Matthew M. Email & Phone Number

Miami, Florida, United States

• Responsible for the overall direction, coordination, and evaluation of the contact center. I ensure that operations run smoothly and efficiently.
• Develop and implement strategic plans to improve contact center performance, customer satisfaction, and business growth.
• Lead and manage a team of supervisors, team leaders, and agents. This includes hiring, training, performance management, and staff development.
• Monitor and analyze key performance indicators such as call handling time, customer satisfaction scores, and service level agreements to measure the effectiveness of the contact center.
• Ensure that the contact center delivers high-quality customer service. I may also handle escalated customer complaints or issues.
• Responsible for the contact center’s budget, ensuring cost-effective operations.

Doral, Florida, United States

• Speak with clients to discuss their health and life insurance needs and financial status. I help clients understand the different types of insurance policies and coverage available.
• Based on the client’s needs, I recommend suitable health and life insurance policies. I explain the terms and conditions of these policies to the clients.
• Help clients fill out insurance applications, submit them to insurance companies, and manage the policy. I also assist clients in updating their policies when necessary.
• Assist clients in the event of a claim. I guide clients through the claims process and liaise with the insurance company to ensure the claim is handled properly.
• Constantly research and stay updated on the latest insurance products and government health and life insurance regulations.
• Actively seek out new clients and generate leads.

Cooper City, Florida

• Contributes to a collaborative course development environment, working directly with others to understand and optimize eLearning design capabilities
• Recommends enhancements to learning methodology and course functionality
• Program new course-ware in Articulate Storyline 2
• Publish course-ware to the PassTheNotes Learning Management System
• Deadlines met consistently in a fast-paced environment with multiple assignments occurring simultaneously

Deerfield Beach, Florida

• Obtains client information by answering telephone calls; interviewing clients; verifying information
• Determines eligibility by comparing client information to requirements
• Informs clients by explaining procedures; answering questions; providing information
• Accomplishes sales and organization mission by completing related results as needed

Fort Lauderdale, Florida

• Process and update all claims that are submitted by the customers
• Assist with submitting claims and correspond with several insurance companies as needed
• Finalize and mail out all checks that are processed for the claims approved for payment
• Create, process and update weekly reports that entail the status of opened, pending and closed claims

Tamarac, Florida

• Responsible for preparing income tax returns of individuals
• Have an in depth knowledge of filing tax returns and federal tax laws
• Interview clients to obtain additional information on taxable income and deductible expenses and allowances
• Analyze tax forms, enter data into a computer system, perform mathematical operations and submit forms to appropriate government offices

Coral Springs, Florida

• Trained other data entry employees while upholding company guidelines for accuracy and security
• Compiled, sorted, and verified accuracy of data before and after it was entered then reported errors to supervisor when necessary
• Entered data from source documents into shared database, client files, and administrative forms
• Updated ad rearranged data while meeting changing deadlines

Sunrise, Florida

• Accepted and processed customer deposits and loan payments
• Maintained and balanced a cash drawer daily
• Presented features and benefits of products and services to customers
• Secured and closed the branch nightly

Plantation, Florida

• Delegated tasks to the team and ensured they reported accurate counts of their inventory
• Provided customer service in the computer department
• Managed inventory and adjusted merchandising daily
• Responsible for other duties as assigned