Summary
Overview
Work History
Education
Skills
Timeline
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Mathew Hohenbrink

Folsom

Summary

Dynamic customer service professional with a proven track record at Chevron, excelling in complaint resolution and relationship building. Skilled in Microsoft Excel and staff training, I have successfully implemented initiatives that significantly improved customer satisfaction scores. Known for my calm demeanor and effective decision-making, I thrive in fast-paced environments.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Taco Bell
10.2024 - Current
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Created and maintained detailed database to develop promotional sales.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained staff on operating procedures and company services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Sought ways to improve processes and services provided.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Customer Service Representative Team Lead

Chevron
04.2021 - 10.2024
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Monitored front areas so that questions could be promptly addressed.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.

United States Service Member

United States Army
08.2019 - 04.2021
  • Worked with higher management and leadership in an office setting.
  • Made easier organization of paperwork and hand over process for team members to go to other training programs and classes.
  • Worked with other facilities and different departments to get my paperwork done effectively and easier to get my team into better positions.
  • Made great working relationships with others to better my company.
  • Processed work faster then others in my field of work to make sure my company was on good standing.
  • typing skills.
  • Detail orientation on paperwork and other tasks.
  • Worked in dirty and uncomfortable conditions, sometimes in dangerous, deployed locations.
  • Maintained awareness of subordinates' personal problems and shortcomings, supporting personal and professional growth.
  • Operated surveillance radar, communication systems and identification equipment.
  • Served in on-call capacity for last-minute or late-night taskings from leadership.
  • Looked after weapons by scheduling and performing organizational and preventive maintenance.
  • Prepared and submitted personnel, ordnance and operational reports.
  • Upheld code of conduct and maintained professionalism in stressful situations.
  • Trained in conflict resolution among subordinates, equals and superiors.
  • Designated mandatory reporter for sexual assault and responder for suicide prevention situations.
  • Trained in small arms, anti-armor and indirect fire weapons.
  • Maintained required level of proficiency in use of firearms.

Education

Bachelor of Science - Accounting And Finance

University of Phoenix
Tempe, AZ
11-2028

High School Diploma -

Vista Del Lago Highschool
Folsom, CA
05-2015

Skills

  • Complaint resolution
  • Data entry
  • Account updating
  • Relationship building
  • Microsoft Excel
  • Problem resolution
  • Calm demeanor
  • Decision-making
  • Staff training
  • Professional telephone demeanor
  • Email management
  • Task prioritization

Timeline

Customer Service Representative

Taco Bell
10.2024 - Current

Customer Service Representative Team Lead

Chevron
04.2021 - 10.2024

United States Service Member

United States Army
08.2019 - 04.2021

Bachelor of Science - Accounting And Finance

University of Phoenix

High School Diploma -

Vista Del Lago Highschool

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