Matthew King
Virginia Beach
Summary
Accomplished Member Service Representative at TowneBank, adept in escalation handling and relationship building. Leveraged proactive monitoring at The Hillman Group Inc. to enhance product performance, demonstrating a keen ability to prioritize work and maintain professionalism under pressure. Retired from as from active duty Air Force while in the Virginia Air National Guard, showcasing succinct communication and brand representation skills.
Overview
10
10
years of professional experience
Work History
Member Service Representative
TowneBank
12.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Verified customer identification and documentation for compliant transactions.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
Member Service Representative
TowneBank
05.2023 - 12.2023
Technical Support Operator
The Hillman Group Inc.
01.2023 - 04.2023
- Implemented proactive monitoring strategies, identifying potential issues before they impacted customers.
- Collaborated with cross-functional teams to identify and resolve systemic issues affecting product performance.
- Managed high call volume, effectively addressing the needs of multiple clients simultaneously.
- Contributed to increased first-call resolution rates by conducting thorough research before escalating complex cases.
- Conducted remote diagnostics sessions with clients to quickly pinpoint the root cause of technical challenges.
- Handled escalated calls from frustrated customers, diplomatically addressing concerns while finding effective resolutions.
Field Technician
The Hillman Group Inc.
08.2021 - 01.2023
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Kept detailed records of field measurements and data.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Cultivated strong client relationships by consistently delivering top-quality service in a professional manner.
- Increased overall efficiency with thorough documentation of completed tasks, diagnostic results, and recommendations for improvements.
- Continuously expanded skill set by pursuing relevant certifications and staying current on industry trends.
Senior Airman, Medically Retired
USAF Air National Guard
04.2015 - 02.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Water And Fuel System Maintenance Journeyman, 5LVL - Water And Fuel Systems
Community College of The Air Force
Montgomery, AL01-2020
GED -
Renaissance Academy
Virginia Beach01-2014
Skills
- Succinct
- Escalation handling
- Relationship building
- Calm and professional under pressure
- Work prioritization
- Brand representation
Timeline
Member Service Representative
TowneBank
12.2023 - Current
Member Service Representative
TowneBank
05.2023 - 12.2023
Technical Support Operator
The Hillman Group Inc.
01.2023 - 04.2023
Field Technician
The Hillman Group Inc.
08.2021 - 01.2023
Senior Airman, Medically Retired
USAF Air National Guard
04.2015 - 02.2020
Water And Fuel System Maintenance Journeyman, 5LVL - Water And Fuel Systems
Community College of The Air Force
GED -
Renaissance Academy
Similar Profiles
Cameron BrownCameron Brown
Information Security Analyst at TowneBankInformation Security Analyst at TowneBank
Gouthami KangondaGouthami Kangonda
Salesforce Consultant at TowneBankSalesforce Consultant at TowneBank
Cheryl CarrilloCheryl Carrillo
Sr. Underwriter at Fitzgerald Financial Group/TownebankSr. Underwriter at Fitzgerald Financial Group/Townebank