Matt Self
Birmingham,AL
Summary
Dynamic customer service leader with a proven track record at Montgomery Transportation Group, excelling in data analysis and team management. Enhanced customer retention through strategic problem-solving and effective communication. Spearheaded initiatives that significantly improved service quality, fostering strong relationships and driving business development opportunities.
Overview
8
8
years of professional experience
Work History
Director of Customer Service
Montgomery Transportation Group
03.2023 - Current
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with sales and operations team to support business development opportunities and improve service.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Managed customer service team, providing ongoing training and support to continuously improve team performance.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
Regional Sales Manager
Montgomery Transportation Group
04.2021 - 03.2023
- Contacted key accounts regularly and achieved high satisfaction scores by routinely re-assessing needs and resolving conflicts.
- Exceeded quarterly sales targets consistently by leveraging extensive market knowledge and effective selling techniques.
- Developed and maintained positive relationships with clients in assigned sales territories.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
Customer Service Manager
Montgomery Transportation Group
12.2020 - 04.2021
- Responsible for managing the day-to-day operations of the customer service team
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Customer Service Representative
Montgomery Transportation Group
11.2017 - 12.2020
- Responsible for all customer relationships and outbound freight coordination in an assigned geographical region
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Driver Manager
Montgomery Transportation Company
10.2016 - 11.2017
- Managed the day-to-day operations for a fleet ranging from 30-40 drivers.
- Developed and maintained long-term, positive relationships with assigned drivers to enhance morale, productivity and retention.
- Enhanced driver performance by implementing effective training programs and coaching sessions.
- Counseled drivers on violations of company policy or service standards to improve performance.
Education
Bachelor of Science - Business Administration And Management
Troy University
Troy, AL05-2016
Skills
- Customer service
- Data analysis
- Customer relationship management
- Business development
- Effective communication
- Problem solving
- McLeod software proficiency
- Team management
Timeline
Director of Customer Service
Montgomery Transportation Group
03.2023 - Current
Regional Sales Manager
Montgomery Transportation Group
04.2021 - 03.2023
Customer Service Manager
Montgomery Transportation Group
12.2020 - 04.2021
Customer Service Representative
Montgomery Transportation Group
11.2017 - 12.2020
Driver Manager
Montgomery Transportation Company
10.2016 - 11.2017
Bachelor of Science - Business Administration And Management
Troy University
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