Monika Mateka

• Investigate and resolve complex issues that our customers face with our product and insurance billing features by utilizing intuitive problem-solving skills
• Liaise with our clearinghouse to investigate insurance inquiries. Open internal investigations with our clearinghouse to address customers' insurance claims, payment reports, and enrollment issues
• Identify patterns in incoming support emails and keep an eye out for potential issues
• Distill themes from customer feedback to help determine what can be most impactful and bring immediate value to customers.
• Chosen to pilots the new Phone Support Specialist group to design/assess/improve internal processes and then to train fellow team members on them.

Participate in cross-functional teams to ensure the execution of product development plans and ensure revenue and customer satisfaction goals are met.
Manage flow of communication between our clearinghouse and their API to all internal teams.
Bring forth into development, high impact-to-effort ratio features and enhancements resulting in high success rates upon delivery.
Effectively balance customer needs and product innovation by performing in-depth market research and data analysis.
Process and filter noise into clear signal resulting in the increased capacity of our Product Managers.
Uphold CS and customer representation by prioritizing and proposing CS related product enhancements to optimize Product Manager workflow.
Understand API integration with our clearinghouse to maintain clear and concise communication between engineering teams and ensure timely completion of QA and releases.
Create, update, and audit all internal/external (Guru, Lessonly, Zendesk Help Center) resources to ensure customers and customer-facing teams are set up for success as the product changes.
Piloted and established the new Phone Support Specialist role. Designed, assessed, improved internal processes and trained new team members.

• Provided primary customer support in fast-paced environment while maintaining a average of 96.5% CSAT score across 3051 tickets.
• Increase our customers' product engagement and competency through teaching live classes, conducting Q&A sessions, and facilitating demos.
• Answered high priority/escalated enrollment issues and provided solutions.
• Received constructive criticism well and turned it into an opportunity to grow and improve.
• Collaborated with QA and Education Team Leads to create, update, and audit internal/external resources related to insurance enrollments to ensure customers and customer-facing teams are set up for success.
• Worked well independently and on a team.

• Expanded sales by 45% in Q3 through strategically partnering with a national PEO, networking, client referrals, marketing using Google AdWords.
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Created sales materials, marketing strategies, and genuine rapport to help close business.
• Maintained a complete, accurate, up-to-date sales pipeline, forecast, and activity log by using Dynamics365.

• Increased customer satisfaction from 82% to 91% within three months and complemented on numerous occasions were displaying above and beyond a customer service.
• Ranked top 10 in by tripling Area average sales numbers, earning $9.50 additional income per car.
• Wrote weekly reports on partnership outreaches interactions.
• Proactively handled guests' complaints, settled disputes, and resolved grievances to deliver superior customer experience.

• Mastered the ability to wear many hats, multitask, and work efficiently in fast paced environments.
• Built genuine rapport and close relationships with an extensive clientele requesting my personal service.
• Possessed a strong commitment to fellow team members by taking on extra shifts and covering for colleagues when scheduling conflicts would arise.
• Trained 6 new hires and improved productivity by developing and creating training packages for new hires and current team members.

• Coordinated 4-6 national trade shows annually and created marketing collateral to reach potential customers.
• Developed and maintained online storefront, increased revenue by average of 35%.
• Fulfilled contractual obligations, including communications, vendor coordination, schedule creation, budget administration and rehearsal and day of event coordination.