Matthew Brooks
Kannapolis,NC
Summary
Proactive Account Executive, proudly known for providing high levels of customer support and assistance. Passionate and determined with a willingness to work hard and drive company profits. Experienced with diverse mobile devices, brands and providers.
Overview
7
7
years of professional experience
Work History
Associate Tech Support Representative
LPL Financial
10.2021 - Current
- Escalation support for a more personal experience with Advisors.
- Specialization with email support (Outlook with knowledge in Exchange Emails) as well as other tools LPL Financial has to offer.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Collaborated with other departments to pinpoint where we can improve our customer experience and notify developers of any known issues.
- Provided professional services and support in a dynamic work environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Run trainings with colleagues to our frontline staff to empower their phone calls.
Technical Support Help Desk
LPL Financial
09.2020 - 10.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Walk customers through thorough step-by-step instructions to help understand our products.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
National Retail Account Executive
Sprint
11.2019 - 07.2020
- Led market in sales though effective communication and team building.
- Supported indirect distribution through National Retail Sales Channels(Costco, Sam's Club, Best Buy and Wal-Mart) in the Charlotte market.
- Responsible for all national retail partners to be trained on the Sprint brand, understanding what we offer, as well as knowing new promotions.
- Identified opportunities for growth in skill and knowledge level of sales reps and used, training materials, role plays, as ways to help understand how to reach those opportunities.
- Met monthly with Market Managers to go over results for the month, ways we can improve the business, and how we can accomplish those goals.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Demonstrated products and specific features at customer locations and special events.
Mobile Sales Consultant/Sprint Expert
Best Buy
11.2016 - 11.2019
- Well versed in multiple departments (mobile, computers, & home theater primarily)
- Well versed with all mobile carriers (Major Carriers & Pre-Paid)
- Boosted sales numbers with proactive account servicing and diligent relationship-building.
- Demonstrated leadership by mentoring new and current employees with the latest information on mobile promotions, ways to implement mobile into associate's interaction to help increase revenue.
- Pleasantly greeted customers and determined individual needs by asking appropriate questions.
- Maintained weekly sales tracking and leadership reports to support operational enhancement and implement corrective actions.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Received training and certification from Sprint to represent brand, explain technical functions of mobile devices and guide product selection by customers.
- Troubleshot technical concerns regarding cell phone operations, applications and performance.
- Consulted with customers to assess desires and offered optimal products and services to meet individual needs.
Education
High School Diploma -
Murrieta Valley High School
Murrieta, CA Aug 2007 - 06.2011
Skills
Self-motivated
Timeline
Associate Tech Support Representative
LPL Financial
10.2021 - Current
Technical Support Help Desk
LPL Financial
09.2020 - 10.2021
National Retail Account Executive
Sprint
11.2019 - 07.2020
Mobile Sales Consultant/Sprint Expert
Best Buy
11.2016 - 11.2019
High School Diploma -
Murrieta Valley High School
Aug 2007 - 06.2011