MATTHIAS Diedrich
ALBUQUERQUE
Summary
Motivated and adaptable professional with expertise in technical support and customer care. Renowned for problem resolution and proactive communication, contributing to improved processes and reduced call handling times.
Overview
10
10
years of professional experience
Work History
Technical Customer Care Expert
T-Mobile
Albuquerque, NM
07.2024 - Current
- Resolved customer inquiries through multi-channel support, enhancing overall satisfaction and loyalty.
- Provided product knowledge to educate customers on features and benefits, improving user experience.
- Assisted in troubleshooting technical issues, ensuring timely resolutions and maintaining service reliability.
- Adapted quickly to new software tools, increasing proficiency in handling complex customer queries.
- Managed high call volume while maintaining a professional demeanor, ensuring timely support for customers in need.
- Implemented process improvements that streamlined workflows, reducing average call handling time without sacrificing quality.
- Handled escalated calls professionally, diffusing tense situations while working towards mutually beneficial resolutions for both parties involved.
Collector Agent
New Mexico Gas
Albuquerque, NM
07.2016 - 01.2024
- Managed collections for overdue accounts, ensuring compliance with company policies and regulations.
- Negotiated payment arrangements with customers to facilitate timely debt resolution.
- Utilized billing software to track payments and update account statuses efficiently.
- Trained new team members on collection procedures and best practices for customer interactions.
- Reduced delinquency rates through proactive communication and follow-up with debtors.
- Collected on delinquent accounts to reduce overdue balances.
Education
Master of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO2011
Skills
- Complaint handling
- CRM software proficiency
- Customer service
- Time management
- Multitasking and organization
- Inbound customer service
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Problem resolution
- Relationship building
- Email communication
Timeline
Technical Customer Care Expert
T-Mobile
07.2024 - Current
Collector Agent
New Mexico Gas
07.2016 - 01.2024
Master of Science - Criminal Justice
Colorado Technical University