Sean Mathis
Summary
Dynamic customer service professional with a proven track record at H&R Block, excelling in problem resolution and active listening. Skilled in social media monitoring and community engagement, I consistently achieve high customer satisfaction scores while fostering loyalty through empathetic communication and proactive outreach. Committed to enhancing brand presence and client relations.
Overview
3
3
years of professional experience
Work History
Social Media Customer Care
H&R Block
06.2023 - 04.2025
- Respond to customer inquiries within 1-3 minutes via chat platforms, consistently achieving response time goals while delivering effective, solutions-oriented support and maintaining a positive brand presence.
- De-escalate customer complaints and conflicts by actively listening, empathizing, and offering solutions that maintain customer loyalty.
- Consistently meet or exceed weekly performance metrics, such as response time, resolution rates, and customer satisfaction scores.
- Proficient in initiating outbound calls to clients for follow-ups, service updates, and issue resolutions, ensuring proactive customer engagement. Skilled in drafting clear and professional email communications to clients for inquiries, troubleshooting, and providing product/service information.
Community Engagement Specialist
AdventHealth
12.2021 - 04.2024
- Took inbound and outbound calls to assist AdventHealth patients and AdventHealth University students with appointment scheduling, resource navigation, and general inquiries.
- Provided support for food pantry services, coordinated distributions, and connected students and patients with essential nutrition resources.
- Assisted individuals facing financial or personal challenges by facilitating access to hardship assistance programs, including referrals to chaplain services, counseling, and community partnerships.
Education
Bachelor of Science - Business
Full Sail University
Winter Park, FL06-2013
Skills
- Customer service
- Active listening
- Problem resolution
- Empathy display
- CRM software
- Salesforce
- Organization and time management
Timeline
Social Media Customer Care
H&R Block
06.2023 - 04.2025
Community Engagement Specialist
AdventHealth
12.2021 - 04.2024
Bachelor of Science - Business
Full Sail University
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