Matt Ponds
Atlanta,Ga
Summary
Highly trained in customer service, project oriented, personable and skilled at leading internal teams. Trained in safety, compliance, Excel, Word, and Outlook Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
22
22
years of professional experience
1
1
Certification
Work History
CSR Taxpayer Services
Internal Revenue Service
Chamblee, Ga
07.2024 - Current
- Enhanced the delivery of effective customer support services to Business Taxpayers as a representative in charge of their accounts.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
Customer Outreach Specialist
Atrium Cox Business
Atlanta, Ga
07.2021 - 07.2024
- Special Projects SOFA and Static IP Teams July 2021-Present
- Working with existing Cox Business customers with replacing Modems and Gateway Devices
- January 2023 to present Static IP team, working with existing customer, with assisting in new IP addresses, occasionally changing IP on Gateway devices
- Designing and implementing reporting solutions
- Development and implementation of an dashboard and/or reporting automation strategy
- Experience designing and developing interactive dashboards
- Experience in creating materials that support business goals and strategy
- Experience creating data visualizations
- Creating and managing routine reporting
- Providing ad-hoc reports as requested
- Troubleshooting issues with standard reporting
- Ensure data quality
- Experience managing multiple projects at once
- Adapt easily to evolving projects, changes in scope, and changes in priorities
- Self-motivated, able to complete work and manage priorities with limited direction
- Experience in providing data summaries and visualizations that 'tell the story'
Service Supervisor
Greystar Real Estate-Partners/Alliance
Atlanta, Ga
04.2020 - 07.2021
- Supervise the day to day activities
- Responsible for maintaining a quality living environment for residents at a structure located in Atlanta, Ga
- Maintain the budget, delegate activities with subordinates
- Review policy and procedures, Advise management on projects
- Communicate with upper management and ownership
- Creating and managing routine reporting
- Adapt easily to evolving projects, changes in scope, and changes in priorities
- Experience managing multiple projects at once
Service Supervisor
Sterling Realty Trust
Atlanta, Ga
06.2018 - 02.2020
- Supervised the day to day maintenance for a 336 unit property in Sandy Springs, Georgia
- Maintained the budget, supervised, and delegated daily work to those managed
- Advised management and ownership on day to day activities
- Experience managing multiple projects at once
Service Supervisor
Matrix Residential (RangeWater)
Atlanta, Ga
11.2015 - 06.2018
- Supervise all phases of building maintenance including a $100,000+ budget for a 260+ unit garden-style apartment building
- Manage contracts for about 15 vendors, as well as handle contractor and turnkey scheduling
- Oversee team of four maintenance technicians and housekeepers
- Process all work orders, vendor agreements, budget items, insurance and bills using property management software
Service Director
Monogram Residential Trust (Greystar)
Atlanta, Ga
09.2014 - 11.2015
- Supervise all phases of building maintenance including a $100,000+ budget for a 283 unit Midtown Atlanta mid rise
- Manage contracts for about 15 vendors, as well as handle contractor and turnkey scheduling
- Oversee team of four maintenance technicians and housekeepers
- Process all work orders, vendor agreements, budget items, insurance and bills using property management software
- Assist Asset and Assistant manager
- Company sold in 2015 to Greystar
- (Fire destroyed property November 2023)
Service Manager and Service Technician
Worthing Properties SE (RAM Properties)
Atlanta, Ga
03.2010 - 09.2014
- Supervised different properties in the Metro Atlanta area over the tenure with the company
- Handles all phases of maintenance
- Handled, budget, staff scheduling, working with vendors, assisted management, ownership group and corporate staff with work plans
- Accompany new start up and due diligence
Service Technician
First Communities
Atlanta, Ga
02.2010 - 03.2010
- Worked on a 500 unit property located in Smyrna, Ga
Service Manager/Technician
Archstone-Smith
Atlanta, Ga
11.2004 - 02.2010
- Supervised different properties in the Metro Atlanta area over the tenure with the company
- Handles all phases of maintenance
- Handled, budget, staff scheduling, working with vendors, assisted management, ownership group and corporate staff with work plans
- Started as service technician
Service Manager
TGM Associates
Atlanta, Ga
01.2003 - 11.2004
- Supervised property in Norcross, Ga
- Handled all phases of maintenance
- Handled, budget, staff scheduling, working with vendors, assisted management
Field Tech
Colonial Properties Trust
Charleston, SC
10.2002 - 01.2003
- Worked on 200 unit property on James Island in Charleston, SC
- Assisted Property manager, performed all phases of maintenance
Education
M.A - Interdisciplinary Studies
Western New Mexico University
Silver City, NM07.2023
B.A - Interdisciplinary Studies, Public Administration
Georgia Southern University
Statesboro, Ga05.2021
A.A - History
Georgia State University
08.2016
Skills
- Cost containment
- Contract negotiation
- Customer Outreach
- Project management
- Budgeting
- Due-diligence
- Customer service
- Inbound and Outbound Calling
- Product Knowledge
- Data Collection
- Documentation
- Microsoft PowerPoint
- Microsoft Outlook
Certification
- Hospitality and Tourism, Florida Atlantic University College of Business, Spring 2020
- Leadership 101, Troy University, Spring 2021
Languages
English
Languages
English
Professional
Timeline
CSR Taxpayer Services
Internal Revenue Service
07.2024 - Current
Customer Outreach Specialist
Atrium Cox Business
07.2021 - 07.2024
Service Supervisor
Greystar Real Estate-Partners/Alliance
04.2020 - 07.2021
Service Supervisor
Sterling Realty Trust
06.2018 - 02.2020
Service Supervisor
Matrix Residential (RangeWater)
11.2015 - 06.2018
Service Director
Monogram Residential Trust (Greystar)
09.2014 - 11.2015
Service Manager and Service Technician
Worthing Properties SE (RAM Properties)
03.2010 - 09.2014
Service Technician
First Communities
02.2010 - 03.2010
Service Manager/Technician
Archstone-Smith
11.2004 - 02.2010
Service Manager
TGM Associates
01.2003 - 11.2004
Field Tech
Colonial Properties Trust
10.2002 - 01.2003
M.A - Interdisciplinary Studies
Western New Mexico University
B.A - Interdisciplinary Studies, Public Administration
Georgia Southern University
A.A - History
Georgia State University
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