Ebony Ashley Matos Email & Phone Number

United States

New York, United States

Remote

- Responsible for handling all assigned customer contracts and resolving inquiries in a timely manner while providing exceptional customer service - Communicated directly with customers and internal colleagues to ensure the accurate resolution of customer inquiries, executing customer renewals - Communicated renewal rates, negotiated and provided alternate renewal options - Partnered with sales to Identify potential product add opportunities - Managed a high volume of account-related tasks and customer inquiries centered on maximizing customer long-term investments with HubSpot - Solved complex billing issues that require extensive analysis while moving through different scenarios and systems - Successfully interfaced with internal teams including Customer Success, Accounts Receivable, and Sales - Partnered with Business Enablement in order to enhance our billing infrastructure- Contributed to the growth of the contract management organization by providing feedback and piloting new processes and playbooks- Proactively communicate with the customer to discuss upcoming renewals, non-change renewals, or pending cancelations- Lead and finalize the negotiation of contractual documents, process contract adjustments and modifications- Distributing SOC reports, Compliance reports and collaborated with the legal team regarding Customer/Partner/Vendor requests as needed- Communicated contract and company terms of service and legal terms to customers/ partners/ vendors as needed

Bethlehem, Pennsylvania, United States

- Managed a book of business and customer requests- Negotiated renewal rate relief for groups <25 through negotiations with underwriting and generating plan options- Identified Add Issue opportunities for groups <25 by generating Business Objects reports and strategies developed in collaboration with Sales Reps - Follow up with Producer/Assistant regarding Renewal/Add Issue status; engage Sales Rep as needed to help close the sale- Communicated renewal rates, and options, and Add Issue quotes to the Producer/Assistant- Delivered misdirected or revised renewal letters to the Producer/Assistant/Plan-holder via email or mail, verify producer addresses in Siebel Toolkit, etc.- Identified, generated, and released appropriate reports in the GCRS package- Managed Regular amendments in collaboration with Sales (pre or post-submission to NBBS) - Served as Subject Matter Expert on various Guardian systems (Siebel, CPS, Phoenix, etc.) capabilities, Products, and workflow procedures

Bethlehem, Pennsylvania, United States

• Managed customers' requests and identified solutions for complex customer issues, examining the nature of the situation and using various internal resources, appropriate systems, and helpline/ resolution support- Handled a high volume of customer inquiries through necessary and appropriate means (phone, e-mail, fax, etc.) utilized within our call center- Documented system(s) and completed workflows as required- Worked in partnership with various departments and all levels of employees and maintains productive working relationships with a focus on ensuring customer service standards and metrics are achieved

Quakertown, Pennsylvania, United States

- Demonstrated professional customer service, professional verbal and social communication skills- Independently multi-tasked by handling a vast amount of front desk receptionist duties- Managed and scheduled customer and client visits - Organized and managed incoming and outgoing mail- Managed and transferred a high volume of incoming calls, emails, faxes, voicemails- Scheduled and arranged meetings and company events - Assisted with company Catalog preparation for customers/clients

Allentown, Pennsylvania, United States

- Independently managed and performed vast general administrative tasks - Scheduled Meetings and events- Managed and re-routed incoming and outgoing correspondence, including faxes, emails, voicemails, mail- Prepared and managed corporate invoices, purchase orders, reports, memos, letters, financial statements, and other documents as needed- Regularly utilized Microsoft Word, PowerPoint, Excel, and Outlook