Summary
Overview
Work History
Education
Skills
ADDITIONAL INFORMATION
Timeline
Generic

Matthew Heron

Avon,USA

Summary

Dedicated professional with 12 years of management experience, I possess strong leadership skills, exceptional interpersonal abilities, and a dedicated work ethic. I have consistently delivered outstanding results while effectively leading teams and fostering a collaborative work environment. My diverse background allows me to make strategic decisions, develop and execute plans, and adapt to evolving business landscapes. I prioritize creating a positive work culture that encourages collaboration and personal growth. With excellent communication skills, I build strong relationships with colleagues, clients, and stakeholders. Known for my dedication and initiative, I consistently meet deadlines and strive for excellence. I am a knowledgeable security officer with solid background in maintaining secure environments. Proven track record of effectively managing access control, conducting thorough patrols, and resolving security incidents promptly. Demonstrated expertise in surveillance and risk assessment, ensuring safety and security of assets and personnel.

Overview

16
16
years of professional experience

Work History

OPERATIONS MANAGER

Massachusetts General Hospital
08.2011 - Current
  • Responsible for 50 plus direct reports including for supervisors, and up to 98 non-direct reports per shift.
  • Collaborate with clinical and non- clinical departments to ensure safe patient care.
  • Responds to all hospital emergencies, such as floods, fire, power outages and etc.
  • Manage employee schedules, payroll, and yearly reviews.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Devised processes to boost long-term business success and increase profit levels.
  • Directed initiatives to achieve regulatory compliance, foster good manufacturing practices and meet component quality standards.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
  • Lead warehouse improvement initiatives to advance operational efficiencies and increase revenue.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.

Designated Security Officer ( Second Shift)

Mass General Hospital
01.2023 - Current
  • Reported suspicious activities and persons to law enforcement.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Improved overall security by conducting regular patrols and monitoring surveillance systems.

MERCHANDISING SERVICE ASSOCIATE

Lowes
10.2019 - 12.2022
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Helped generate sales and identified leads.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.
  • Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.

SERVICE DESK TEAM LEADER

Home Depot
06.2017 - 07.2019
  • Verify associates are returning, releasing and selling customer orders properly.
  • Ensure all orders and deliveries are on schedule, damage free, of good quality, and are ready for the customer.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Answered user product attribute and usage questions to promote satisfactory product ownership experience.

TEAM LEADER OF SURGICAL TRAMA CLUSTER

Massachusetts General Hospital
06.2009 - 07.2011
  • Acts as team lead of five in-patient Surgical Trauma units assisting in success of the USAs.
  • Collaborate with the Operations Manager identifying and meeting learning needs of staff.
  • Acts as role model and delegates assignments to maintain clean and orderly appearance.
  • Provide USA coverage and perform all duties of a USA for training and other circumstances.
  • Provide resource management, coaching, and training to USAs in conjunction with leadership.
  • Responsible for one on one training and re training needs indicated by quality assurance checks.
  • Conduct regular inspections of discharge rooms, stocking, and proper Personal Protective Equipment use.

Education

Bachelor of Science - Business Management

Southern New Hampshire University
Hooksett, NH

Skills

  • Administrative Support
  • Data Processing
  • Product Training
  • Team Collaboration
  • Customer Service
  • Project Management
  • Service Order Flow
  • Procurement
  • Performance Goals
  • PeopleSoft and Oracle
  • Customer service
  • Team leadership
  • Problem-solving
  • Customer relationship management

ADDITIONAL INFORMATION

2x winner of Homer Award for outstanding customer service Created Service Desk Recognition program (Service Department Associate of the Month) to recognize associate going above and beyond for customers

Timeline

Designated Security Officer ( Second Shift)

Mass General Hospital
01.2023 - Current

MERCHANDISING SERVICE ASSOCIATE

Lowes
10.2019 - 12.2022

SERVICE DESK TEAM LEADER

Home Depot
06.2017 - 07.2019

OPERATIONS MANAGER

Massachusetts General Hospital
08.2011 - Current

TEAM LEADER OF SURGICAL TRAMA CLUSTER

Massachusetts General Hospital
06.2009 - 07.2011

Bachelor of Science - Business Management

Southern New Hampshire University