Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
Matthew Brooks