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Matthew K. Van Dusen |
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mvanduse@mymail.slcc.edu |
Professional Profile
I have extensive customer service experience working in fast-paced environments. Professionally, I have made educating customers and assisting them in order to meet their specific needs my top priority, leaving each customer with a positive experience at the end of every interaction. I am also adept in deescalating customers who are unhappy by listening first and then assisting them in finding a solution to their problem. I have a high aptitude for learning new skills and strive to find solutions in a timely manner.
Education
Salt Lake Community College, Salt Lake City, UT (Fall 2010-Present)
· 15 Credits completed
American River College, Sacramento, CA (Summer 2005-Winter 2006)
- 23 credits completed
Employment
Customer Solutions Agent 2, eBay, Draper, UT (8/3/2009-8/20/2010)
- Respond and resolve inquiries from members via phone, email, and chat
- Provide one call resolution
- Provide education & explain policy changes
- Work with internal departments to resolve any issues
- Be an eBay advocate while maintaining member satisfaction
- Provide education & explain policy changes
- Follow through with promises and commitments to member of the community
- Accomplishments: 5 Kudos from members & 3 Shazam!’s.
- Manager on duty. Tasks include directing sales, customer service, stocking and cash handling, management of associates, and individualized customer assistance. Also responsible for sales, plan-o-gram setting, program updates and cleaning of furniture area.
- Provide coaching and motivation for associates in reference to customer service and task-specific activities, and provide disciplinary measures in reference to company policies and guidelines.
- Oversee the printing and distribution of the signage of the weekly ad.
- Provide support for store telephones, fax machines, and in-house software.
- Accomplishments: Top Seller of MaxAssurances.
- Duties included receiving information from vehicle lien holders and transmitting information via computer, fax or telephone to OSA’s.
- Responsible for account management, information management, moderation of information development, serving as a client and agent resource, and creation of a resolution driven environment.
- Accomplishments: Nissan Portfolio ARS Monthly Rep Champion July 2007, Nissan Portfolio ARS Daily Repo Champion July 2007, 2 Star Awards July 2007.
- Duties: Provided software troubleshooting and
hardware upgrades for small business owners for computers and a variety of
office equipment.
- Duties included deescalating calls, making judgments for appeasements of customers, taking calls to place orders, knowledge of products. Worked on birthday committee.
- Created and produced a “Featured Item” Excel spreadsheet that was updated bi-weekly and put on the company Intranet which serviced 700 employees to provide better service to the customer. Produced a newsletter providing the notes for Team Bales.
- Accomplishments: 6 “A Round of Applause” Awards.
- Duties included sales, customer service, stocking and running the cash register when needed. Provided support for store telephones, fax machines, and in-house software.
- Completed floor supervisor training and attended conventions for new software releases.
- Accomplishments: Employee of the Month July 2002.
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Matthew_ePortfolio_Resume.doc Size : 48 Kb Type : doc |
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Matthew_ePortfolio_Resume.pdf Size : 230.005 Kb Type : pdf |
