Matthew Gorman
Tewksbury,MA
Summary
Dynamic Customer Service Supervisor with proven leadership in team management, training, and conflict resolution. Expertise in optimizing workflows and enhancing customer satisfaction through effective communication and problem-solving.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Customer Service Supervisor
MilliporeSigma
Burlington, Massachusetts
2024.08 - Current
- Supervised customer service team, ensuring high-quality support and communication.
- Trained staff on company policies and customer interaction best practices.
- Managed scheduling and workflow to optimize team productivity and service delivery.
- Resolved complex customer inquiries, providing effective solutions in a timely manner.
- Conducted performance reviews, offering feedback to improve employee skills and efficiency.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
Customer Service Representative
MilliporeSigma
Burlington, Massachusetts
2020.11 - 2024.10
- Maintained customer satisfaction with forward-thinking strategies focused on addressing
customer needs and resolving concerns. - Advised and assisted customers, addressing special needs and preferences.
- Responded to customer requests for products, services and company information.
- Delivered customer support to internal and external clients, ensuring timely assistance.
- Fielded customer questions regarding available merchandise, sales, current prices and
upcoming company changes.
Customer Service Representative
Abcam
Cambridge, Massachusetts
2020.01 - 2020.11
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Took special orders in person and over telephone, generating additional revenue every month.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
Customer Service Representative
EMD Millipore Corporation
Billerica,, ME
2013.09 - 2019.09
- Enhanced customer satisfaction through effective communication and problem-solving skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product inquiries and order processing.
- Resolved issues by coordinating with various departments and stakeholders.
- Collaborated with sales teams to ensure seamless order fulfillment processes.
Education
High School Diploma -
Tewkbury Memorial High
Tewksbury2001-06
Skills
- Customer relationship management
- Service delivery
- Conflict resolution
- Issue resolution
- Handling escalations
- Scheduling optimization
- Performance evaluation
- Team leadership
- Task delegation
- Team building
- Verbal and written communication
Certification
- Certified Recovery Coach
Timeline
Customer Service Supervisor
MilliporeSigma
2024.08 - Current
Customer Service Representative
MilliporeSigma
2020.11 - 2024.10
Customer Service Representative
Abcam
2020.01 - 2020.11
Customer Service Representative
EMD Millipore Corporation
2013.09 - 2019.09
High School Diploma -
Tewkbury Memorial High