Matthew J. Junk

• Delivered strategic guidance on product usage, enhancing customer value.
• Coached internal teams to provide exceptional service throughout customer lifecycle.
• Collaborated with cross-functional teams to ensure smooth onboarding of new customers.
• Facilitated training sessions for effective management of enterprise accounts.
• Established partnerships across departments to deliver seamless customer support.
• Negotiated renewal contracts, preserving long-term relationships with clients.
• Created engaging content including webinars and case studies for enterprise clients.
• Maintained current knowledge of industry trends and competitor offerings.

Key Achievements:

• Managed 58 accounts, representing $3.2M in ARR.
• Retained 96% of accounts by cultivating strong partnerships, and delivering consistent value.
• Spearheaded $660K in expansion revenue in 2024.
• Developed an internal onboarding curriculum and mapped the customer journey framework. Developed the customer journey.

• Planned and directed training workshops for new hires and team leaders to enhance skills.
• Assisted with developing a culture of continuous improvement among employees through coaching and mentoring activities.
• Collaborated with cross-functional teams to create new process designs that incorporated lean principles.
• Designed and updated training materials to optimize processes and procedures.
• Achieved 38% reduction in plantwide downtime through autonomous maintenance program implementation.
• Awarded Chairman's Safety Award for significant safety improvements, reducing incidents by five.
• Managed one direct report, fostering professional development and performance excellence.

• Spearheaded functions related to new hire paperwork and personnel file updates.
• Screened applicants and scheduled interviews to identify qualified candidates.
• Onboarded new hires through comprehensive plant-level orientation programs.
• Trained 300 employees in 2016, enhancing team skills and productivity.
• Sourced potential talent by reviewing applications and conducting interviews.
• Addressed employee inquiries regarding benefits and paycheck information.

• Educated customers on claims process, clarifying documentation requirements through telephone guidance.
• Accurately logged verbal and written application details in claims management system.
• Recognized as Customer Service Representative of the Month twice for exceptional performance.
• Updated customer records with any changes in contact information or preferences.
• Answered incoming calls from customers promptly and professionally.