUNY Canton
Skills
- Salesforce
- Supervisory experience
- Project management
- Loss prevention
- Adobe Photoshop & Creative Suite
- Windows & Microsoft Office (Word, Excel)
- Fact-checking & Research
- Logistics & Supply chain management
- Surveillance & Inventory control
- Content management systems
- Financial services
- ATS & Talent acquisition
- Analysis & Negotiation skills
- Communications & Organizational skills
- Database management (NetSuite, SharePoint, ERP)
- Customer service & Sales
- Administrative experience (Legal, HR)
- CAD & Typing
- DoD experience & External recruiting
- Warehouse & Freight management
- Transportation management systems
- Leadership & Team management
Certification
Driver's License, 04/2021, 05/2029
Military Service
Air National Guard, United States, Airman, 07/2020, Present
Personal Information
Authorized To Work: Authorized to work in the US for any employer
Languages
- English
- Spanish
Timeline
Surveillance Investigator
Alliance Risk Group
11.2023 - Current
Customer Service Specialist
Crestview Solutions Inc.
01.2022 - 07.2024
Traffic Management Specialist
United States Air National Guard
06.2021 - Current
Journalist
Babylon Beacon
08.2017 - 07.2023
Security Manager
Strategic Protection Group
05.2015 - 11.2018
Technical Training - Traffic Management
Traffic Management
West Islip Senior High School
Associate's degree - Criminal Justice
SUNY Canton
Bachelor's degree - Computer Science
SUNY Canton
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