Mathew Nidel

Received customer requests and paired them with customized lighting control systems to meet budget and expectation.

Worked directly with customers and contractors with post sales installation and commissioning.

Handled all customer follow up through completion of job to final completion and payment. This includes technical troubleshooting.

• Run a suite of 11-15 domestic and global accounts across a dual roster dealing with hourly to daily requests for customers
• Regularly achieved sales goals and associated metrics
• Kept detailed organizational charts and documents detailing contacts both domestic and global
• Participated in and have led multiple RFP's coordinating customers, partners and internal support
• Handle numerous customer and partner satisfaction concerns including de-escalation of issues, and following through to the point of completion
• Prepared pricing strategies for current customers to enhance sales and increase profitability.
• Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
• Liaised with customers via email or phone to identify and address needs, growing existing accounts through cross-selling.
• Onboarded new interns through training and into eventual ISR roles.

• Supported and managed a team of representatives in technical support and customer relations
• Worked with numerous statistic tracking programs and used results to implement change across several people at once
• Acted as an intermediary between upper management and representatives while building relationships that allowed us to increase productivity across teams in many different metrics
• Provide customers with direct technical support for service issues related to mobile service and technology
• Troubleshoot all technical inquiries regarding network coverage, device information and data services
• Utilize all online resources/tools to troubleshoot and diagnose customer issue for resolution
• Increased customer satisfaction ratings by 68%