Mattilyn Howarth
Chattanooga,TN
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Benefit Advisor
Unum
02.2025 - Current
- Managed enrollment processes, ensuring accuracy and compliance with regulations.
- Mentored junior advisors, fostering professional growth and enhancing team capabilities.
- Analyzed customer feedback to identify trends, contributing to service improvement initiatives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Office Manager
Pulmonary and Sleep Institute
05.2022 - 01.2025
- Streamlined office operations by implementing efficient scheduling and resource allocation systems.
- Managed vendor relationships to ensure timely delivery of supplies and services.
- Led team meetings to identify process improvements, fostering a culture of continuous improvement.
- Trained staff on office protocols, enhancing overall productivity and workplace morale.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Member Service Representative
YMCA Metropolitan Chattanooga
11.2021 - 03.2022
- Delivered exceptional member service by resolving inquiries and providing product information.
- Assisted in onboarding new members, ensuring smooth integration into services offered.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Membership Director
YMCA of Darke County
08.2020 - 11.2021
- Boosted team performance through close monitoring and mentoring.
- Prepared and maintained records and reports such as budgets, personnel records, and training manuals.
- Established and oversaw administrative procedures to meet objectives set by boards of directors and senior management.
- Worked with over 20 companies to bring in corporate members and families.
- Maintained all corporate records and monthly invoicing.
- Developed programs, initiatives, and policies to increase membership.
Director of Child Development
YMCA of Darke County
08.2020 - 11.2021
- Grew attendance through successful promotional strategies, attracting new families to program, and maintaining high enrollment.
- Boosted program success by recruiting well-qualified teachers and staff.
- Enhanced learning and development for children of all skill levels with diversified instructional strategies.
- Improved student behavior with positive reinforcement techniques and good parent relations.
- Set educational standards and goals and helped establish policies, procedures, and programs.
Manager
Red Berry Candy Shop
09.2012 - 05.2020
- Directed daily store operations, including staff management, task delegation, merchandising, and customer service.
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Handled customers' advanced needs with properly escalated calls and scheduled service appointments.
- Answered customer questions about policies and procedures with friendly and knowledgeable approach.
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
Education
Bachelor of Science - Criminal Justice
University of Tennessee - Chattanooga
Chattanooga, TN05-2026
Skills
- Benefits analysis
- Employee relations
- Attention to detail
- Adaptability and flexibility
- Records maintenance
- Personnel records management
Timeline
Customer Benefit Advisor
Unum
02.2025 - Current
Office Manager
Pulmonary and Sleep Institute
05.2022 - 01.2025
Member Service Representative
YMCA Metropolitan Chattanooga
11.2021 - 03.2022
Membership Director
YMCA of Darke County
08.2020 - 11.2021
Director of Child Development
YMCA of Darke County
08.2020 - 11.2021
Manager
Red Berry Candy Shop
09.2012 - 05.2020
Bachelor of Science - Criminal Justice
University of Tennessee - Chattanooga