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Resume 2.29.16

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Resume 2.29.16

  1. 1. Matthew Pizzullo 4621 East Pearce Street, Phoenix AZ 85044 (602)790-5949 _________________________________________________________________________________________ WORK HISTORY Uber Phoenix, AZ January 2015-Present Driver • Safely pick up and transport riders throughout the greater Phoenix area. • Maintained a 4.80 star rating (out of 5 stars) continuously throughout my service. • Glowing customer reviews for a high level of service. WageWorks Inc. Phoenix, AZ Sep 2006-Dec 2015 A third party pre-tax benefit administrator for health care and commuter benefits. Supervisor – 11/2011 – 12/2015 • Managed teams ranging from 20-33 agents responsible for bringing agents up to speed and meeting/exceeding customer service expectations. • Assisted the training team with Seasonal New Hires throughout the 4 weeks of training • Assisted with improving current processes and helping create new processes. • Assisted with the rolling out Aflac/SMB Client Service Calls in Customer Service – a first of its kind for WageWorks. • Supervised the Social Media team by insuring prompt professional responses on Facebook and Twitter by the agents I supervised. • Cross-trained in the Work Force Management department on how to route calls and run basic reports in CISCO • Crossed trained on claims processing, as well. • Many recognitions throughout my tenure as a supervisor varying from large monetary rewards to agents requesting to stay on my team through any team realignments. Operations Process Administrator, Internship – 8/2011-11/2011 and 8/2012-11/2012 Maintained the O.P.A’s responsibilities while the full time administrator was on LOA. • Coordinated projects within a variety of levels in WageWorks Management, including representing the Customer Service Department on BRD and FRD conference calls. • Maintained Reference material and communications to the call center floor on a daily basis. • Worked across various departments to assist with major projects that significantly impacted the entire company. Customer Service Representative (Team Lead/CSR3) - 10/2008-11/2011 • Handled call Escalations and Questions • Provided metric results during coaching sessions to front line CSRs. • Assisted with cultivating agents in their career development as well as helping them reach customer service metric expectations. • Successes • Exceeded the standards for Attendance and Quality expectations throughout my tenure. • Received top level performance based incentives for multiple, consecutive months. • Cross trained in Claims Processing, Workforce Management and provided assistance with the Executive Escalation Team Customer Service Rep – Inbound Call Center (9/2006-10/2008) • Fielded between 80-110 calls per day • Created basic templates for email team to utilize. Templates were produced in a WORD document using hyperlinks and other tools within the WORD software • Completed analytical assignments by gathering data and creating Excel worksheets for individuals and team tracking purposes • Assigned to train my peers in the handling of basic Client Service calls • Designed a procedure for handling TTY calls and trained my peers on the process
  2. 2. Matthew Pizzullo 4621 East Pearce Street, Phoenix AZ 85044 (602)790-5949 _________________________________________________________________________________________ • Trained to utilize the company’s Adjustment Manager Program to process Special Handling Forms for our commuter program Intellrisk Management Corp. Chandler, AZ Dec 2005 - Aug 2006 Cell phone call center Customer Service Representative • Handled between 2,500 – 2,800 phone calls a month with high Quality Scores on all monitors. • Adjusted customer’s plans and features utilizing a DOS system • Answered customer inquiries regarding payment and billing history and plans/services • Provided technical support such as leading customers through manually reprogramming cell phones • Data entry including start of service of new accounts with customer’s personal information Education Hamilton High School West – High School Diploma – Class of 1994 Various College classes since high school graduation at various colleges including: • York College of Pennsylvania • Prescott College • Rio Salado College