Overview
Work History
Education
Skills
Timeline
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Matthew Snider

Muncie,IN

Overview

10
10
years of professional experience

Work History

Member Advocate

Aetna CVS Health
09.2022 - Current
  • September 2022 - Present (3 Years)
  • Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
  • Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
  • Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
  • Managed escalated cases effectively, working closely with supervisors to ensure successful outcomes for all parties involved.
  • Provided valuable input during strategic planning sessions aimed at enhancing the overall member experience within the organization.
  • Collaborated with team members to identify areas for improvement and implement new strategies for better member support.
  • Assisted in the development of training materials to improve new employee onboarding and knowledge retention.

CSR

NAVIENT
04.2020 - 08.2022
  • April 2020 - August 2022 (2.5 Years)
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.

Collections CSR

Stanley Security Black and Decker
12.2019 - 04.2020
  • December 2019 - April 2020 (0.5 Year)
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.

Branch Manager

Star Financial Bank
10.2018 - 12.2019
  • October 2018 - December 2019 (1.5 Years)
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.

Personal Banker

Key Bank
10.2015 - 10.2018
  • October 2015 - October 2018 (3.5 Years)
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.

Education

Bachelors Degree - Communication Studies/Speech Communication

Ball State University
Muncie
01.2013

Skills

    Certifications for Leadership Courses:

    Influencing Through Positive Leadership

    Coaching

    Giving Feedback

    Time Management

    Navigating Change

    Leading Through Conflict

    Hybrid Team

    Decision Making with Heart

    Critical Thinking

    Resolving Conflict

    Comm/De-Escalation

    Building Resilience

Timeline

Member Advocate

Aetna CVS Health
09.2022 - Current

CSR

NAVIENT
04.2020 - 08.2022

Collections CSR

Stanley Security Black and Decker
12.2019 - 04.2020

Branch Manager

Star Financial Bank
10.2018 - 12.2019

Personal Banker

Key Bank
10.2015 - 10.2018

Bachelors Degree - Communication Studies/Speech Communication

Ball State University

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Matthew Snider