Matthew Charles Email & Phone Number

Riverview, Fl, Us

Tampa, Florida, United States

Tampa/St. Petersburg, Florida Area

National recruiter helping healthcare professionals find their next opportunity. Opportunities available for nursing, imaging, therapists and allied positions:✔ Medical/Surgical - RNs✔ Telemetry - RNs✔ Critical Care - RNs✔ Emergency Department - RNs✔ Operating Room - RNs✔ Imaging: Xray, Ultrasound, Echo, MRI, CT✔ Allied: CST, Surg Techs, SPTs✔ BCBA's (Board Certified Behavioral Analyst)✔ Therapy: OT, PT, SLP✔ LPNs✔ SLP's✔ OT's✔ PT's✔ School Psychologists✔ Special Education Teachers

Tampa, Florida

•Advocacy for, and primary ownership of, the customer to ensure the Company is serving the interests of the client, thereby ensuring client satisfaction and promoting client retention. Schedule regular conference calls with client to ensure satisfaction. Include key management team members on periodic meetings with key clients.•Provide technical/functional support to existing customers, including troubleshooting and delivering high-quality resolution for advanced product features and benefits, future direction of product and overall Asure solutions.•Consultation on system functionality.•Diagnosis of client/system issues/requests submitted to the Company.•Coordinate resources to complete projects, data mapping, testing, analytical and design skill•Ensure time commitments are met by all internal staff who service the client. •Identify opportunities to improve service to client and to increase revenue opportunities for the business through proactive cross-selling, account awareness, and sound relationship management.•Serve as back-up to other Account Managers and Implementation Manager by responding to their telephone calls from clients, emails, or other forms of communication. •Escalate client services issues to management as necessary.•Advise clients of issues, as they arise, that may affect the level of customer service provided to clients and/or participants.•Act as liaison between all internal business partners on behalf of the client.

Charleston, South Carolina Area

•Managed Open Enrollment projects via Salesforce for several high-profile clients and a book of business of 10+ accounts. •Managed customer expectations with a focus on Software as a Service.•Built, nurtured, and maintained relationships as primary point of contact for HR and Carrier Administrators. •Provided navigational assistance and training on the Benefitfocus platform to HR and Carrier Administrators. •Introduced and provided knowledge on new Benefitfocus products to HR Administrators. •Worked with Business Analysts, Project, and Delivery Managers to obtain Client business requirements and deliverables. •Worked with Operations Engineering to troubleshoot and resolve eEnrollment issues in a timely fashion. •Completed quarterly User Acceptance Testing, Release, Fix, and pre-Open Enrollment testing to ensure the eEnrollment application can handle real world/time scenarios.•Worked daily with Configuration and Integration teams to ensure that the eEnrollment application matched client requirements. •Audited iMax and gMax payroll files for accuracy and worked with Payroll Team to resolve any issues reported by the Client. •Managed onsite visits, breakout/discovery sessions, product deep dives, and weekly meetings to ensure customer satisfaction.

Charleston, South Carolina Area

•Learned best practices for managing multiple customer accounts from senior Account Managers. •Assisted HR and Carrier Administrators with navigational and product support of the Benefitfocus platform. •Proactively provided assistance to senior Account Managers when escalations or other urgent issues arose. •Served as out of office contact for Account Managers to ensure no lapse in service.

Charleston, South Carolina Area

•Recognized with the President’s Award for providing exemplary customer service.•Provided anticipatory service in a high-volume contact center environment.•Proactively took on extra work during the rigorous Open Enrollment seasons. •Performed manual updates and approvals to ensure client satisfaction and continuity of services.

Master Of Business Administration (M.B.A.), Human Resources Management And Services

Bachelor Of Arts (B.A.), Communications

Activities and Societies: Rugby

Bachelor Of Arts - Ba, Communication And Media Studies

Activities and Societies: Rugby