Open To Work
Matthew Gibson
Nashville
Work Preference
Summary
Customer service professional with over 12 years of experience delivering high-quality support across in-person and remote environments. Demonstrates a strong ability to resolve customer issues efficiently while maintaining excellent performance metrics and compliance.
Overview
15
15
years of professional experience
Work History
Customer Advocate I
HEALTHCARE SERVICES CORPORATION
Nashville
06.2025 - 11.2025
- Analyzed customer situations, made independent decisions, and resolved issues efficiently to improve service outcomes
- Researched and delivered prompt, accurate, objective information to enhance member satisfaction
- Maintain clear and concise verbal and written communication with members and physicians
- Respond to telephone inquiries from members and Physician offices
- Maintained knowledge of Medicare plans terminology and processes to provide accurate support and guidance
- Maintained awareness of claims and appeals processes to ensure accurate support.
Payroll Specialist – National Rapid Response Team (SMB)
PAYCHEX
Nashville
08.2023 - 04.2025
- Resolved client issues during initial contact, achieving one-call resolution and enhancing customer satisfaction.
- Managed employee updates, pay changes, and account troubleshooting efficiently.
- Maintained service excellence through consistent top performance in AHT, quality scores, and compliance standards.
- Provided remote support to small and medium-sized business clients to address payroll concerns and resolve process issues.
National Registry Account Manager
NASBA
Nashville
01.2023 - 04.2023
- Managed sponsor accounts remotely, ensuring compliance with Continuing Professional Education (CPE) requirements.
- Addressed CPA and sponsor inquiries via email and phone, emphasizing regulatory clarity and quality customer care.
- Assessed virtual webinars and training sessions for content quality and relevance.
Coordinator / Training & Documentation Specialist
NASBA
Nashville
09.2022 - 01.2023
- Developed process documents and training guides to support onboarding for remote and in-office staff.
- Managed digital content repositories and maintained audit trails for compliance and accessibility.
- Conducted weekly board reporting and resolved issues for CPA candidates, ensuring timely progress tracking.
Coordinator – CPA Licensing & Exam Services
NASBA
Nashville
10.2020 - 09.2022
- Served as primary remote contact for multiple U.S. jurisdictions on licensing and exam inquiries, ensuring timely responses and clarity.
- Processed candidate credentials while efficiently managing digital communications to enhance candidate experience.
- Provided consistent support via phone and email, effectively minimizing follow-up inquiries by 30%.
Customer Service Associate
NASBA
Nashville
08.2018 - 10.2020
- Assisted customers with registration and examination processes efficiently.
- Communicated effectively with clients to resolve inquiries and concerns promptly.
- Managed remote inquiries through centralized email system, resolving transcript and exam issues efficiently.
- Facilitated system access and provided timely application status updates to CPA candidates.
- Managed customer accounts using CRM software to ensure accurate data entry.
CSRC Assistant (Temp)
NASBA
Nashville
02.2018 - 08.2018
- Supported internal service operations by ensuring accurate file conversions, enhancing overall workflow.
- Digitized paper processes, streamlining electronic transcript handling.
- Facilitated communication between departments to enhance collaboration and efficiency.
- Coordinated schedules and meetings for project teams to ensure timely execution.
- Assisted in preparing reports and documentation for regulatory compliance reviews.
Coverage Adjuster / Customer Service Representative
ASURION
Nashville
04.2011 - 04.2017
- Delivered nationwide phone support for warranty claims and policy inquiries, ensuring customer satisfaction.
- Earned recognition for service excellence and internal leadership as multiple-time Associate of the Month.
- Acted as subject matter expert and escalation resource for teammates in virtual and hybrid environments.
Education
Bachelor of Arts - Theatre Performance
Freed-Hardeman University
Henderson, TN12-2005
Skills
- Remote Customer Support
- CRM & Ticketing Systems
- Salesforce
- Internal Ticketing Systems
- Technical Troubleshooting
- Technical & Remote Work Tools
- Microsoft Office Suite
- Zoom
- Teams
- Outlook
- Webex
- ADP
- Process documentation
- Conflict resolution
Open To Remote
True
Timeline
Customer Advocate I
HEALTHCARE SERVICES CORPORATION
06.2025 - 11.2025
Payroll Specialist – National Rapid Response Team (SMB)
PAYCHEX
08.2023 - 04.2025
National Registry Account Manager
NASBA
01.2023 - 04.2023
Coordinator / Training & Documentation Specialist
NASBA
09.2022 - 01.2023
Coordinator – CPA Licensing & Exam Services
NASBA
10.2020 - 09.2022
Customer Service Associate
NASBA
08.2018 - 10.2020
CSRC Assistant (Temp)
NASBA
02.2018 - 08.2018
Coverage Adjuster / Customer Service Representative
ASURION
04.2011 - 04.2017
Bachelor of Arts - Theatre Performance
Freed-Hardeman University