Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Couto

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

15
15
years of professional experience

Work History

Senior Customer Care Specialist

Achievers Solutions Inc.
01.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handle all inquiries from our program administrators, responding via phone and through Salesforce, including updating clients on the progress of their requests
  • Navigated multiple computer systems and applications to find information.
  • Communicated with clients regarding account services, statements, and balances.
  • Analyzed customer feedback for process improvements to achieve long-term business objectives.

Customer Service Representative

Booking.com
05.2018 - 09.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Answered constant flow of customer calls with minimal wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Production Assembly Line Worker

Ford Motor Company
12.2015 - 03.2018
  • Followed outlined specifications to implement assembly plans.
  • Completed durable assemblies and subassemblies with hand and power tools.
  • Calibrated equipment to maintain optimal performance.
  • Compared parts to stock lists and material parameters to check compliance and identify non-conforming parts.
  • Kept work areas clean by removing trash and debris and organizing tools in preparation for next shift.

Customer Support Representative

Scotiabank
07.2011 - 12.2015
  • Daily responsibilities included supporting the Manager Customer Service and Supervisor with the planning of service meetings and service skill building sessions.
  • Reporting any unusual occurrences or fraudulent activity and escalating issues and deficiencies to the appropriate department.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.

Shipping and Receiving

Shoppers Drug Mart
06.2009 - 07.2011
  • Investigated and adopted optimal shipping and receiving strategies by selecting best carriers, routes and methods to minimize costs and enhance schedules.
  • Orchestrated routing by producing accurate shipping documentation and package labels.
  • Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary and communicating variances to customers.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.

Stocker

Costco Wholesale
09.2008 - 06.2009
  • Operated manual and electric pallet jacks, safely relocating heavy merchandise on sales floor for timely stocking.
  • Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
  • Selected by general and warehouse managers to tackle special projects, expediting stock implementation during shortages.

Education

Graduate -

Cardinal Leger Secondary School
Brampton, ON
06.2006

Skills

  • Payment Processing
  • Quality Assurance
  • Till Counting
  • Training and Development
  • Data Evaluation
  • Cash Register Operations

Timeline

Senior Customer Care Specialist

Achievers Solutions Inc.
01.2021 - Current

Customer Service Representative

Booking.com
05.2018 - 09.2020

Production Assembly Line Worker

Ford Motor Company
12.2015 - 03.2018

Customer Support Representative

Scotiabank
07.2011 - 12.2015

Shipping and Receiving

Shoppers Drug Mart
06.2009 - 07.2011

Stocker

Costco Wholesale
09.2008 - 06.2009

Graduate -

Cardinal Leger Secondary School

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Matthew Couto