Matthew Adkins
Huntington,WV
Summary
I am a versatile customer support and technician with strong skills in both customer service and technical support. I am committed to enhancing customer experiences and streamlining processes. I have extensive call center and customer service experience. I am skilled in resolving inquiries and implementing effective retention and sales strategies. I care about customer satisfaction and loyalty.
I also have experience in technical support from email, pc support, electronic hardware, and network issues. I do troubleshooting, system maintenance, and repairs. I am collaborative and adaptable to changing needs and consistently focused on achieving results. I am dedicated to being reliable and effective with communicating support and results.
Overview
1
1
Language
1
1
Certification
10
10
years of professional experience
Work History
Game Support Technician
Dave & Buster's
Barboursville, WV
07.2025 - Current
- Provide technical support for gaming systems, ensuring optimal functionality for patrons.
- Diagnose and resolved hardware and software issues efficiently, enhancing customer experience.
- Assist in equipment maintenance and troubleshooting to minimize downtime of arcade machines.
- Collaborate with team members to streamline ticket redemption processes, improving workflow efficiency.
Overnight Stock Associate
Walmart
Barboursville, WV
08.2024 - 12.2024
- Stocked shelves efficiently to ensure product availability and visibility for customers.
- Organized inventory in backroom to streamline restocking processes and enhance workflow.
- Monitored product expiration dates to maintain quality standards and reduce waste.
- Assisted with inventory counts, ensuring accuracy and consistency in stock levels.
- Collaborated with team members to prioritize tasks and meet overnight stocking goals.
- Adapted quickly to changing priorities, demonstrating flexibility in a fast-paced environment.
Retention Customer Service Representative
AT&T
Huntington, WV
07.2020 - 03.2021
- Developed personalized retention strategies to address customer needs and improve loyalty.
- Analyzed customer feedback to identify trends and implement proactive solutions for retention.
- Resolved customer inquiries and concerns efficiently, enhancing overall satisfaction.
- Collaborated with cross-functional teams to streamline service processes and reduce response times.
- Worked closely with other departments as needed to resolve complex customer issues efficiently.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
Customer Service Representative
GC Services
Huntington, WV
06.2019 - 04.2020
- Resolved customer inquiries via phone, email, and chat to ensure satisfaction and retention.
- Documented customer interactions accurately maintaining detailed records for future reference.
- Collaborated with team members to streamline processes and enhance service delivery efficiency.
- Assisted in training new representatives on company policies and customer service protocols.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service North America Associate CL
Amazon
Huntington, WV
10.2016 - 10.2018
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered positive customer service culture within the team which led to higher customer satisfaction rates.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Associate of Applied Science - Network Cybersecurity & Infrastructure Architect
Mountwest Community And Technical College
Huntington, WV05-2024
Associate of Applied Science - Network & Information Security
Mountwest Community And Technical College
Huntington, WV05-2023
Associate of Arts - Visual Communication
ITT Technical Institute
Barboursville, WV06-2012
High School Diploma -
Spring Valley High School
Huntington, WV06-2009
Skills
- Technical support
- Tech support
- Hardware diagnostics
- Technical troubleshooting
- Network configuration
- Operating systems
- Incident tracking
- Gaming software support
- Problem-solving
- Customer service
- Call center experience
- Work independently
Certification
- CCNA - Cisco Certified Network Associate
- CompTIA Security+
Languages
English
Timeline
Game Support Technician
Dave & Buster's
07.2025 - Current
Overnight Stock Associate
Walmart
08.2024 - 12.2024
Retention Customer Service Representative
AT&T
07.2020 - 03.2021
Customer Service Representative
GC Services
06.2019 - 04.2020
Customer Service North America Associate CL
Amazon
10.2016 - 10.2018
Associate of Applied Science - Network Cybersecurity & Infrastructure Architect
Mountwest Community And Technical College
Associate of Applied Science - Network & Information Security
Mountwest Community And Technical College
Associate of Arts - Visual Communication
ITT Technical Institute
High School Diploma -
Spring Valley High School