Erin Matsko
Matawan,NJ
Summary
Resourceful Operations Leader with over 28 years of results-oriented experience in business intelligence and operations management. Culturally-sensitive and ethical professional with demonstrated success in developing and implementing optimized solutions. Versatile leader recognized for driving results in collaborative, inclusive manner.
Overview
29
29
years of professional experience
Work History
VP Operations
Excel Building Services-TFG National
Matawan, NJ
07.2013 - 12.2023
- Established a highly successful vendor managed division, initially comprising of 25-50 test stores
- Developed and managed a database
- Oversaw divisional growth and effectively managed revenue surpassing 80 million dollars
- Provided leadership to staff by motivating personnel, resolving conflicts and fostering a positive work environment.
- Negotiated contracts with vendors and suppliers while monitoring purchasing activity for maximum value.
- Coordinated training guidelines for new and existing employees regarding changes in operational procedures.
- Implemented innovative incentive plan for both internal and external operation teams, resulting in increased productivity, strengthened teamwork, and heightened compliance
- Built and sustained relationships with key clients and industry partners through effective communication strategies for 28 years.
- Reviewed reports related to production output, labor costs, quality control issues, in order to make informed decisions about operations.
- Delegated work to staff, setting priorities and goals.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Devised utilities needed to streamline and strengthen operations, driving substantial improvement to KPIs.
- Managed Accounts Receivable and Accounts Payable teams
National Account Manager/Business Analyst
USM Services - Emcor
Norristown , PA
05.1996 - 07.2013
- Managed customer relationships with key stakeholders.
- Analyzed customer data to identify trends and develop solutions for increasing revenue growth.
- Participated in trade shows and conventions representing the company's products and services to prospective clients.
- Implemented pricing strategies that ensured profitability while maintaining competitive rates in the marketplace.
- Managed 35 M. in Revenue
- Budgets and Planning
- Custom Client Reporting
- Track, analyze and interpret trends in financial and performance data
- KPI Reporting and Management
Operations Manager, Customer Experience
Horizon National Contract Services
Red Bank, NJ
12.1999 - 12.2009
- Managed day-to-day operations of the customer service team, including hiring, training and coaching employees
- Led team for successful implementation of new client rollouts
- Implemented strategies to optimize team productivity
- Developed processes to ensure timely resolution of customer inquiries or complaints
- Database development
- Created detailed reports on operational performance metrics such as call volume, average wait time and first contact resolution rate
- Collaborated with high-end clients by customizing sales and education programs
- Formed and sustained strategic relationships with clients.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
Customer Service Leader
SPC Contract Management
Red Bank , NJ
05.1996 - 12.1999
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service to more than 1200 client sites
- Provided reporting and data trends to fulfill customer reporting requirements
- Set up and activated customer accounts.
Travel and Reservation Specialist
Kiwi National Airlines
Newark, NJ
01.1995 - 05.1996
- Assisted customers with booking reservations for hotels, flights, and other travel services.
- Researched and resolved customer complaints related to bookings and cancellations.
- Processed payments for bookings using credit card processing systems.
Education
Business Administration
Brookdale Community College
Lincroft, NJ01-1995
Travel And Tourism
American Express Travel
Phoenix10-1994
Skills
- Strategic planning and execution
- Leadership training
- Process Improvements
- Cross-functional team management
- Operations Management
- Account Management
- Budgets and Planning
- Database Development
- Accounting (Accounts Payable and Accounts Receivable)
- Risk Management
Timeline
VP Operations
Excel Building Services-TFG National
07.2013 - 12.2023
Operations Manager, Customer Experience
Horizon National Contract Services
12.1999 - 12.2009
National Account Manager/Business Analyst
USM Services - Emcor
05.1996 - 07.2013
Customer Service Leader
SPC Contract Management
05.1996 - 12.1999
Travel and Reservation Specialist
Kiwi National Airlines
01.1995 - 05.1996
Business Administration
Brookdale Community College
Travel And Tourism
American Express Travel
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