Microsoft 365
Matthew Dahl
Alpharetta
Summary
I remain optimistic in all professional endeavors, driven by enthusiasm, resourcefulness, and a collaborative spirit with past, present, and future employers. Through dedication and hard work, I’ve consistently achieved a high level of professional and personal success.
After earning my Associate’s Degree in Hospitality Management 10 years ago, I transitioned into the world of Hospitality and Client Services. It’s here that I’ve truly found my stride, building lasting relationships through empathy, attentiveness, and adaptability.
Understanding the marketplace—both mine and that of my competitors—has been critical to my success. By tuning into my clients' needs and economic trends, I’ve been able to make strong, positive first impressions that grow into long-term connections.
Overview
19
19
years of professional experience
7
7
Certification
Work History
Virtual Customer Service II
Prime Therapeutics
07.2024 - 04.2025
- Provided exceptional virtual customer service in the Pharmacy Benefit Management (PBM) industry, supporting members of Blue Cross Blue Shield (BCBS) plans.
- Handled a high volume of complex inquiries across multiple areas including pharmacy, Medicare/Medicaid (CMS), and member services.
- Managed high-volume calls while multitasking across 8+ systems and applications.
- Resolved issues related to pharmacy benefits, medications, and prior authorizations.
- Ensured strict adherence to HIPAA and CMS regulations, with zero tolerance for PHI breaches.
- Communicated effectively with members, providers, pharmacies, and insurance plans via phone and email.
- Maintained or exceeded a 97% Experienced Engineering (E.E.) score, in line with vendor and management expectations.
- Performed accurate data entry, provided medication information, and supported members with plan navigation and benefit clarification.
- Demonstrated adaptability with flexible schedule changes and cross-training in various service areas.
Customer Service Specialist
CDS – Advantage Solutions
Alpharetta
05.2023 - 03.2024
- Represented Costco through CDS (Club Demonstration Services) to engage customers, promote products, and drive in-store sales through live sampling and direct marketing.
- Promoted a wide range of products, including beverages, health and beauty items, and household goods, contributing directly to increased sales performance.
- Delivered engaging product demonstrations to drive customer interest and purchase decisions.
- Played a part in Costco’s overall 10.6% net sales growth ($214B), following the CDS-Advantage Solutions merger.
- Applied 15+ years of sales and marketing experience to implement effective promotional strategies.
- Consistently exceeded the required 90% sales quota, achieving or surpassing targets for 6 consecutive months.
- Provided critical insights into product viability, helping Costco assess trial products for permanent shelf placement.
- Earned performance-based incentives are tied to monthly sales metrics for new product promotions.
Food and Beverage Specialist (Deli Specialist)
Target
Milton
07.2021 - 04.2023
- Supported multiple departments within Target’s food and beverage operations, including the Deli, Produce, Bakery, and in-store Starbucks.
- Operated as a Deli Specialist, preparing fresh food items and managing both hot and cold buffet stations for customers and employees.
- Cross-trained and certified by Target’s Quality Assurance team in Deli, Produce, Bakery, and Starbucks operations.
- Maintained rigorous sanitation and cleanliness standards to meet Steritech health inspection requirements.
- Assisted the Food & Beverage Team Leader in managing daily operations across multiple departments.
- Provided consistent, high-quality customer service, contributing to department growth and meeting sales goals.
- Supported bakery and café teams with prep, stocking, and sanitation duties, adapting quickly to shifting priorities and high-volume periods.
Domestic and International Reservationist
Hilton Worldwide (HRCC)
Jacksonville
12.2018 - 06.2021
- Worked remotely to manage domestic and international reservations for Hilton’s global portfolio of hotels.
- Handled high-volume inbound calls and emails related to reservation requests, modifications, and special accommodations across Hilton’s brand portfolio.
- Delivered exceptional service to Hilton Honors members, maintaining continuity and personalized care for Silver through Platinum-tier guests.
- Monitored and exceeded performance metrics including Customer Satisfaction Scores, Retention and Conversion Rates, Acquisition Costs, and Lifetime Value.
- Provided upselling and promotional guidance to maximize booking value while maintaining high client satisfaction.
- Acted as point-of-contact for escalated calls and special accommodations, offering timely solutions and follow-ups.
- Maintained compliance with internal policies, ensuring accurate reservation management and recordkeeping across all platforms.
- Developed strong communication, self-discipline, and remote-work efficiency, contributing to a collaborative and performance-driven virtual team environment.
Remote Customer Service Agent (Contract)
Walmart
Carrolton, TX
12.2018 - 03.2019
- Provided part-time remote customer service support during peak holiday seasons.
- Handled high-volume inbound inquiries related to Walmart.com orders, returns, and product details, ensuring a seamless experience for online shoppers.
- Delivered exceptional service via phone, assisting customers with order tracking, returns, product inquiries, and troubleshooting.
- Utilize Walmart’s CRM and Microsoft Office tools to document calls accurately in a fast-paced environment.
- Managed and resolved customer complaints, escalating issues when necessary to ensure timely resolution.
- Maintained performance in key metrics including EE (Experience Engineering), AHT (Average Handle Time), and accuracy scores.
- Consistently met or exceeded weekly metric targets, maintaining an average score of 97%+ and earning performance-based compensation.
- Completed comprehensive training provided by Sykes and adapted quickly to new systems and seasonal volume surges.
Retail Territory Manager
Premium Retail Services
Carrollton
12.2013 - 09.2018
- Promoted from Retail Agent to Territory Manager within six months, leading a team of six across multiple Walmart and Sam’s Club locations.
- Served as a third-party liaison representing over 1,000 national brands across grocery, apparel, pharmaceuticals, and general merchandise.
- Built and led a high-performing team of six (3 men, 3 women), expanding consumer engagement by 45% within the first six months through strategic sales techniques and exceptional customer service.
- Managed daily operations and logistics across four Walmart stores and two Sam’s Club locations, ensuring consistent brand execution, inventory accuracy, and visual merchandising standards.
- Conducted daily check-ins with team members to review performance, address challenges, and align on sales strategies (pros/cons, wants vs. needs, etc.).
- Installed promotional displays, stocked merchandise, and collaborated directly with store managers to enhance product visibility and increase conversions.
- Maintained PHST (Product Handling, Stocking, and Transport) compliance to minimize loss and improve supply chain efficiency.
- Provided tailored recommendations for product placement and promotions, directly contributing to higher sales metrics across all assigned locations.
- Represented Premium as a trusted brand ambassador, helping grow its presence as a preferred third-party vendor in major retail channels.
Office Manager / Real Estate Agent
Alexander Anderson Real Estate Group
Jersey City
10.2006 - 08.2013
- Managed daily operations and client communications for a high-volume, boutique real estate office.
- Supported a team of 15 agents and two brokers, facilitating smooth operations across apartment rentals, home listings, and real estate transactions.
- Served as the central coordinator for the office, ensuring agents and brokers remained aligned on schedules, client communications, and deal flow.
- Handled incoming calls, client walk-ins, and appointment scheduling, treating all prospective clients with equal professionalism—ranging from first-time renters to high-net-worth buyers.
- Acted as the office’s front-facing representative, embodying hospitality, discretion, and efficiency to enhance client experience and strengthen community relations.
- Contributed to the office’s growth and ability to remain competitive with major real estate franchises through strong networking, professionalism, and customer service.
Education
Associate of Science - Hospitality Management
Florida State College at Jacksonville
Jacksonville, FL12.2015
General Studies - Business Major
New Jersey City University
Jersey City, NJ05.1992
High School Diploma -
Marist High School
Bayonne, NJ01.1991
Skills
- Customer service
- Problem solving
- Conflict resolution
- Active listening
- Client-Focused Service Delivery
- Sales
- Client Satisfaction
- Client retention
- Brand loyalty
- Creativity
- Reliability
- CRM systems
- Salesforce
- Dialpad
- Microsoft 365
- Google Workspace
- Real-Time Agent Assist
- Live Transcriptions
- Call Routing Systems
- Data entry
- Backup
- Cloud-Based Reporting
- Analytics
Certification
- OSHA, Chemical Responder 2000-2010
- HAZMAT, Class 1-6 1995 -2000
- SERV Safe, Food Handler (FSCJ) 2015
- Steritech, Sterile Processing Technician 2020
- ISO 9001 (Quality), 1995
- ISO 14001 (Environmental), 2015
- ISO 45001 (Occupational Health & Safety), 2015
Awards
- Employee of the Month, July 2007, March 2016, May 2017
- Customer Champion Award, 2017-2018
- President’s List, 2015
- Dean’s List, 2014
- Licensed Real Estate Agent
Accomplishments
- Supervised team of 12 staff members.
- Achieved and surpassed Remote CSR Position - Metrics through effectively help lead remote Skype Experience Engineering meetings.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Office Supervisor for a family owned real esate busines. Implemented Microsoft Excel spreadsheets for property listings which help develop property listing spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Goodwill (Volunteer
- NFCC - North Fulton Community Charities (Donations)
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteImportant To Me
Company CultureWork-life balanceHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchQuote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Software
Google Suite
Verint Workforce Systems
Cisco Systems
Centrical
Salesforce Cloud
Languages
English
Native language
Interests
Sports
Classical Music
Culinary Exploration
Traveling
Movies
Timeline
Virtual Customer Service II
Prime Therapeutics
07.2024 - 04.2025
Customer Service Specialist
CDS – Advantage Solutions
05.2023 - 03.2024
Food and Beverage Specialist (Deli Specialist)
Target
07.2021 - 04.2023
Domestic and International Reservationist
Hilton Worldwide (HRCC)
12.2018 - 06.2021
Remote Customer Service Agent (Contract)
Walmart
12.2018 - 03.2019
Retail Territory Manager
Premium Retail Services
12.2013 - 09.2018
Office Manager / Real Estate Agent
Alexander Anderson Real Estate Group
10.2006 - 08.2013
Associate of Science - Hospitality Management
Florida State College at Jacksonville
General Studies - Business Major
New Jersey City University
High School Diploma -
Marist High School
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