Mattie Horner
Substance Abuse Counseling
Portsmouth,OH
Summary
Accomplished professional with a proven track record in customer service and teamwork, notably at City National Bank. Excelled in enhancing client satisfaction and streamlining operations, leading to significant business growth. Skilled in problem-solving and cash handling, adept at driving results through strategic planning and collaboration. Professional with strong background in customer service and food preparation, equipped to excel in team-oriented environments. Skilled in maintaining high standards of cleanliness, efficiency, and safety while adapting to changing operational needs. Known for reliability, effective communication, and focus on delivering quality results.
Overview
2022
2022
years of professional experience
1
1
Certification
Work History
Crew Member
Coal Grove Wendy's
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
LQSA
ResCare Residential Services
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Customer Service
Amazon Mayday Project
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
Training Manager
GC Services Call Center
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
Banker
City National Bank
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
PBX Operator
Collins Career Center Adult Education
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Trained and mentored new PBX operations employees.
- Enhanced communication between departments by promptly transferring calls and providing accurate information.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Customer Service Representative
Singular Wireless
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
CEO/Owner
Paradise Industries 3 Empire, LLC
05.2019 - 06.2021
- Achieved company growth by implementing strategic plans and streamlining operations.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Enhanced brand reputation with effective marketing campaigns and public relations efforts.
Education
High School Diploma -
Rock Hill High School
Ironton, OH05.2002
Skills
- Customer Service
- Teamwork and Collaboration
- Time Management
- Problem-Solving
- Cash Handling
- Cleaning
- Crisis Management
- Operational Excellence
- Leadership and People Development
- People and Culture
- Operations Management
- Business Administration
Certification
- Microsoft Office Specialist (MOS) Certification
- Data Entry Certification - Various Online Platforms.
- While these certifications may not all be directly requested by employers hiring switchboard operators or answering service personnel, they represent skill sets that are highly relevant and beneficial in enhancing the performance and career prospects of individuals within these occupations.
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Awarded "Employee of the Month" for delivering outstanding administrative support.
- Designed a more efficient Excel template to track and manage office personnel calendars and daily meetings.
- Supervised team of 10 staff members.
- Reduced operational expenses by 20% by streamlining branch operations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CEO/Owner
Paradise Industries 3 Empire, LLC
05.2019 - 06.2021
Crew Member
Coal Grove Wendy's
LQSA
ResCare Residential Services
Customer Service
Amazon Mayday Project
Training Manager
GC Services Call Center
Banker
City National Bank
PBX Operator
Collins Career Center Adult Education
Customer Service Representative
Singular Wireless
High School Diploma -
Rock Hill High School
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