Summary
Overview
Work History
Education
Skills
Websites
Work Availability
Timeline
Hi, I’m

Matt Herbert

Customer Service/Operations
Milwaukee,Wisconsin
Matt Herbert

Summary

Meticulous Customer Service and Operations Manager who undertakes complex assignments, meets tight deadlines and delivers superior production. Possesses practical knowledge in all aspects of Customer Care and Operations. Applies strong planning and analytical skills to inform senior management of key trends. Operates with a strong sense of urgency and thrives in a fast-paced setting.

Overview

13

Years of customer service and operations management experience

Work History

UPS
Greater Milwaukee

Package Delivery Driver
01.2020 - Current

Job overview

  • Responsible for delivering packages to customers in a timely and efficient manner
  • Ensured all time critical packages and pickups were completed on time
  • Performed daily customer service interactions with both commercial and private clients, including but not limited to follow ups, pick up requests and assistance with unloading/loading packages
  • Committed to meeting to all performance metrics as required, including on time delivery, safe driving practices and delivery accuracy.

General Pet Supply
Greater Milwaukee

Warehouse Supervisor
01.2019 - 01.2020

Job overview

  • Responsible for overseeing and managing 35 warehouse associates
  • Directed, assigned and monitored work for all associates
  • Ensured accuracy and quality control standards were being met
  • Oversaw onboarding and training for all new warehouse personnel
  • Responsible for monitoring picking queue to ensure orders were packed and shipped in a timely manner
  • Implemented new inventory procedures to ensure inventory was being cycled FIFO
  • Started new best practices for employee timesheets to ensure accuracy and reduce time spent verifying payroll
  • Ensured all documentation for outbound shipments was complete and accurate
  • Worked with vendors to ensure shipments were received on time and complete.

UPS
Greater Milwaukee

Supervisor/Coordinator
01.2016 - 01.2019

Job overview

  • Responsible for overseeing production in a fast paced, ever changing environment
  • Responsible for setting staffing to ensure volume requirements are met and customers expectations are exceeded
  • Perform daily production and staffing paperwork and compile a daily recap.

Batzner Pest Control
Greater Milwaukee

Call Center Manager
01.2015 - 01.2016

Job overview

  • Oversee the inside sales and customer service for a family owned pest control company focused on continuous improvement
  • Responsible for creating yearly budget and implementing KPI's to ensure budget was met
  • Conduct weekly coaching meetings striving for continuous improvement
  • Biweekly department meetings to drive key initiatives
  • Department experienced 19% year over year revenue growth in 2016
  • Active participant in recruiting for all call center positions
  • Worked with senior management to implement a renewed focus on retention and NPS scores
  • Create weekly reporting on all key metrics for the call center
  • Participate in quarterly offsite management meetings to help determine strategic growth plans.

Discount Ramps
Greater Milwaukee

Sales and Service Manager
01.2014 - 01.2015

Job overview

  • Responsible for the performance and continued growth of the inside sales and customer service departments
  • Consistently drove month over month and year over year growth across all channels of the business
  • Developed and implemented metrics including, AOV, conversion and abandon rates
  • Produced weekly reporting detailing the call center's key productivity initiatives
  • Handled escalated calls for sales and service resolving customer complaints professionally and efficiently
  • Recruited, hired and trained all new call center representatives
  • Responsible for maintaining seller rating for Amazon, one of the largest business segments in the company
  • Successfully lowered abandon rates from 6% to 2% by implementing a new, more efficient phone system.

Discount Ramps
Greater Milwaukee

General Manager
01.2014 - 01.2015

Job overview

  • Responsible for developing and implementing a sales growth plan for the wholesale division of Discount Ramps
  • Consistently drove 10% growth month over month
  • Produced monthly performance reports for all accounts within the wholesale program
  • Researched and proposed potential growth areas for all key accounts
  • Responsible for selecting, pricing and merchandising new wholesale products
  • Helped create all marketing pieces for the division
  • Responsible for project management on implementing a new user friendly wholesale site.

National Business Furniture
Greater Milwaukee

Virtual Showroom Manager
01.2013 - 01.2014

Job overview

  • In collaboration with the President of National Business Furniture, launched a new, first of it's kind, virtual showroom
  • Assisted in selecting furniture for the new concept
  • Ordered, received, assembled and staged all of the furniture in the showroom
  • Helped implement and improve technology used in the showroom
  • Developed and implemented brand specific scripting for 4 different brands serviced by the showroom.Launched 1000+ sku's across 3 different websites
  • Project was completed on time and within budget
  • Served as the Executive Liaison for NBF's Volunteer Leadership Council

OfficeFurniture.com
Greater Milwaukee, WI

Customer Service Manager
01.2011 - 01.2013

Job overview

  • Responsible for the performance of all customer service department functions while being a working manager
  • Handled escalated calls as necessary with tact and professionalism for multiple companies
  • Monitored vendor performance through reporting and in person meetings
  • Worked closely with merchandising to ensure all information presented on the website was accurate
  • Sales credits were 15% below plan in 2012 and 2013
  • Project manager for implementing live chat and becoming a Google Trusted Store for OfficeFurniture.com
  • Hired and trained all new representatives
  • Handled all aspects of customer service for OfficeFurniture.com on Amazon.com.

Education

Wisconsin Lutheran College

Communications
01.2007

University Overview

  • Duration: 4 years
  • RA in 2006 &2007

Milwaukee Lutheran

Skills

  • Analytical Skills
  • Customer Service Management
  • Inside Sales Management
  • Project Management
  • Employee Training
  • Customer Retention
  • Management
  • Team Building
  • Sales
  • Customer Service
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Package Delivery Driver

UPS
01.2020 - Current

Warehouse Supervisor

General Pet Supply
01.2019 - 01.2020

Supervisor/Coordinator

UPS
01.2016 - 01.2019

Call Center Manager

Batzner Pest Control
01.2015 - 01.2016

Sales and Service Manager

Discount Ramps
01.2014 - 01.2015

General Manager

Discount Ramps
01.2014 - 01.2015

Virtual Showroom Manager

National Business Furniture
01.2013 - 01.2014

Customer Service Manager

OfficeFurniture.com
01.2011 - 01.2013

Wisconsin Lutheran College

Communications

Milwaukee Lutheran

Similar Profiles

CREATE PROFILE
Matt HerbertCustomer Service/Operations