Faith Matovu
Las Vegas,NV
Summary
Professional in customer support with strong background in managing diverse customer inquiries through chat platforms. Known for exceptional communication skills, problem-solving abilities, and adaptability to evolving customer needs. Team-focused with proven track record of collaborating effectively to achieve measurable results. Skilled in multitasking, maintaining composure under pressure, and utilizing various software tools to enhance customer experience.
Overview
5
5
years of professional experience
Work History
Transportation Driver/Chat Support Specialist
Lyft
05.2024 - 02.2025
- Resolved complex technical issues for customers, demonstrating patience, persistence, and expertise in troubleshooting techniques.
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
- Enhanced transportation efficiency by optimizing route planning and scheduling.
- Implemented innovative technologies to improve tracking capabilities and minimize delays.
- Adhered to traffic laws while navigating various weather conditions, maintaining a clean driving record throughout tenure.
Customer Experience Specialist (Remote)
AT&T Mobility
06.2023 - 05.2024
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
Customer Service Representative
MGM Grand
06.2022 - 07.2023
- Documented customer correspondence in CRM to track requests, problems and solutions
- Assisted customers with making payments or establishing payment plans to bring accounts current
- 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.
- Managed approximately 20 incoming calls, emails, and faxes per day
Customer Accounts Rep (Temp)
Precision
01.2022 - 07.2022
- Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current
- Maintained customer database by entering any new and updated customer and account information
- Satisfied customer queries over phone and email to maintain positive patient-provider relationships
Customer Service Supervisor
Dollar King
02.2020 - 02.2021
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Education
Diploma -
Polytechnic High School
Long Beach, CA04-2015
Skills
- Efficient and Detail-Oriented
- Email Support
- Call Documentation
- Order and Refund Processing
- Salesforce
- Data Entry
- CRM Software
- LiveChat
- Microsoft Office
- Complaint handling
- Analytics
- Typing speed
Timeline
Transportation Driver/Chat Support Specialist
Lyft
05.2024 - 02.2025
Customer Experience Specialist (Remote)
AT&T Mobility
06.2023 - 05.2024
Customer Service Representative
MGM Grand
06.2022 - 07.2023
Customer Accounts Rep (Temp)
Precision
01.2022 - 07.2022
Customer Service Supervisor
Dollar King
02.2020 - 02.2021
Diploma -
Polytechnic High School
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