Matthew Keen
820 N Bancroft St, Indianapolis
Summary
Customer-focused Service Supervisor with qualifications in customer service, personal service, account management, staff development and team leadership. Superb conflict resolution and de-escalation abilities. Accomplished in delivering world-class service and improving customer interactions. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Service Supervisor
McCloud Pest Services
11.2021 - Current
- Handled customer complaints and inquiries.
- Assisted with training and development of team members.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Monitored team's performance and gave feedback when necessary.
- Streamlined service processes, resulting in increased efficiency and reduced operational costs.
- Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
- Monitored inventory levels closely, optimizing stock management procedures for maximum cost-efficiency without compromising on part availability when needed.
- Assisted in the recruitment process for new hires within the service department, contributing valuable input on candidate suitability based on experience requirements.
- Fostered a culture of continuous improvement within the service team, encouraging open communication and collaborative problem-solving to overcome challenges.
- Increased revenue through upselling of additional services and products during customer interactions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Service Technician
Terminix Commercial
08.2014 - 11.2021
- Worked with commercial customers to understand needs and provide extermination and prevention services.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Increased customer satisfaction by resolving service issues with customers.
- Monitored spaces for environmental hazards.
- Performed environmental site assessments and provided remediation recommendations.
- Applied correct chemical solutions and used proper equipment.
- Applied insecticides and released chemicals to guard against insect and rodent infestations.
- Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
- Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
- Maintained optimal supply levels to meet daily and special cleaning needs.
Associate
Express
12.2013 - 12.2014
- Maximized customer interactions by promptly identifying needs and wants.
- Managed customer relations and customer service through daily communication and interaction.
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Enhancement Foreman
Becker Landscape Contractors
05.2014 - 07.2014
- Maintained excellent attendance record, consistently arriving to work on time.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Drove operational improvements which resulted in savings and improved profit margins.
- Increased customer satisfaction by resolving service issues.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Assistant Store Manager
Abercrombie & Fitch
11.2013 - 04.2014
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
- Rotated merchandise and displays to feature new products and promotions.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
- Maintained high levels of organization in store by directing customers and replenishing merchandise.
- Reconciled daily sales transactions to balance and log day-to-day revenue with in-house POS.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed scheduling for store shifts to accomplish proper staffing at all times.
- Onboarded new employees, including training, mentoring and new hire documentation.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
- Coached team on effective upselling and cross-selling methods.
Education
Bachelor of Science - Entomology
Purdue University
West Lafayette05.2013
High School Diploma -
Delphi Community High School
Delphi, IN05.2008
Skills
- Project estimation and bidding
- Chemical safety
- Standard operating procedures
- Environmental assessment
- Technical Documentation
- Client consulting
- Chemical cleaners
- Work orders
- Safety practices
- Documenting activities
- Educating customers
- Problem Resolution
- Relationship Development
- Business Operations
- Regulatory Compliance
- Technical knowledge
- Understanding of budgeting
- Complaint Handling
- Task Delegation
Accomplishments
- Terminix Award of Excellence Recipient (2018)
- Office of the Indiana State Chemist 7A Pesticide Applicator License
Timeline
Service Supervisor
McCloud Pest Services
11.2021 - Current
Service Technician
Terminix Commercial
08.2014 - 11.2021
Enhancement Foreman
Becker Landscape Contractors
05.2014 - 07.2014
Associate
Express
12.2013 - 12.2014
Assistant Store Manager
Abercrombie & Fitch
11.2013 - 04.2014
Bachelor of Science - Entomology
Purdue University
High School Diploma -
Delphi Community High School
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