Mattie Dean
MIDVALE
Summary
Dynamic Implementation Specialist with a proven track record at Solo LLC, excelling in software configuration and client management. Enhanced customer satisfaction through effective issue resolution and data analysis. Recognized for fostering cross-functional teamwork and developing targeted solutions that strengthened client relationships. Committed to delivering exceptional service and support.
Overview
5
5
years of professional experience
Work History
Implementation Specialist
Solo LLC
02.2023 - Current
- Assisted account executives with strengthening client relationships through targeted solutions.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Configured and tested new software
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in Google Meet.
- Generated reports to track performance and analyze trends.
Proposal Support Supervisor
Solo LLC
04.2022 - 02.2023
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored employee and customer interactions to assess quality of service.
- Prepared employee schedules for maximum coverage during key hours.
- Managed specialist team to provide technical assistance and customer service.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
Senior Support Specialist
Solo LLC
01.2022 - 04.2022
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Increased customer satisfaction ratings
- Responded to customer inquiries and provided technical assistance over phone and email
Manager
Sizzling PLatter
11.2019 - 01.2022
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Education
Associate of Science -
Westlake High School
Saratoga Springs, UT12-2021
Skills
- Software implementation and Configuration
- Complex issue resolution
- Client management
- Telephone and email etiquette
- Client education needs
- Requirements gathering
- Cross-functional teamwork
- Data analysis
- Computer skills
Timeline
Implementation Specialist
Solo LLC
02.2023 - Current
Proposal Support Supervisor
Solo LLC
04.2022 - 02.2023
Senior Support Specialist
Solo LLC
01.2022 - 04.2022
Manager
Sizzling PLatter
11.2019 - 01.2022
Associate of Science -
Westlake High School
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