Matthew Hawkins
Hiawassee
Overview
2019
2019
years of professional experience
Work History
Warehouse Lead
Marshalls & HomeGoods
- Supervised daily warehouse operations, ensuring efficient workflow and adherence to safety protocols.
- Trained and mentored team members on best practices and inventory management techniques.
- Coordinated inbound and outbound shipments, optimizing logistics for improved delivery performance.
- Implemented process improvements that enhanced operational efficiency and reduced downtime.
- Monitored inventory levels, conducting regular audits to maintain accuracy and minimize loss.
- Collaborated with management to develop strategies for optimizing warehouse space utilization.
Customer Service Team Lead
Concentrix
02.2017 - 12.2018
- Led customer service team in resolving complex inquiries and issues.
- Trained and mentored new team members on best practices and company policies.
- Developed processes for improving response times and enhancing customer satisfaction.
- Monitored team performance metrics to ensure high-quality service delivery.
- Collaborated with cross-functional teams to streamline communication and support initiatives.
- Implemented feedback mechanisms to gather insights for continuous improvement efforts.
- Organized team meetings to address challenges and celebrate achievements collectively.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Escalated issues to proper supervisors when standard processes were not effective.
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
Customer Service Representative
Time Warner Cable
08.2016 - 02.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed service orders and account changes using internal management systems.
- Provided accurate information regarding products, services, and promotions to enhance customer satisfaction.
- Assisted in training new team members on customer service protocols and system navigation.
- Maintained detailed records of customer interactions to ensure consistent follow-up and resolution tracking.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Manager
Walmart Stores,INC
10.2012 - 06.2013
- Developed and implemented customer service policies to enhance client satisfaction.
- Trained and mentored staff on effective communication and problem-solving techniques.
- Analyzed customer feedback to identify areas for service improvement.
- Managed escalated customer inquiries, resolving issues efficiently and professionally.
- Collaborated with cross-functional teams to streamline support processes.
- Monitored team performance metrics, ensuring compliance with service level agreements.
- Led initiatives to reduce response times and improve overall service quality.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Created and reviewed invoices to confirm accuracy.
Education
High School Diploma -
Cypress Bay High School
WestonNo Degree - Pharmacology
Capital Community College
Hartford, CT08-2011
Skills
- Customer service
- Team leadership
- Performance monitoring
- Process improvement
- Safety compliance
- Workflow optimization
- Customer retention
- Supervisory experience
- Time management
- Order picking
- Product packaging
- Shipping and receiving
- Attention to detail
- Quality control
- Conflict resolution
Timeline
Customer Service Team Lead
Concentrix
02.2017 - 12.2018
Customer Service Representative
Time Warner Cable
08.2016 - 02.2017
Customer Service Manager
Walmart Stores,INC
10.2012 - 06.2013
Warehouse Lead
Marshalls & HomeGoods
High School Diploma -
Cypress Bay High School
No Degree - Pharmacology
Capital Community College