Microsoft 360
Matthew Ketchum
Port Richey,FL
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Service Manager
Ferman Volvo Tarpon Springs
12.2004 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
District Manager
Wendys Restaurant
03.1999 - 06.2004
- Supervised 12 locations to enforce high-quality standards of operation.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
- Evaluated store performance regularly using data analysis tools to identify areas of improvement and implement targeted action plans for continuous growth.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
Education
Associate of Applied Science - Business Economics
High School Diploma -
1996
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Critical Thinking
- Reliable and Responsible
- Employee Training and Development
- Conflict Resolution
Accomplishments
- Achieved X-Time Customer Service Award by making customer service a priority, this award is issued to 1 dealer from across the country. As well as several other awards such as the Volvo Service Excellence Award 4 Times, Ferman Rockstar Award for leadership and profitability in the company.
- Achieved Volvo International Service Training Award (VISTA) 2 times for effectively passing national testing on Volvo knowledge and customer service.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Sales Force Administrator
Dealer Track
X-Time (Schedule and Inspect)
VinSolutions CRM
Reynolds and Reynolds Suite of Products
Shop Watch
Certification
SAP Certified
Sales Force Administration Certified
Google Analytics Certified
SEM and SEO Certifications
Timeline
Service Manager - Ferman Volvo Tarpon Springs
12.2004 - Current
District Manager - Wendys Restaurant
03.1999 - 06.2004
Pasco-Hernando State College - Associate of Applied Science, Business Economics
Ridgewood High School - High School Diploma,
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