Matt Dotson
Manchester,IA
Summary
Customer Account Specialist and Senior Analyst with 20+ years of experience supporting customer relationships, business operations, and complex service requirements across aerospace, insurance, and service industries. Experienced in commercial aerospace aftermarket operations with Collins Aerospace (RTX), managing OEM customer accounts including Bombardier Global 5000/6000 Linefit programs and Learjet/Bombardier Aviation aftermarket support. Skilled in SAP order management, service contract and warranty processes, purchase order management, customer account support, quotation activities, export compliance, and cross-functional coordination. Proven ability to serve as a customer-facing point of contact, analyze requirements, resolve operational issues, and maintain strong customer relationships in a global aerospace environment. Recognized for operational ownership, adaptability during organizational change, and consistent customer-focused performance. MBA graduate with strong business management, analytical, and process improvement capabilities.
Customer service professional prepared to excel in managing client accounts and ensuring exceptional service delivery. Background in fostering client relationships and resolving concerns with focus on results. Reliable and adaptable team player, skilled in communication and problem-solving, contributing to dynamic team environments and achieving targets.
Customer account professional with robust background in managing client relationships and driving customer satisfaction. Skilled in resolving issues, ensuring account accuracy, and optimizing service delivery. Strong focus on teamwork and adaptability to changing needs. Known for reliability, effective communication, and results-driven approach.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Account Specialist
Collins Aerospace (RTX)
Cedar Rapids, IA
07.2018 - Current
- Support Collins Aerospace Avionics customer accounts by managing complex aftermarket requirements, customer relationships, and order execution activities for Bombardier Global 5000/6000 Linefit programs and Learjet/Bombardier Aviation aftermarket operations.
- Manage multiple aerospace customer accounts through the complete order lifecycle, including purchase orders, sales orders, quotations, order changes, returns, invoicing coordination, and order closeout utilizing SAP.
- Serve as a direct customer-facing point of contact for Bombardier customer teams regarding order status, delivery commitments, pricing, lead times, account changes, and issue resolution.
- Support service contract and warranty-related activities by reviewing customer requirements, contractual information, and business commitments.
- Coordinate daily with Sales, Supply Chain, Inventory Planning, Production, Logistics, Finance, Global Trade, and other cross-functional teams to resolve customer issues.
- Analyze customer requirements, pricing information, lead times, and order details to ensure accurate execution and alignment with business objectives.
- Monitor open order activity, identify potential risks, and coordinate corrective actions to maintain customer commitments.
- Create and maintain SAP transactions, customer documentation, reports, and tracking tools to support account visibility and operational decision-making.
- Process customer returns, invoice-related requests, credit/debit memo activities, and other customer account transactions.
- Support export compliance requirements by ensuring appropriate documentation and adherence to company policies.
- Participate in RTX business transformation activities, including CORE training initiatives, process updates, and organizational account transitions.
- Selected Accomplishments
- Received multiple Collins Aerospace Spot Awards recognizing strong performance, customer support, collaboration, and commitment to business objectives.
- Successfully supported customer account transitions during RTX organizational changes by both transitioning existing accounts and assuming responsibility for new customer portfolios.
- Maintained customer continuity during organizational changes by quickly learning new account requirements, processes, open orders, and customer expectations.
- Built strong customer relationships resulting in consistent positive feedback for responsiveness, ownership, and issue resolution.
- Managed customer inquiries and resolved issues to ensure satisfaction and retention.
- Processed account changes and updates efficiently, maintaining accuracy in customer records.
Customer Experience Advocate
Wellmark Blue Cross Blue Shield
Cedar Rapids, IA
01.2014 - 01.2018
- Managed high-volume customer interactions supporting health benefits, claims, billing, eligibility, and provider inquiries.
- Researched complex issues and provided accurate resolutions while maintaining regulatory compliance.
- Built relationships with members, providers, employer groups, and internal teams through effective communication and problem ownership.
- Maintained accurate customer records and documentation within company systems.
- Enhanced customer satisfaction by resolving inquiries and issues through effective communication strategies.
- Utilized CRM systems to track customer interactions and improve service delivery processes.
Insurance Agent
Special Drivers Agency
Manchester, IA
01.2010 - 01.2014
- Managed a large personal insurance customer portfolio, providing policy support, account maintenance, and coverage recommendations.
- Assisted customers with policy changes, billing questions, claims support, and license reinstatement requirements.
- Developed strong customer relationships while maintaining compliance with insurance regulations.
- Developed tailored insurance solutions to meet client needs and enhance satisfaction.
- Conducted thorough risk assessments to identify coverage gaps and recommend appropriate policies.
- Streamlined claims processing procedures, improving turnaround time and customer experience.
Property & Casualty Representative
State Farm Insurance
Manchester, IA
01.2007 - 01.2010
- Developed and maintained client relationships while providing comprehensive support for auto, home, life, health, and banking product offerings.
- Fostered strong customer relationships by leveraging consultative sales approaches and ensuring proactive service delivery.
- Maintained and updated customer account records while managing quoting documentation efficiently
- Managed client inquiries and resolved issues efficiently through effective communication.
- Educated clients on insurance products and coverage options to enhance understanding.
Education
MBA - Business Administration And Management
Western Governors University
Salt Lake City, UT05.2015
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT05.2013
Skills
- Aerospace Customer Account Management
- OEM Customer Support
- Customer Relationship Management
- Customer Issue Resolution
- Order Lifecycle Management
- Purchase Order Management
- Aftermarket Operations
- Supply Chain Coordination
Customer & Account Management
Operations & Supply Chain
- SAP Sales & Distribution (SD)
- Sales Order Management
- Contract & Warranty Support
- Export Compliance
- Cross-Functional Collaboration
- Process Improvement
- Business Transformation Support
- Reporting & Data Analysis
Systems & Business Processes
Analysis & Collaboration
Certification
- CompTIA Project+
- Six Sigma White Belt
PROFESSIONAL HIGHLIGHTS
- 7+ years supporting commercial aerospace customer accounts within Collins Aerospace (RTX)
- Direct customer support experience with Bombardier Global 5000/6000 Linefit and Learjet/Bombardier Aviation aftermarket programs
- SAP Sales & Distribution experience supporting aerospace order management and customer account activities
- Multiple Collins Aerospace Spot Award recipient recognizing performance and collaboration
- Experienced supporting account transitions, business changes, and cross-functional initiatives
- MBA graduate with strong background in business management and customer operations
Timeline
Customer Account Specialist
Collins Aerospace (RTX)
07.2018 - Current
Customer Experience Advocate
Wellmark Blue Cross Blue Shield
01.2014 - 01.2018
Insurance Agent
Special Drivers Agency
01.2010 - 01.2014
Property & Casualty Representative
State Farm Insurance
01.2007 - 01.2010
MBA - Business Administration And Management
Western Governors University
Bachelor of Science - Business Management
Western Governors University