Summary
Overview
Work History
Education
Skills
Certification
EARLY CAREER
Timeline
Generic

CHRISTOPHER MATTHEWS

Charlotte

Summary

Proactive, engaging, and determined Customer Service Team and Technical Product Manager with over 10 years of experience delivering exceptional results and service. Passionate about customer service and skilled in empowering, developing, and supporting staff. Meticulous attention to detail in all aspects of customer service. Instrumental in streamlining processes, improving productivity, achieving desired results, and motivating teams to deliver world-class service.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Patient Connection Concierge

Atrium Healthcare
05.2022 - Current
  • Resolved an average of 75–100 patient inquiries daily via phone, chat, and email, collaborating with clinicians and third-party providers to address complex healthcare concerns with a 95%+ satisfaction rate.
  • Delivered concierge-level service, directly contributing to improved patient satisfaction and overall care experience.
  • Trained and mentored 10+ new hires, and co-developed standard operating procedures (SOPs) and workflow documentation, enhancing onboarding and operational consistency.
  • Communicated with patients through secure messaging platforms and internal systems to complete patient-related tasks and ensure timely follow-up.
  • Maintained expert-level proficiency in Electronic Health Record (EHR) and CRM systems, ensuring 100% compliance with HIPAA and internal privacy protocols.

Specialty Accounts Instructor & Facilitator

Charter Communication (Spectrum)
01.2013 - Current
  • Company Overview: Charter Communications, Inc. is an American telecommunications and media company that offers cable, internet, tv, mobile and telephone services to consumers and businesses under the Spectrum branding.
  • Design and maintain training course for all materials and develop appropriate computer applications for manuals and handouts.
  • Develop and maintain documents for various processes, assist in preparing appropriate development plans
  • Coordinate and monitor enrollment, schedules, costs, and equipment.
  • Create training strategies, initiatives, and materials.
  • Consult with other trainers, managers, learning and development writers and leadership on updated processes and procedures
  • Develop a schedule to assess training needs
  • Organize in-house and offsite activities, like presentations, job simulations and role-playing exercises.
  • Design training curriculum.
  • Calculate and report on training costs.
  • Achievements
  • Distinction Award from Charter Communications - Awarded the Distinction Award from the VP of customer services for my significant achievement and contribution to the department.
  • Stepping in as acting facilitator and liaison with leadership. Onboarding and developing 120 new employees then being promoted from billing rep 3 to Specialty Accounts Instructor/Facilitator
  • Developed new hire approaches, learning & development materials for the new hire training process.
  • Development New Process & Procedures to decrease errors and latency and increase proficiency. This new standard is now being used throughout the company worldwide.

Store Trainer / Genius Specialist

Apple Store
01.2009 - 01.2013
  • Instructed Technicians on effective skills in Apple hardware repair, upgrades, and installations, software product knowledge, cross performance and Airport networking, customer care, procedure adherence, tools usage, and customer tracking systems
  • Diagnosed and resolved Mac OS (10.6.x and higher) and accessories (keyboard, mouse and trackpad, printer, hard drive, monitors, backup drives) issue
  • Provided front line support for escalated technical issues; repair/service matters including Peoplesoft, SAP, Depot, engineering, parts, etc
  • Assisted with the development of training materials, particularly in the areas of on-line service training, hands-on hardware repair labs, and interactive role-plays

Education

Business Management -

Central Piedmont Community College
01.2014

Skills

  • Team Leadership
  • Brand Ambassador
  • Training & Development
  • Strategic Sales Planning
  • Customer Service Advocate
  • Relationship Management
  • Technical Product Knowledge
  • Competitor Analysis
  • Business/Commercial Acumen
  • Business Development
  • Stakeholder Management
  • Client Engagement
  • Training/Mentoring Sales Teams
  • Issuing Direction

Certification

  • CPLD certification
  • Apple Supervisory & Leadership Certification
  • Microsoft Certified Trainer
  • Leadership Strategies Certification
  • Mentoring & Coaching Certification
  • Facilitation Skills Training
  • Progress Partner

EARLY CAREER

  • Apr 2012 – Jan 2018 Penney For Your Thoughts Web Solution Training Coordinator
  • 2009 - 2013 Apple Store Store Trainer
  • Mar 2009 – Mar 2010 Microsoft Training Facilitator
  • Nov 2006 – Sep 2010 Lockstar Salon Salon Manager
  • Nov 2004 – Nov 2006 Gnu Co Transpation Manager (P/T)
  • Jul 1997 – Nov 2006 Time Warner (Now Charter Communications/Spectrum) IT/Helpdesk

Timeline

Patient Connection Concierge

Atrium Healthcare
05.2022 - Current

Specialty Accounts Instructor & Facilitator

Charter Communication (Spectrum)
01.2013 - Current

Store Trainer / Genius Specialist

Apple Store
01.2009 - 01.2013

Business Management -

Central Piedmont Community College

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CHRISTOPHER MATTHEWS