Matthew Crow
Product Support Supervisor
Olathe,KS
Summary
Driven Product Support Supervisor with a proven track record at Oracle, adept in Service Level Agreement Management and team motivation. Excelled in enhancing customer satisfaction and retention, consistently achieving sales targets at Furniture Mall of Kansas. Skilled in leveraging issue tracking and escalation management to surpass performance metrics.
Overview
7
7
years of professional experience
Work History
Product Support Supervisor
Oracle
07.2018 - Current
- Assisted in onboarding new employees, ensuring a smooth transition into the organization and adequate knowledge transfer within the product support department.
- Provided ongoing training and professional development opportunities for team members to enhance their expertise in supporting customers effectively.
- Maintained up-to-date knowledge of industry trends and developments, using insights to inform support strategies for emerging products or features.
- Managed a team of product support specialists, ensuring timely resolution of customer issues.
- Developed and maintained strong relationships with clients for better customer satisfaction and retention.
- Oversaw and tracked performance metrics to identify areas for improvement in the support process.
Sales Associate
Furniture Mall of Kansas
09.2017 - 05.2018
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
Bachelor of Arts - Organizational Leadership
MidAmerica Nazarene University
Olathe, KS 05.2001 -
Skills
Service Level Agreement Management
Ticket management
Results-driven mindset
Team motivation
Issue Tracking
Escalation management
Decision-Making
Timeline
Product Support Supervisor
Oracle
07.2018 - Current
Sales Associate
Furniture Mall of Kansas
09.2017 - 05.2018
Bachelor of Arts - Organizational Leadership
MidAmerica Nazarene University
05.2001 -