Matthew Kuritz

Background

About Matthew Kuritz

Process driven Customer Service Specialist with a drive to improve and motivation to achieve success for myself as well as my teams using analytics, process strategy, and execution.At Benefitfocus I've implemented our Service Recovery Team to handle escalated callers, clients, and situations(reviewing calls for customers, completing callbacks, emails, chats, etc). Since 2019 through extensive training in the Benefitfocus platform as well as general benefits knowledge this team has shown that they can meet and exceed call center industry standards in average handle time, quality, and first pass resolution which creates a fantastic customer experience and can help de-escalate near any situation.I strive, and I teach my teams, to be multiple steps ahead of what is needed. In the year 2021 we have all the data we need to forecast the needs of our clients but we also have to use personal experience to drive that forward. Use your own personal experiences, your experiences as a customer, and your experience with customers to create a forward thinking action plan.My team as well as myself are held to a high standard. Industry standard is just that, a standard. My standard is to exceed that on a consistent basis. I strive for perfection knowing that it can never be reached but that chase is motivation. I was taught at a young age to always try to learn new things, seek out knowledge, train in new things, and never stop wanting to learn.