Matthew Ball

C

Team Lead

CyberCSI

May 2023 - Current (3 years)

• Act as liaison between clients and internal teams, resolving inquiries and escalations. • Prepare client activity reports and present findings to senior leadership, utilizing data entry skills to ensure accuracy and completeness. • Identify and implement process improvements to enhance client satisfaction. • Organize and lead virtual meetings and induct plans for the team, leveraging Microsoft 365 for effective communication and collaboration. • Conduct research to align services with customer demographics, ensuring that insights are effectively shared through reports distributed via Microsoft 365.

Credentialing Coordinator

Advantmed

Sep 2022 - May 2023 (9 months)

• Maintained licensure, insurance, and credentialing documentation for healthcare providers. • Monitored regulatory updates to ensure compliance with state and federal laws. • Assisted with internal process development to improve credentialing efficiency. • Proactively tracked expirations and ensured timely renewals. • Responded to information requests from agencies and the public as legally required.

C

Operations Scheduler

Customer Impact

May 2021 - Jul 2021 (3 months)

• Created and optimized regional schedules to meet operational demands. • Managed workforce and resource allocation across multiple weeks. • Analyzed scheduling trends and proposed operational improvements. • Facilitated collaboration between supervisors and stakeholders to increase efficiency. • Reduced costs by optimizing employee selection and contract resources. • Leveraged CRM tools, specifically Salesforce, to enhance scheduling processes and improve communication with stakeholders, ensuring that operational needs were met effectively. • Utilized call management techniques to streamline communication among team members, contributing to a more organized scheduling environment. • Applied customer service principles to addr

V

Technical Support Representative / Passenger Care Agent

Viasat

Jun 2018 - Nov 2020 (2 years 6 months)

• Troubleshooting and resolving network connectivity issues for end-users. • Monitored system health and infrastructure, including access points and switches. • Managed simultaneous chats, calls, and emails in a high-volume support environment. • Accurately documented service issues and resolutions in support tickets. • Fostered a team-based support culture focused on customer care.

Scheduling Representative / Data Entry Specialist

Emsi

Aug 2016 - Jun 2018 (1 year 11 months)

• Scheduled and coordinated drug/alcohol testing appointments nationwide. • Handled over 100 daily customer service calls with professionalism. • Managed emergency situations and maintained confidential donor records. • Delivered service excellence to high-profile clients under strict confidentiality protocols. Additionally, utilized CRM tools, specifically Salesforce, to enhance customer relationship management and streamline appointment scheduling processes, ensuring efficient communication and service delivery.

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