Matt Conyers
Midlothian
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
21
21
years of professional experience
Work History
Customer Care Agent
Shades of Light
11.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided exceptional service by actively listening to customer needs and offering tailored solutions.
- Managed high-volume calls while maintaining composure and professionalism in challenging situations.
- Documented customer interactions accurately to enhance tracking and resolution processes.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Participated in regular team meetings designed to evaluate current processes, share ideas for improvement, and celebrate successes achieved within the department.
- Logged call information and solutions provided into internal database.
Customer Service Staff
Publix
02.2023 - Current
- Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
- Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
- Developed rapport with regular customers, offering personalized service that fostered brand loyalty.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Customer Service Agent
Williams-Sonoma
05.2022 - 09.2022
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Provided primary customer support to internal and external customers.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Facilitated communications through management of inbound and outbound customer calls.
Customer Service Agent
Plow And Hearth
09.2021 - 12.2021
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Server
Capital Ale House
10.2021 - 11.2021
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Checked identification for minimum age for sale of alcoholic beverages.
Server
Macados
03.2012 - 12.2019
- Bussed and reset tables to keep dining room and work areas clean.
- Cultivated warm relationships with regular customers.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Hairdresser
The Outer You Salon and Spa
09.2006 - 03.2019
- Enhanced client satisfaction by providing personalized hair consultations and recommending suitable styles.
- Supported fellow stylists during peak times by assisting them with shampooing or blow-drying tasks when needed.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Processed payments, entering sales in register for prompt customer service.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Mixed pigments and used proper techniques to achieve desired color.
- Attended hair shows, classes and seminars to stay up-to-date on latest trends.
Circulation Assistant
James L. Hamner Public Library
03.2016 - 12.2018
- Maintained a clean and organized circulation area, contributing to a welcoming atmosphere for library users of all ages.
- Collaborated with reference librarians to provide comprehensive research assistance to patrons in need of guidance on complex topics.
- Enhanced patron experience with timely assistance in locating materials and resources within the library.
- Streamlined check-in/check-out processes, reducing wait times for patrons during peak hours.
- Promoted library events and services to patrons through engaging displays and informative handouts.
- Contributed to a positive work culture by participating in staff meetings and training sessions designed to enhance job performance and collaboration.
- Coordinated the scheduling of meeting rooms and other shared spaces within the library facility, ensuring optimal utilization of available resources.
Server
Longhorn Steakhouse
02.2009 - 11.2011
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Cultivated warm relationships with regular customers.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Server
O'Charley's
02.2008 - 01.2009
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
Server
Red Lobster
09.2006 - 01.2008
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
Server
Salisbury Country Club
01.2005 - 09.2006
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Education
High School Diploma -
Appomattox Regional Governors School
Skills
- Complaint Handling
- Customer Focus
- Assertiveness
- Call center experience
- Critical Thinking
- Active Listening
- Payment processing
- Shipping and logistics
- Warranty claims
- Returns and exchanges
- Customer relationship management
- Order processing
- Inbound customer service
Personal Information
Title:
Timeline
Customer Care Agent
Shades of Light
11.2024 - Current
Customer Service Staff
Publix
02.2023 - Current
Customer Service Agent
Williams-Sonoma
05.2022 - 09.2022
Server
Capital Ale House
10.2021 - 11.2021
Customer Service Agent
Plow And Hearth
09.2021 - 12.2021
Circulation Assistant
James L. Hamner Public Library
03.2016 - 12.2018
Server
Macados
03.2012 - 12.2019
Server
Longhorn Steakhouse
02.2009 - 11.2011
Server
O'Charley's
02.2008 - 01.2009
Hairdresser
The Outer You Salon and Spa
09.2006 - 03.2019
Server
Red Lobster
09.2006 - 01.2008
Server
Salisbury Country Club
01.2005 - 09.2006
High School Diploma -
Appomattox Regional Governors School
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