Matthew Bentley Email & Phone Number

Coaching with constructive feedback in order to help specialists to meet the metrics and KPIs that have been defined.

Focusing on monitoring CommOps Slack support channels helping specialists with requests for assistance.Performing practice QA audits and working on my skills to perform official QA audits.Crossing training on other pods to gain more knowledge to be able to help all specialists.Run Mode reports ensuring only professionals that have completed their background checks are working high valued partner shifts.Provide accurate numbers for the specialists to show where their stats are to keep the specialists focused.Give insights to Leads and Managers on what the main drivers are for contacts.

Savannah, Georgia, United States

Answered inbound messages from Professionals and Partners regarding payments, scheduling, and onboarding, with a focus on live shift issues.Helped in creating the LiveOps POD SLAsMonitored Slack to ensure that all Partner Support channels were being responded to promptly.Proactively engaged with Professionals to create moments of delight.Took inbound calls from Partners for live shift issues ranging from tracking pros to investigating possible fraud.

Savannah, Georgia, United States

Managed incoming calls and faxes to ensure all are handled appropriatelyReviewed faxed information from doctor offices and pharmacy in order to verify HIPPA guidelines are met for both the prescriber and member.Made outbound phone calls to doctor offices to verify and obtain missing information as well as if help is needed in answering clinical questions.Verified member eligibility using company CRM’s.

Welcomed guests as they arrive in a professional manner.Promptly assisted in the check-in process to ensure guest satisfactionManaged guest issues and deescalate all complaintsAssisted guests with the reservation process in person and via phone correspondenceAccommodated requests ranging from wake-up calls, early or late arrivals, extended departures, and room location.

Chicago, Illinois

Supported specialists and fellow leadership on the floor via chat and email correspondence.Supervised 100+ specialists to ensure they are staying on task and working their scheduled activities.Ensured all contact channels including tickets, emails, and calls are properly staffed in order to meet service level goals.Collaborated with other departments including Customer Care, Workforce Management, and Technology on a daily basis to ensure a smooth operation.Addressed escalated issues to ensure client satisfaction.Provided coaching for specialists to ensure they are meeting performance goals and address any behavioural issues.Responded to legal requests such as levies, liens, and subpoenas that are placed on restaurant accounts.

Chicago, Illinois

Daily multitasking of inbound calls, email correspondence, and case resolution for restaurant accounts.Handling ongoing restaurant account maintenance and operational support ranging from payments to scheduling updates.Providing an intimate knowledge of various CRM software such as Sales Force, and account editing tools for enhanced administrative support. Collaborating interdepartmentally with Accounting, Marketing, and Tech Support teams to ensure restaurant satisfaction.Provided floor support for a team of 50+ members.Subject matter expert on a specialized team supporting restaurant delivery services, including running detailed accounting reports. As part of the restaurant delivery service support team we would update 60+ restaurants at a time., would update delivery areas that are very complex, delivery time updates, and all other responsibilities listed above. This would all be done on very strict timeline and handled right when they came in either via phone or email.

Greater Chicago Area

Helped establish the Seamless platform in Chicago after the GrubHub/Seamless merger.Assisted with mentoring during the operational transition from Salt Lake City, UT to Chicago, IL offices.Resolved order related questions and concerns via phone, email, and social media platforms. Facilitated speedy resolutions for restaurants and diners alike.Updated vendor account information such as maps, menus, hours of operation, and order transmission.Mastered understanding of CRM (Salesforce.com) and other proprietary interfaces.

Greater Salt Lake City Area

Made reservations for various locations of Ritz Carlton Hotels.Handled reservation modifications and cancellations.Incorporated knowledge of booking options to best accommodate the guest.Helped make the customers experience last for a life time.

Greater Salt Lake City Area

Communicated with clients on outstanding accounts and negotiated to collect outstanding balances. Provided customer service for billing and payment issues.

Answered incoming phone calls for various cities within the IHG hotel group as in house reservations.Made reservations with what the customer shared as well as what I picked up on.