1. Matthew Pizzullo
4621 East Pearce Street, Phoenix AZ 85044
(602)790-5949
Pizzullo_2@hotmail.com
_________________________________________________________________________________________
WORK HISTORY
Uber Phoenix, AZ January 2015-Present
Driver
• Safely pick up and transport riders throughout the greater Phoenix area.
• Maintained a 4.80 star rating (out of 5 stars) continuously throughout my service.
• Glowing customer reviews for a high level of service.
WageWorks Inc. Phoenix, AZ Sep 2006-Dec 2015
A third party pre-tax benefit administrator for health care and commuter benefits.
Supervisor – 11/2011 – 12/2015
• Managed teams ranging from 20-33 agents responsible for bringing agents up to speed and
meeting/exceeding customer service expectations.
• Assisted the training team with Seasonal New Hires throughout the 4 weeks of training
• Assisted with improving current processes and helping create new processes.
• Assisted with the rolling out Aflac/SMB Client Service Calls in Customer Service – a first of its kind for
WageWorks.
• Supervised the Social Media team by insuring prompt professional responses on Facebook and Twitter by the
agents I supervised.
• Cross-trained in the Work Force Management department on how to route calls and run basic reports in
CISCO
• Crossed trained on claims processing, as well.
• Many recognitions throughout my tenure as a supervisor varying from large monetary rewards to agents
requesting to stay on my team through any team realignments.
Operations Process Administrator, Internship – 8/2011-11/2011 and 8/2012-11/2012
Maintained the O.P.A’s responsibilities while the full time administrator was on LOA.
• Coordinated projects within a variety of levels in WageWorks Management, including representing the
Customer Service Department on BRD and FRD conference calls.
• Maintained Reference material and communications to the call center floor on a daily basis.
• Worked across various departments to assist with major projects that significantly impacted the entire
company.
Customer Service Representative (Team Lead/CSR3) - 10/2008-11/2011
• Handled call Escalations and Questions
• Provided metric results during coaching sessions to front line CSRs.
• Assisted with cultivating agents in their career development as well as helping them reach customer service
metric expectations.
• Successes
• Exceeded the standards for Attendance and Quality expectations throughout my tenure.
• Received top level performance based incentives for multiple, consecutive months.
• Cross trained in Claims Processing, Workforce Management and provided assistance with the
Executive Escalation Team
Customer Service Rep – Inbound Call Center (9/2006-10/2008)
• Fielded between 80-110 calls per day
• Created basic templates for email team to utilize. Templates were produced in a WORD document using
hyperlinks and other tools within the WORD software
• Completed analytical assignments by gathering data and creating Excel worksheets for individuals and team
tracking purposes
• Assigned to train my peers in the handling of basic Client Service calls
• Designed a procedure for handling TTY calls and trained my peers on the process

2. Matthew Pizzullo
4621 East Pearce Street, Phoenix AZ 85044
(602)790-5949
Pizzullo_2@hotmail.com
_________________________________________________________________________________________
• Trained to utilize the company’s Adjustment Manager Program to process Special Handling Forms for our
commuter program
Intellrisk Management Corp. Chandler, AZ Dec 2005 - Aug 2006
Cell phone call center
Customer Service Representative
• Handled between 2,500 – 2,800 phone calls a month with high Quality Scores on all monitors.
• Adjusted customer’s plans and features utilizing a DOS system
• Answered customer inquiries regarding payment and billing history and plans/services
• Provided technical support such as leading customers through manually reprogramming cell phones
• Data entry including start of service of new accounts with customer’s personal information
Education
Hamilton High School West – High School Diploma – Class of 1994
Various College classes since high school graduation at various colleges including:
• York College of Pennsylvania
• Prescott College
• Rio Salado College