Matthew Schepp Email & Phone Number

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Los Angeles, Ca / Minneapolis, Mn

- On-Demand Personal Logistics Coordination of customized orders resulting in extremely high Customer Satisfaction scores - Maintained a 4.9 rating out of 5 in Customer Satisfaction- Strengthened conversational and cross selling skills- Navigated high pressure environments achieving desirable outcomes for all parties - Analyze metrics to optimize area demand and supply planning and leverage data to forecast inventory and scheduling requirements- Execute cost-analysis to control customer costs and actualizations

Greater Minneapolis-St. Paul Area

Job Responsibilities:- Research , Develop, Design, Script, Program, and Host web pages- Recurring contract work for multiple clientsSkills learned: Importance of prompt communication & follow-up, completion of quality work for all clients.

Eagan, Mn

Serve as primary contact for internal and external customers to resolve complex, non-routine issues. Act as a subject matter expert for both internal and external clients and customers. Analyze reporting and provide input regarding the implementation of workflows and procedure changes. Collaborate with Account Management to implement new accounts.Job Responsibilities: - Advocate for client through research of internal systems, processes, policies and other departments to identify root cause and determine appropriate resolution option(s)- Develops and maintains strong internal and external client relationships- Provides on-going education to client to clarify our position regarding company policies and procedures- Serve as a Subject Matter Expert (SME) for internal employees and leadership regarding client- Reviews reports and identifies trends in issues impacting client satisfaction - Analyzes, develops and implements contact center workflow and procedure changes- Provides on-the-job training to new and existing Customer Service Representatives in individual or group settingsSkills learned: Time Management, Process Improvement, Communication.

Eagan, Mn

Supported and facilitated the Contact Center New Hire class instruction.Job Responsibilities:- Prepare for and instruct several lessons throughout the new hire course ; Train Major National Account Specifics- Support floor excursions, Provide support during Learning Lab, Provide floor support after class- Represent the training team by exhibiting respect, patience and a positive attitude - Help validate and create curriculum, validate and create test questionsSkills learned: Organizational, Collaboration, Course Design, Product Knowledge, Self Confidence, Delivery of content.

Eagan, Mn

Responded to subscriber and provider inquiries regarding products, benefits, eligibility, and claims.Job Responsibilities:- Research and respond to inquiries to ensure continued, positive, customer relationships and timely resolution of issues- Coordinate and communicate with team members and other areas of the organization to resolve inquiries- Organize and utilize all internal communications to respond promptly and accurately to customer inquiries- Constantly achieve and extend productivity and company quality standardsSkills learned: Extensive knowledge of internal systems, Extremely high accuracy ratings, Both team and individual level success.

Fargo, Nd

Supervised a range of associates from 3-20 per given shift.Job Responsibilities:- Reinforcing Customer Service Standards- Ensuring compliance with company policies and procedures- Coaching and training of new store associates- Conducting additional training programs- Accurately and efficiently processing customer’s transactions- Resolving customer’s issues and needs- Providing input on performance appraisals for supervised associatesSkills learned: Importance of quality customer service, increased customer focus.

Fargo, North Dakota Area

Job Responsibilities:- Assisted Promotions Director in coordinating of station promotions and events- Supervised groups of “Street Teams” at remote events to ensure accurate and efficient company representation- Worked with sales staff, contacting clients about events, products and promotions- Worked with Internet Content Coordinator to ensure online promotions and information were accurate and up-to-date- Wrote on-air copy for promotions, official rules for online and on-air useSkills learned: Teamwork, Interdepartmental Networking, Clear and Concise Communication skills.

Fargo, North Dakota Area

Job Responsibilities:- Developed, Designed and Implemented web sites for four of the company’s radio stations- Scripted and Programmed contact forms and chat rooms to allow customers to contact company- Strong background in computer systems, hardware and software- Extensive knowledge of the Microsoft Office Suite of productsSkills learned: Coordination and implantation of non-traditional technology to allow current customers new ways to communicate with company. Leadership as a problem solver/decision maker.

General Studies, Computer Programming, Specific Applications

Generals / Computer Information Systems, Computer Programming General Studies: Accounting I and II, American Government, College Writing.

Diploma, General Studies