MATTHEW FERRO
Warrenville,IL
Summary
Enthusiastic, exceptionally versatile Account Manager with a proven track record at Padma's Plantation furniture company with more than 23 years of excelling in client relationship building and issue resolution.
Enhanced customer satisfaction through tailored service and effective communication, achieving a high client retention rate. Skilled in operations and sales development, leveraging strong problem-solving abilities to drive revenue growth.
I exhibit strong command of company's customer service policies and remain well-trained in product knowledge to offer quick and accurate assistance to customers. I operate at high level to consistently meet or exceed business quality and productivity standards.
Overview
26
26
years of professional experience
Work History
Account Manager/Senior Customer Service Associate
Padma's Plantation
West Chicago, IL
03.2002 - Current
- Cultivated strong client relationships, enhancing customer satisfaction and loyalty.
- Implemented process improvements that streamlined operations and increased efficiency in service delivery.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Negotiated prices, terms of sales and service agreements.
- Informed customers of promotions to increase sales productivity and volume.
- Resolved complex customer issues, utilizing strong problem-solving skills to achieve positive outcomes.
- Greeted customers and listened closely to problems described to determine solutions.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Took cash and credit card payments via phone, in person, and through email.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Created and maintained detailed database to develop promotional sales.
Warehouse Worker
The Bramble Company
Wood Dale, IL
01.1999 - 02.2002
- Received, inspected, and organized incoming shipments for optimal storage.
- Ensured accurate order picking and packing for timely delivery to customers.
- Conducted regular inventory checks to maintain stock accuracy and prevent shortages.
- Maintained cleanliness and organization of warehouse environment for safety compliance.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as [Number] pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
- Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.
- Achieved timely dispatch of orders using effective time management strategies during the picking process.
- Maximized available storage space by utilizing vertical stacking techniques when arranging inventory items.
- Assisted in the training and onboarding of new employees, contributing to a cohesive and efficient workforce.
- Achieved near-perfect inventory accuracy through diligent cycle counting and discrepancy resolution.
- Optimized storage space, rearranging items to better utilize available square footage.
- Increased customer satisfaction by ensuring accurate and timely dispatch of orders.
- Reduced order processing times with meticulous attention to order picking and packaging.
- Streamlined receiving process to minimize idle time, carefully inspecting and sorting incoming shipments.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Maintained clean, orderly work environment free of hazards.
- Assisted in receiving, stocking and distribution of merchandise.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Moved furniture and boxes using utility dolly and truck ramp.
- Surrounded items in cling film, padded blankets, and tape to protect from damage.
Receiving Clerk
Tower Records
Bloomingdale, IL
07.1997 - 11.1998
- Managed incoming shipments, verifying accuracy against purchase orders and packing lists.
- Organized and maintained inventory storage areas for optimal space utilization.
- Maintained tidy, organized and safe work area to comply with cleanliness standards.
- Regularly reviewed invoices and double-checked orders.
- Unloaded pallets and deliveries and organized products in warehouse.
- Reduced errors and discrepancies by meticulously verifying shipment contents against purchase orders and invoices.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Unloaded and unpacked incoming shipments to facilitate orders and verify accuracy of contents.
- Properly labeled and stored goods in safe area to provide identification and avoid losses.
- Maintained accurate inventory records through diligent data entry, updating, and filing.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
Factory Assembler
Candence
Lutz, FL
03.1996 - 06.1997
- Assembled components to meet production specifications and quality standards.
- Operated machinery and tools efficiently to enhance assembly line productivity.
- Collaborated with team members to optimize workflow and reduce assembly time.
- Enhanced product quality through meticulous attention to detail and adherence to company standards.
- Ensured timely completion of production orders through effective time management and prioritization skills.
- Expedited order fulfillment by efficiently assembling products according to customer specifications and requirements.
- Maintained a safe working environment by adhering to safety protocols and reporting any hazards or incidents.
- Upheld high-quality standards for assembled products while consistently meeting production quotas.
- Completed durable assemblies and subassemblies with hand and power tools.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Completed tasks on time to meet quality and safety standards.
Education
High School Diploma -
West Chicago Community High School
West ChicagoSkills
- Account management, oversight, and development
- Customer Service, Customer satisfaction
- Teamwork and collaboration
- Customer Relationship building and management
- Sales development
- Issue resolution
- Goals and performance
- Project management
- Documentation and reporting
- Client rapport
- Sales reporting
- Upselling
- Operations
- Account servicing
- Revenue generation
- Marketing
- New account creation
- Client development
- Client acquisition
- Order management
- Overcoming objections
- Vendor relations
- Staff management
- Sales expertise
- Vendor management
- Brand management
- Converting leads
- Customer rapport
- Order processing
- Sales forecasting
- Sales techniques
- Database management
- Prioritizing workflows
- Coordinating documents
- Sales tactics
- Lead generation
- Account verification
- Cost reviewing
- Internet savvy
- Campaign execution
- Systems and software expertise
- Multiple Software expertise
- National accounts
- Researched sales leads
Accomplishments
• Account Manager, Customer Service
• Sales
• Ecommerce management
• Order processing
• Invoicing
• Data Entry
• Maintain Website: Product Listings, Pricing
• Copywriter: Catalog and website item description writer
• Graphic design: Photo editing and creation
• Inventory management: Keep track of inventory
• Purchasing – Analyze what is being sold and forecast for future inventory purchases
• Artificial Intelligence prompting / creating
• Warehouse: picking / packing orders, load / unload trucks, receiving
• Manufacturing - Factory product assembly
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SOFTWARE USE:
• QuickBooks
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Photoshop
• A.I.: ChatGPT, Grok, Gemini, Copilot
Languages
English
Native or Bilingual
Timeline
Account Manager/Senior Customer Service Associate
Padma's Plantation
03.2002 - Current
Warehouse Worker
The Bramble Company
01.1999 - 02.2002
Receiving Clerk
Tower Records
07.1997 - 11.1998
Factory Assembler
Candence
03.1996 - 06.1997
High School Diploma -
West Chicago Community High School