Open to opportunities

Matt Sasenarine

@mattsasenarine

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Customer experience and operations leader driving quality and efficiency.

United States

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What I'm looking for

I am seeking a customer-centric operations role where I can improve processes, coach teams, and deliver high QA/CSAT results in a collaborative environment.

I am a customer experience and operations professional with over 10 years of experience across fintech, federal government, and hospitality sectors. I consistently deliver high-quality support via phone, email, and chat while maintaining exceptional QA and CSAT scores.

At Reach Financial, I resolved complex account, billing, and loan inquiries with accuracy and regulatory compliance, collaborated across underwriting, payments, and operations, and documented interactions in CRM systems to support audit readiness.

At the IRS, I led and coached teams, managed high volumes of inbound calls, analyzed call trends to improve contact center performance, and performed administrative duties to ensure operational continuity. I developed training materials and improved onboarding resources to raise team knowledge and productivity.

I bring strong communication, advanced problem-solving, CRM proficiency, and a track record of workflow optimization and reliability. I seek to apply my customer-centric approach to improve processes, mentor teams, and deliver measurable service improvements.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

Reach Financial

Aug 2025 - Jan 2026 (5 months)

Delivered high-quality support across phone, email, and chat for loan and repayment processes, resolving complex billing and account inquiries and improving first-contact resolution; maintained 98%–99% QA/CSAT scores.

Customer Support CRM Loan Servicing Escalation Management CSAT Documentation Workflow Optimization Cross Functional Collaboration

Lead Contact Representative

IRS

Dec 2024 - Apr 2025 (4 months)

Managed high-volume inbound call operations, led and coached a team of 15+ employees, performed training and administrative duties, and analyzed call trends to drive contact center improvements.

Coaching Training Performance Analysis Administrative Support Process Improvement

Contact Representative

IRS

Oct 2019 - Dec 2024 (5 years 2 months)

Provided technical assistance to individuals and businesses, applied tax code knowledge to resolve disputes and delinquency issues, and handled 40–50 taxpayer inquiries daily while protecting sensitive information.

Taxpayer Support Technical assistance Research Data Protection Multi Database Research & Compliance

Administrative Assistant

Stony Brook University

Aug 2015 - Oct 2019 (4 years 2 months)

Maintained spreadsheets and databases, coordinated with vendors, drafted communications, organized meetings, and implemented process improvements to enhance operational accuracy and efficiency.

Office Administration Data Management Documentation Scheduling Inventory Control Process Improvement Microsoft Office

Supervisor

Starbucks

Oct 2011 - Aug 2015 (3 years 10 months)

Led daily store operations, mentored and trained 20+ employees, managed labor and cost controls, and improved service speed and consistency through hands-on leadership.

Team Leadership Training Inventory Management Cost Control Customer Service Scheduling Operations Management

Barista

Starbucks

Jan 2009 - Oct 2011 (2 years 9 months)

Prepared specialty beverages to standards, delivered personalized customer service, managed inventory and reduced waste, and supported efficient workflow during peak periods.

Customer Service Inventory Control Merchandising Teamwork Time Management