Ryan Matthews
Lawrenceville,GA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
12
12
years of professional experience
Work History
Member Services Rep.
Kaiser Permanente
08.2017 - Current
- Assisted members with coverage plan selection
- Verifying and explaining health benefits to members
- Investigating policy coverage and fully explaining the findings to members
- Provide members with health plan questions; benefits, co-payments and billing inquiries
- Shadow Trained New Hires
- Medicare Trained
- Provided Troubleshooting and Technical Support
- Describe product information to customers and accurately explain details and care of merchandise
- Process complaints and initiate claims
- Answer an average of 50 calls per day by addressing customer inquiries and solving problems
- Utilized creative problem solving for member resolution
- Direct calls to appropriate individuals and departments
- Update company databases with pertinent member information.
Call Center Rep. (Remote)
APPLE
05.2012 - 09.2016
- Provided customer service for incoming retail and online calls
- Utilized product knowledge to drive sales, as well as identifying up-selling opportunities to maximize customer satisfaction and retainment
- Provided relevant information so customers made the best purchasing decision
- Created customer contact list for future business to assist customers in making future purchases
- Assisted with placing orders and returned phone calls per follow up
- Utilized company knowledge-base to creatively resolve customer concerns to meet customer needs
- Deescalating turbulent situations by relating to the customer to identify the core need behind the issue and resolving it
- Emailed customers to inform them about special promotions or policies.
Call Center Rep. (Remote)
BARNES & NOBLE
06.2012 - 07.2014
- Provided customer service for incoming retail and online calls
- Managed accounts, issued refunds, and placed orders
- Managed company CRM system to document customer engagement
- Provided data entry and organizational skills to effectively get the job done
- Emailed customers to handle complaints and inquiries
- As well as inform them of policies and promotions.
Education
High School Diploma -
Collins Hill High School
Suwannee, GASkills
- Customer Service
- Issue Resolution
- Customer Relations
- Customer Support
- Data entry proficiency
- Goal-oriented mindset
Technical Experience
- Proficient with MS Office software (Outlook, Word, Excel)
- Typing Speed 50 WPM
- Skilled in processing all aspects of Personal Lines business
- Excellent oral communication and problem solving skills
- Call Center, customer service, incoming retail and online calls, CRM system, Sales
Timeline
Member Services Rep.
Kaiser Permanente
08.2017 - Current
Call Center Rep. (Remote)
BARNES & NOBLE
06.2012 - 07.2014
Call Center Rep. (Remote)
APPLE
05.2012 - 09.2016
High School Diploma -
Collins Hill High School
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