Matthew D. Struyk
Sandy,UT
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact organizational success. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Innovative and goal-oriented Management professional committed to excellence. Dedicated team player skilled at mediation and conflict resolution. Drives company growth through cost-effective and strengthening member relationships.
Overview
18
18
years of professional experience
Work History
Elite Services
Young Living Essential Oils
07.2021 - Current
- Handle Royal Diamond Dr. Oli Wenker's account which has spanned one year. Place orders, ensure he maintains or exceeds his OGV to rank up. Work closely with Resolutions.
- Led successful change management initiatives, fostering a culture of adaptability and resilience within the organization.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Interviewed, recruited and trained new onboarding candidates.
- Mentored junior team members, promoting professional development and career advancement opportunities.
- Championed process improvement efforts, reducing operational costs and inefficiencies.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided strategic direction for cross-functional teams, ensuring alignment with company goals.
- Cultivated strong relationships with clients, leading to increased customer satisfaction and retention rates.
- Fostered a positive work environment by promoting employee engagement initiatives and recognizing outstanding contributions from team members.
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
Diamond Support
Young Living Essential Oils
07.2021 - Current
- Aid in handling calls, chats and email conversations when queues rise or to cover their department meetings.
- Handle escalated matters in a professional manner to strengthen the relationship and form a bond with them. Advocate for these high-ranking members and offer assistance in any way permissible.
Payment Specialist
Young Living Essential Oils
11.2018 - 07.2021
- Exhibited superior problem-solving skills for complex issues.
- Demonstrated expertise in: BSI, Skava/OMS, Five9.
- Trained new team members on company-specific software and standard operating procedures for efficient onboarding.
- Evaluated and recommended improvements to current payment systems, leading to increased efficiency and reduced processing times.
- Researched billing errors and discrepancies to initiate corrective action.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Boosted customer satisfaction with timely and accurate processing of various payment methods.
- Enhanced payment processing efficiency by streamlining procedures and implementing automation tools.
- Provided exceptional support to customers by addressing inquiries related to billing and payments in a timely manner.
- Established relationships with customers to encourage payment of delinquent accounts.
- Reduced errors in payment transactions by conducting thorough audits and identifying areas for improvement.
- Facilitated smooth communication between finance teams, vendors, and clients to resolve payment issues promptly.
- Monitored accounts to verify compliance with payment terms and schedules.
Member Service Agent
Young Living Essential Oils
07.2018 - 11.2018
- Assisted members calling in placing orders via BSI and Virtual Office up to Executive level.
- Placed orders (quick and rewards), forced out ER orders, canceled Autoship, enrolled new members, answered basic commissions/ranking questions.
Quality Assurance Coach
Marcus By Goldman Sachs
08.2017 - 03.2018
- Conducted root-cause analysis to identify areas for improvement within the production process.
- Provided coaching and mentoring to employees.
- Provided training sessions on effective use of testing tools, leading towards improved skills among teammates.
- Facilitated virtual, in-person and blended learning sessions.
- Streamlined quality assurance processes for increased efficiency and cost-effectiveness in production.
- Established and maintained quality control standards.
Customer Support Specialist
Discover Financial Services
12.2005 - 06.2017
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Education
Bachelor of Science - Strategic Communications
University of Utah
Salt Lake City, UT12.2024
Bachelor of Science - Marketing Management
Western Governors University
Salt Lake City, UT12.2020
Skills
- Expert in Five9 / BSI / Skava / OMS
- MLM
- Critical Thinking
- Escalation management
- Payment Processing
- Conflict Resolution
- Strong Work Ethic
- Goal-oriented mindset
- Active Listening
- Process Improvements
- Multitasking and Organization
- Analytical Thinking
- Attention to Detail
- Listening Skills
- Customer Retention
- Excellent Communication
- Research
- Problem-Solving
- Account Servicing
- Performance Tracking
- Time Management
- Customer Service
- Decision-Making
Accomplishments
- Generated approximately $270,000 in annual revenue for YL by processing nearly 1,000 orders for Crown Diamon Dr. Oli Wenker on a monthly basis since February 2023.
Timeline
Elite Services
Young Living Essential Oils
07.2021 - Current
Diamond Support
Young Living Essential Oils
07.2021 - Current
Payment Specialist
Young Living Essential Oils
11.2018 - 07.2021
Member Service Agent
Young Living Essential Oils
07.2018 - 11.2018
Quality Assurance Coach
Marcus By Goldman Sachs
08.2017 - 03.2018
Customer Support Specialist
Discover Financial Services
12.2005 - 06.2017
Bachelor of Science - Strategic Communications
University of Utah
Bachelor of Science - Marketing Management
Western Governors University