Matthew Hunter
Cary,NC
Summary
Dynamic Customer Service Manager with proven expertise at Bedford Falls Book Fairs in enhancing customer satisfaction and loyalty. Skilled in conflict resolution and team leadership, I successfully reduced complaints through proactive solutions and effective training. Through meticulous care with each and every customer (up to 60 per week) I helped build and maintain relationships with all clients. Proficient in IT support services, I excel in fostering strong client relationships and optimizing team performance.
Overview
10
10
years of professional experience
Work History
Customer Service Manager/IT Tech Support Specialis
Bedford Falls Book Fairs
Garner, NC
02.2022 - 02.2025
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Personally dealt with up to 50-60 customers per week, answering hundreds of calls while still performing other work-related duties.
Warehouse Lead
Amazon Sort Center
Durham, NC
01.2021 - 02.2022
- Trained employees on equipment operation and safety protocols.
- Managed a team of warehouse personnel, delegating tasks effectively to optimize workflow.
- Managed day-to-day operations of warehouse, freight and parcel shipments, returns, and transfers.
- Followed verbal and written instructions to properly move and ship products.
- Loaded, unloaded, and sorted cargo as part of accurate and efficient weekly shipments.
Customer Service Representative
Lowe's Home Improvement
Cary, NC
07.2015 - 11.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Arts - English Language, Writing And Rhetoric
North Carolina State University
Raleigh, NC12-2020
Skills
- Customer Engagement
- Team Leadership
- Conflict Resolution
- IT Support Services
- Proficient in Conflict Resolution
- Workforce Development
- Microsoft Proficiency
- Clear Interpersonal Communication
- Client Relationship Management
- Detail-Oriented Data Input
Timeline
Customer Service Manager/IT Tech Support Specialis
Bedford Falls Book Fairs
02.2022 - 02.2025
Warehouse Lead
Amazon Sort Center
01.2021 - 02.2022
Customer Service Representative
Lowe's Home Improvement
07.2015 - 11.2016
Bachelor of Arts - English Language, Writing And Rhetoric
North Carolina State University