Matthew Wisneski
Evergreen Park
Summary
Developed key training and communication skills in fast-paced call center/training environment, looking to transition into a leadership role. Expertise in creating and delivering training programs, along with strong problem-solving capabilities. Passionate about leveraging these skills to drive success in new and dynamic setting.
Overview
10
10
years of professional experience
Work History
Contact Center Service Advocate III
Oak Street Health
05.2023 - Current
- Maintained a comprehensive record of new employee conduct.
- Provided comprehensive content delivery during onboarding alongside Contact Center Trainers.
- Introduced innovative methods for delivering training materials.
- Ensured scheduled breaks and lunches for all new employees throughout the day.
- Conducted performance reviews through coaching sessions.
- Instilled company policies and attitudes in new hires.
- Maintaining performance on personal call evaluations in the Contact Center
Contact Center Service Advocate
Oak Street Health
06.2022 - 05.2023
- Receive inbound calls from clinics and patients
- Update patient information and manage information in the electronic medical records system
- Schedule appointments for patients with their Oak St Health provider
- Perform service recovery, address patient concerns, and de-escalate callers, when needed
- Partner with colleagues to reach and maintain contact center target metrics to ensure delivery of an unmatched patient experience
- Exceeded set standards for quality and performance.
- Provided process-related guidance to colleagues.
Stocker/Assistant Manager
Dollar Tree
10.2019 - 05.2022
- Managed store keys and oversaw opening/closing procedures.
- Supervised team activities across multiple shifts.
- Handled monetary transactions accurately.
- Reconciled safe deposits during morning and evening shifts.
- Managed staffing requirements proactively.
- Supervised production of reports and articles.
- Organized inventory for optimal visibility.
- Ensured timely processing of truck deliveries.
Sales Associate
Fannie May
01.2019 - 10.2019
- Operate cash register and scanner to itemize and total customer’s purchase, collect payment from customers
- Provides customers with courteous, friendly, fast, and efficient service
- Open and close the store under specific direction of the Store Manager
- Recommends items for sale to customer and recommends trade-up and/or companion items
- Implements Company asset protection procedures to identify and minimize profit loss
- Uplifted the store's appearance by ensuring regular sanitation.
- Supervised design and placement of marketing materials.
Sales Associate
Forever21
05.2017 - 01.2019
- Operated cash registers, managing financial transactions, and balancing drawers
- Greeted guests to the store, offered assistance and escorted them to appropriate merchandise
- Recommended Forever21 credit card sign-ups, information about the latest store trends and promotions
- Maintained sales floor appearance
- Arranged new merchandise with signage and appealing displays that encouraged customer sales
- Managed shift transitions among team members
- Processed and sorted incoming deliveries.
Cashier
Culver’s Restaurant
02.2015 - 04.2017
- Requested and recorded customer orders, and computed bills using cash registers
- Served customers with courtesy, patience and a smile
- Cleaned and organized eating, service, and kitchen areas
- Resolve customer complaints, guide them and provide relevant information
- Successfully coordinated drive thru procedures.
- Optimized arrangement for seasonal and promotional displays.
- Led effective group instructional programs.
Education
Diploma - undefined
Evergreen Park Community High School
05.2018
Skills
- Quality assurance
- Coaching and mentoring
- Staff motivation
- Training delivery
- Documentation expertise
- Software expertise
- Performance management
- Complaint resolution
- Public speaking
- Time management
- Team collaboration
- Effective communication
Timeline
Contact Center Service Advocate III
Oak Street Health
05.2023 - Current
Contact Center Service Advocate
Oak Street Health
06.2022 - 05.2023
Stocker/Assistant Manager
Dollar Tree
10.2019 - 05.2022
Sales Associate
Fannie May
01.2019 - 10.2019
Sales Associate
Forever21
05.2017 - 01.2019
Cashier
Culver’s Restaurant
02.2015 - 04.2017
Diploma - undefined
Evergreen Park Community High School
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