Matt Johnson
East Wenatchee,WA
Summary
A seasoned leader in customer service and operations, who has excelled in current and previous roles by enhancing customer retention through strategic planning and effective communication. Leveraging skills in relationship building and data-driven decision-making, led teams to surpass goals, achieving significant improvements in overall service delivery (98%+ CSAT) and team performance.
Overview
12
12
years of professional experience
Work History
Director of Customer Service
Max Glide LLC. DBA Firefly
06.2021 - Current
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention .
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Developed customer service scorecards to measure customer service performance.
- Resolved escalated customer service disputes and complaints, leading to increased CSAT year over year (98%+).
- Coordinated customer service team projects, achieving successful on-time completion.
- Organized and led staff orientation programs and training to promote collaboration.
Store Manager
O'Reilly Auto Parts
06.2017 - 06.2021
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Recognized nationally for having the highest level of Sales % increase by a single store (43%).
- Developed and trained six Store Managers, two Territory Sales Managers, and numbers shift managers.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Ground Radio Repair Technician
United States Marine Corps
06.2013 - 01.2019
- Repaired equipment damage utilizing wide range of systems and methodologies.
- Reviewed and interpreted facility orders, network design orders and circuit layout orders.
- Optimized operations by performing system upgrades, troubleshooting component failures and installing approved system modifications.
- Directed site surveys to ascertain best positioning of equipment for strongest signal reception.
- Installed and maintained systems and analyzed entire companies equipment needs.
- Mentored 5 other technicians to troubleshoot and resolve technical issues.
- Obtained a secret clearance for repair of communication equipment.
Education
MBA - Business Administration
Western Governors University
Salt Lake City, UT06-2023
Bachelor of Arts - Communications
Southern New Hampshire University
Hooksett, NH04-2020
Skills
- Strategic planning and execution
- Operations management
- Relationship building
- Complaint handling
- Business analysis
- Leadership training
- Staff development
- Customer segmentation
- Strategic thinking
- Data-driven decision making
Timeline
Director of Customer Service
Max Glide LLC. DBA Firefly
06.2021 - Current
Store Manager
O'Reilly Auto Parts
06.2017 - 06.2021
Ground Radio Repair Technician
United States Marine Corps
06.2013 - 01.2019
MBA - Business Administration
Western Governors University
Bachelor of Arts - Communications
Southern New Hampshire University
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