Mathew Douglas Denton
Support Manager
Lavon,TX
Summary
Results-driven and highly experienced Support Manager with 7+ years in customer support and a proven track record of elevating team performance, enhancing customer satisfaction, and optimizing operational efficiencies within fast-paced environments. Expert in team leadership, project management, and delivering world-class support for complex business systems. Adept at leveraging technical expertise and a customer-centric approach to consistently exceed business objectives.
Overview
19
19
years of professional experience
Work History
Support Manager
HBS Systems
Richardson, TX
11.2020 - Current
- Consistently led the top-performing support team in the US and Canada for dealer business systems, setting industry benchmarks
- Achieved and maintained a trailing 12-month Customer Satisfaction (CSAT) score of 96%, significantly exceeding company targets
- Drove a trailing 12-month Net Promoter Score (NPS) of 60, demonstrating exceptional customer loyalty and advocacy
- Mentored, trained, and led a high-performing team of over 15 training and support specialists across the U.S
- And Canada, fostering continuous professional development
- Managed and executed multiple concurrent system implementation and training projects for new and existing dealers, overseeing the entire lifecycle from initiation to post-training debriefs.
Assistant Support Manager
HBS Systems
Richardson, Texas
06.2019 - 11.2020
- Delivered world-class support and training, resolving complex software issues and consistently exceeding dealer expectations
- Developed and delivered comprehensive training programs for new specialists on HBS software, utilizing both classroom and hands-on methodologies, reducing onboarding time
- Conducted consistent performance reviews for training and support specialists, identifying areas for growth and implementing effective improvement plans
- Successfully oversaw and completed system installations for numerous new dealers across the United States
- Provided expert troubleshooting and diagnostic support to Tier 1 and Tier 2 staff, resolving critical software issues efficiently.
Training and Support Specialist
HBS Systems
Richardson, Texas
06.2018 - 06.2019
- Consistently recognized as the top case closer within the support department, demonstrating exceptional problem-solving and resolution skills
- Provided comprehensive training to new dealers on the HBS dealer software across all departments, including parts, service, rental, accounts receivable, accounts payable, units, and general ledger accounting
- Successfully executed system installations for new dealers across the United States, ensuring seamless transitions and minimal disruption.
- Managed ticketing system to track and resolve user-reported issues.
- Collaborated with team members to improve customer service strategies.
- Documented troubleshooting procedures for common technical problems.
Driver
Lyft
Dallas, TX
08.2017 - 06.2018
- Consistently achieved a customer satisfaction rating of 4.8 out of 5 stars or higher on a weekly basis by delivering outstanding service
- Maintained an excellent driving record with no accidents or citations throughout tenure
- Managed an ambitious and flexible schedule to consistently meet and exceed daily income goals.
Parts and Service Advisor
Corvette World
Dallas, TX
10.2015 - 08.2017
- Managed client communications to ensure proper resolution of service and parts issues, enhancing customer trust and satisfaction
- Reduced obsolete inventory by 20% through effective order management and strategic pricing adjustments for slow-moving stock
- Maintained high customer satisfaction scores, contributing to the dealership's positive reputation
- Contributed to achieving a 4.7-star rating on Google Reviews for the dealership through exceptional service
- Initiated and implemented a company newsletter for customers, successfully driving repeat business and engagement.
Inventory Supervisor
CarMax Auto Superstore
Plano, TX
06.2008 - 10.2015
- Supervised a team of inventory associates, ensuring efficient operations and adherence to company standards
- Utilized strong analytical and decision-making skills to consistently meet daily inventory and operational goals
- Streamlined communication channels between sales and service departments, improving workflow and reducing delays
- Resolved complex customer issues with a cordial demeanor and active listening, turning challenging situations into positive outcomes
- Successfully managed the flow of cars off-site for repairs, reducing overall repair times by 15% through effective coordination with vendors
- Held the company record for most cars repaired in one month for two consecutive years, demonstrating exceptional operational efficiency.
Infantry Rifleman
United States Marine Corps Reserve
Grand Prairie, TX
06.2006 - 06.2012
- Developed exceptional leadership, discipline, perseverance, and patience through rigorous training and real-world scenarios
- Cultivated resilience and adaptability, consistently performing effectively in high-pressure and challenging situations
- Demonstrated strong teamwork and relied on peer support to overcome obstacles and achieve mission objectives
- Recognized with the National Defense Service Medal for service during a time of conflict.
Education
Bachelor of Science - Psychology
University of Texas
Dallas, TXSkills
- Management & Leadership: Team Leadership, Project Management, Strategic Planning, Performance Review, Staff Training & Development, Conflict Resolution, Mentoring, Supervisory Experience
- Customer Support & Relations: Customer Satisfaction (CSAT/NPS), World-Class Support, Troubleshooting, Case Management, Client Communication, Active Listening, Problem Diagnosis & Resolution
- Technical & Software: Microsoft Office Suite, PuTTy, Linux Server, VIM, JIRA, SalesForce, Confluence, C-tree, SQL, CDK, HBS Business Systems, SaaS support, System implementation
- Operations & Analysis: Inventory Management, Organizational Skills, Process Improvement, Data Analysis, Decision-Making, Deadline Management
Timeline
Support Manager
HBS Systems
11.2020 - Current
Assistant Support Manager
HBS Systems
06.2019 - 11.2020
Training and Support Specialist
HBS Systems
06.2018 - 06.2019
Driver
Lyft
08.2017 - 06.2018
Parts and Service Advisor
Corvette World
10.2015 - 08.2017
Inventory Supervisor
CarMax Auto Superstore
06.2008 - 10.2015
Infantry Rifleman
United States Marine Corps Reserve
06.2006 - 06.2012
Bachelor of Science - Psychology
University of Texas
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