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Matt.sifuentes@ymail.com

<BR>Matthew Sifuentes I T S P E<BR>E X P E R I E N C E <BR> CIALIST <BR>XXXX@XXXX.XXX <BR>Content Quality Associate / Customer Support <BR>Favor Delivery, Austin, TX October 2017 – December 2018 (XXX) XXX-XXXX <BR>• Developed highly empathetic client relationships and maintained 88 <BR>percent customer satisfaction. <BR>Austin, TX <BR>• Answered and processed over 70+ ticket inquiries by using Zendesk <BR>platform. <BR>S K I L L S <BR>• Completed research, analysis and documentation of account activity and <BR>used personal judgment to determine appropriate actions that removed <BR>Tech Support <BR>fraud exposure by 16 percent. <BR>System Administration <BR>• Communicated with Account Managers to represent over 230+ partnered <BR>merchants’ menu on Favor platform. <BR>Team Leadership <BR>• Produced and maintained over 32+ menus per week in over 110 cities <BR>Project Planning <BR>across Texas. Process Streamlining <BR>Delivery Driver - Contract <BR>Amazon Flex, Austin, TX January 2016 – October 2017 <BR>Improving Efficiency • Initiated work flow strategies by mapping out strategic routes for cost <BR>IT Applications <BR>cutting efforts resulting in 12 percent savings. <BR>• Chosen to cross-train new employees on corporate guidelines, increasing <BR>Spread Sheets <BR>work flow and package distribution 18%. <BR>Risk Assessment <BR>• Managed and delivered over 50+ packages, within a two-hour period, <BR>exceeding expectations. <BR>Risk-Taking <BR>• Received an average of 95 percent customer satisfaction rating to date, 13 percent higher than company average. <BR>E D U C A T I O N <BR>• Prepared efficient routes and delivery SOP, saving $400+ of gas each <BR>BACHELOR OF SCIENCE <BR>month. <BR>Business Administration Texas State – San Marcos <BR>Geek Squad / Sales Associate <BR>2015 – 2022 <BR>Best Buy, Austin, TX April 2014 – May 2016 • Guided an average of 60 customers per day by responding to inquiries ASSOCIATE OF SCIENCE <BR>and locating products. <BR>Business Management <BR>• Troubleshoot hardware issues and addressed service providers to facilitate <BR>Austin Community Col ege <BR>repairs. <BR>2012 – 2015 <BR>• Reviewed support cases for technical and troubleshooting accuracy, leading to 91 percent retention rate. <BR>H O B B I E S & I N T E R E S T <BR>• Informed customers about issues resolution progress. Provided thorough <BR>Hobbies: Rugby, Computin g, <BR>support and problem resolution for customers. <BR>Escape Rooms, Puzzles, Vid <BR>eo <BR>• Maintained updated knowledge of company products and services to <BR>Production & Graphic Desi <BR>gn <BR>better provided customer support and service solutions. ER Registration Clerk <BR>Interest: Volunteer Work, Reading, <BR>E-Care Emergency, North Richland Hil s, TX June 2011 – August 2012 <BR>Nature, Fishing • Interviewed more than 30 patients daily to acquire relevant demographic <BR>information and nature of visit. <BR>• Entered patient information in hospital admission computer system with <BR>99 percent accuracy. <BR>• Provided premier patient service coordinating admission processing and <BR>release paperwork for more than 45 patients daily in the emergency <BR>department. <BR>• Participated in CQI team to streamline admissions process and eliminating <BR>duplicate processes and decreasing admission paperwork 17 percent. <BR>

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