Cate Matteo Email & Phone Number

Remote

Salt Lake County, Utah, United States

Received inbound client inquiries via phone, email, and Online ticket inquiries.• Created case logs, recorded information, create resolution time, followed up on issues and escalatedcomplex software development issues.• Assessed issues and developed a course of action to guide the client through a prompt resolution.• Directed and guided clients through resolutions to technical issues.• Applied critical thinking skills to achieve a resolution to the issue by providing good customer service, as well as remote support assistance.• Worked in a team environment and assisted team members on various issues.• Multi-tasked with competing priorities and focused closely on time management.• SQL diagnostics and approved scripts used and run to help resolve DMS/CRM issues.

Served in a project management role for client implementation and software integration with up to 18 clients at a time.• Collaborated with clients to develop project specifications and desired final output.• Advised and guided clients toward efficient and effective solutions by using best practices and industry knowledge.• Managed clients’ expectations overall, most commonly about the project timelines; collaborated closely with the client support and the tech teams to meet target dates for project implementation completion.• Coached clients remotely through implementations of our software programs, upgrades and trouble shooting.• Collaborated closely with the Controller, CFO, and management team to achieve successful projectcompletion.• Created individually tailored systems, procedures, and strategically developed CRM integrations per client customization requests.• While working remotely, provided excellent daily customer service by answering questions and solving client problems via Zoom video, email, text and via phone.

Orem, Utah

Led and trained 80 + newly hired sales and customer service representatives in 2020 via live virtual classroom and eLearning platforms.• Served as HR and training representation for varying acquisitions; enhanced technical resources available for use in applicable departments.• Developed customer training content to be used by the knowledge management system.• Managed all teams under Skills Development and directed their activities for the achievement of the process.• Spearheaded the mentoring and development of new supervisors, as well as sales agents; weekly progress reports with performance updates provided. Referred to applicable to analyze trends over long and short periods of time allowing for performance details to become clear.• Led employee engagement activities such as weekly training or related productive activity with myself, designated nesting lead or a fellow trainee.• Conducted leadership and coaching skills training for new supervisors and managers.• Conducted performance evaluations and set up performance goals with targets for the employees, as well as performance coaches/nesters.• Actively developed and restructure new eLearning and training processes to create efficiency throughout the training process.• Developed as well as administered proper training and curriculum used to train tenured employees along with newly hired staff; comprised of training on technical resources, performance enhancement training and new processes.

Sewickley, Pennsylvania

Responsible for full life cycle recruiting and hiring; scheduled interviews, extended offer and developed events/incentive programs to increase employee morale and engagement.• Reviewed and coordinated all new hire background checks including references, credit, criminal and drug screening results, and other required tasks.• Aided the payroll department with resolving employee and customer issues; evaluate the issue/situation, gather relevant data, analyze information, and develop a strategy for necessary change.• Leveraged Online recruiting resources and in house applicant tracking systems to identify and recruit.• Organized and managed presentations, selections, offer, negotiation, closing, and administrative components involved in customer placements.• Increased client retention through effective communication and relationship building.• Maintained high departmental standards for quality and productivity metrics.• Excelled in interviewing, consulting with managers over candidate skill sets, selection recommendations, negotiating salary, extending offers and on-boarding.• Successfully mentored new hires for high-volume accounts, using time management skills to balanceworkload and training.• Maintained company Facebook page and social media correspondence.• Developed new recruiting strategies and processes that were more effective after presenting my findings to management.

Responsible for aspects of student’s enrollment for a large Online for-profit university. Worked with students from the process of application until the successful completion of the first course.• Provided follow up throughout student’s tenure while enrolled.• Highly regarded by colleagues for my passion of education and its ability to provide a better future for potential students.• Promoted within first 6 months of employment to train, mentor and provide one on one coaching to teammates struggling with performance/not meeting required metrics.• Brought on an average of 40 new students a month; ensured each student passed their first course and had sent all required documents, financial aid, etc.• Actively achieved metric driven goals in a demanding environment; successfully multi-tasked and managed a high number of student inquiries through inbound/outbound phone calls, as well as monitored Outlook email correspondence.• Supported students throughout duration of enrollment; supported student engagement through frequent communication.• Personalized the student experience through strategic rapport building and relationship development; exceeded student expectations through guidance and development of solutions used to overcome challenges faced throughout the academic journey.• Gathered and analyzed daily data for team members who needed extra coaching and skill development; used to help track progress.• Developed and used strategic formulas via MS Excel to provide detailed team and individual metric reports; discussed team stats daily, during team huddles and sent a copy to team members via email after each meeting.• Achieved and challenged personal success goals in relation to student progress and engagement in the classroom; a resolution to any situation, keeping the student on track academically, no matter how specific the complications.• Active member of two company committees; AUO Cares and The Graduation Committee.

Greater Pittsburgh Area

• Coordinated promotional activities with varying vendors weekly; organized, managed, and participated in event activities, including stage set up. • Trained new crew members and took part in vendor management.• Developed plans to drive performance excellence; set-up efficiencies, planning for electrical or sound malfunctions, etc.• Managed strong on-site relationships with vendors/clients to create new opportunities for future events.• Assisted in strategic planning and identified areas for improvement.• Presented creative campaigns and coordinated an enjoyable fan experience.• Communicated with clients to provide exceptional brand promotion.• Managed and organized all performances with teammates.• Served clients by considering demographic specific needs and adapted to specific changes necessary for promotional success.

Greater Pittsburgh Area

• Assisted in creating strategies and tactics by developing marketing plans.• Successfully increased revenue coming in from customers by using primary and secondary research.• Executed the tactical elements of marketing programs with Diesel Club Lounge and Sky Bar; developed promotional incentives and collaborated with my team to create consistent communication between all staff members, etc.; resulted in higher club volume, as well as more beverage transactions in the months of May and June.• Developed and directed the integrated marketing communication programs, social media, and brand management for Diesel Club Lounge and Sky Bar.• Collaborated with local businesses to develop brand name recognition throughout the city.• Booked and organized parties through constant communication with guests via social media, email, phone and in person interviews.• Managed a promotional team of 5 individuals that used Guerrilla Marketing tactics and customer interactions to bring more foot traffic into the club.• Led and planned all events held at the venues; met with customers to help organize and prepare for the occasion.• Built and maintained partnerships with local businesses to share promotions, as well as organize transportation assistance for guests with large parties.• Improved public perception of both clubs through relationship building and constant interaction with customers and local business owners.

Bachelor Of Communications, Public Relations, Advertising, And Applied Communication

Master'S Degree, Industrial And Organizational Psychology, 3.6

Studying the organizational business structures through strategic problem solving.

Associate Of Social Sciences, Psychology

Adn, Pre-Medicine/Pre-Medical Studies, A

I'm working towards earning my ADN, in addition to my other degrees, in order to obtain my RN license. This will be something that I do.