Summary
Overview
Work History
Education
Skills
Timeline
Generic

MATTHEW LECEY

Mount Prospect,IL

Summary

Service representative and Service advisor pursuing a leadership role or supportive role. Skilled in training staff members on any regimen and establishing rapport with clients and customers. Self-motivated with exceptional communication and computer skills, as well as adaptive to system and process changes. A Personable and self-motivated team player with strong attention to detail. Maintains a high level of professionalism and maturity while providing consistent and quality service. Experienced in public relations, relationship building, and management development. Strong active customer service rep with over 7 years of experience in customer service, as well as 5 years of call center experience. Meticulous representative, who excels in tasks and rises to the challenge when working under pressure. Industry experience includes Technical Support, Collision and Call center, Retail, and Healthcare.

ACCOMPLISHMENTS :

  • Able to help generate revenue in sales by coming up with great marketing tactics.
  • Able to advance from Trainee to Senior in just three years and excelling at any task given during that time.
  • Able to make the top 10 in production goals multiple times and ready to conquer any project.
  • Helped develop multiple templates for business purposes that helped bring success to those departments.

Overview

11
11
years of professional experience

Work History

Automotive Service Advisor

Autonation Hyundai Ohare
07.2023 - Current
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Answered questions and provided information about recommended services for their vehicles health.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Greeted customers and made sure to maintain a friendly and professional attitude while taking care of the service.
  • Showed up early and on time for my shift stayed late to ensure customers were taken care of.
  • Worked with a team to exceed goals set for the month as well as obtained my own personal goals set.
  • Was able to gain my service advisor certificate in 5 months from starting at my position.

Customer Service Associate SME Sr

Service King/Crash Champions
04.2018 - 07.2023
  • Asked open-ended questions to assess customer needs.
  • Made average of 100 calls per day by addressing customer inquiries, scheduling appointments, and providing excellent customer service.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Answered customer telephone calls promptly and in the appropriate manner.
  • Made up to 70 calls and scheduled up to 25 appointments daily for estimates, and repairs as well as setting up tows.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
  • Educated customers about our brand to incite excitement about the company’s mission and values.
  • Participated in Culture Club and Company planning meetings and events and came up with ideas to boost team morale.
  • Worked with insurance companies and adjusters to help their customers promptly and efficiently.
  • Obtained multiple compliment calls and emails for excellent customer service.
  • Worked directly with shops and General Managers to improve overall Customer Satisfaction scores by 25% or more.
  • Was assigned multiple projects and was able to accomplish them all accurately and efficiently.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Set and adjusted schedules to maintain optimal coverage and service levels.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Produced and updated documents, reports, and tracking spreadsheets using Word, Excel, and Outlook.
  • Managed overtime, shift swaps, breaks, and PTO requests.
  • Planned, monitored, and appraised employee work results by training managers to coach and discipline employees.
  • Maintained average ABA goals and pending assignment goals daily and planned strategies to increase targets while improving ABA

Customer Service Representative

Dovenmuehle Mortgage
01.2018 - 03.2018
  • Answered an average of 50 calls per day by addressing customer issues, solving online problems and providing information on their loan acct info, as well as help with updating acct info.
  • Greeted borrowers when answering the call with professionalism and made sure to ascertain what each borrower wanted or needed.
  • Advised clients on mortgage, educational and personal loans.
  • Maintained friendly and professional borrower interactions.
  • Maintained strict confidentiality of bank records and client information.
  • Identified and resolved borrower billing and payment issues either with online payments or PBP.
  • Politely assisted borrowers via telephone.
  • Investigated and resolved borrower inquiries and complaints and issues in a timely and empathetic manner.
  • Recipient of multiple positive compliment calls acknowledging dedication to excellent customer service.

Customer Service Support

AT&T
05.2017 - 11.2017
  • Politely assisted customers over the telephone.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Identified chronic customer issues by creating and maintaining customer complaint log.
  • Managed call flow and responded to technical support needs of customers.
  • Followed up with clients to ensure optimal customer satisfaction Politely and Promptly handled Customer requests Followed up with Customer in timely order for updates on dispatches, as well as Network updates.
  • Managed high call volume with tact and professionalism.

Data Entry Clerk

Get Productive
04.2017 - 05.2017
  • Stacked and stored pallets at end of assigned shifts to keep the warehouse clean and organized.
  • Used item numbers to properly stock the warehouse.
  • Entered numerical data into databases in a timely and accurate manner.
  • Tracked time spent on assignments each day for productivity reporting.

Warehouse Materials Manager

Alexian Brothers Medical Group
01.2017 - 04.2017
  • 2451 Lively Boulevard Used item numbers to properly stock warehouse.
  • Stacked and stored pallets at the end of the shift to keep warehouse clean and organized.
  • Pallet Jacks Customer Service Inventory Control Continual Process Improvement Material Handling Supervised Material Flow ACCOMPLISHMENTS Manager excelling at customer satisfaction and retention.
  • Pre and post-sales support specialist.
  • Flexible and hardworking in deadline-driven environments.
  • Customer Specialist driven to exceed sales goals and build long-term relationships with customers and delivers positive experiences through high-quality customer care.
  • Promoted to Facilities Maintenance Supervisor after 3 years of employment Carefully maintained sanitation Exceptional customer service Monthly inventory Control Customer satisfaction Account executive.

Director of Operations

Chick-fil-a Kildeer
08.2016 - 12.2016
  • Answered an average of 8-12 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Earned management trust by serving as the key holder, responsibly opening and closing store.
  • Politely assisted customers in person and via telephone.
  • Communicated with vendors regarding back order availability, future inventory, and special orders.
  • Successfully acquired an average of 35-50 new customers per month, generating a 30% growth in revenue.
  • Provided an elevated customer experience to generate a loyal clientele.
  • Effectively communicated with and supported sales, marketing, and administrative teams on a daily basis.
  • Managed a staff of 20 people.
  • Executed training programs.
  • Developed monthly reports.
  • Gave presentations on area growth and progression.

Director

Chick - Fil - A Mount Prospect
01.2013 - 08.2016
  • Achieved high customer satisfaction for creating long-term relationships that generated a 30% sales increase.
  • Described product to customers and accurately explained details and care of products.
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Answered telephone calls and responded to inquiries.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Trained new cashiers on procedures, customer service and sales techniques.
  • Operated the drive-through window and sales register quickly and efficiently.
  • Promoted from Team Leader to Assistant Manager within 6 months.
  • Up-sold Additional Menu Items Communicated operational issues and changes to supervisor on regular basis.

Education

High School Diploma -

Lincoln Academy
Houston
2013

Bachelor of Science - Business Administration

Robert Morris University
Elgin

Skills

  • Creative problem solver
  • Training development aptitude
  • Efficient in getting tasks done
  • Has good knowledge of Tow process and procedures and has helped with tow tickets and GHRN followups
  • Consistent in following up on assigned tasks
  • Self-motivated
  • Adheres to customer service procedures and processes
  • Quality towards all areas of position for company
  • Microsoft Outlook, Word, and Excel
  • Team player
  • Good work ethic
  • Flexible
  • Creative problem solver who is good at finding solutions

Timeline

Automotive Service Advisor

Autonation Hyundai Ohare
07.2023 - Current

Customer Service Associate SME Sr

Service King/Crash Champions
04.2018 - 07.2023

Customer Service Representative

Dovenmuehle Mortgage
01.2018 - 03.2018

Customer Service Support

AT&T
05.2017 - 11.2017

Data Entry Clerk

Get Productive
04.2017 - 05.2017

Warehouse Materials Manager

Alexian Brothers Medical Group
01.2017 - 04.2017

Director of Operations

Chick-fil-a Kildeer
08.2016 - 12.2016

Director

Chick - Fil - A Mount Prospect
01.2013 - 08.2016

High School Diploma -

Lincoln Academy

Bachelor of Science - Business Administration

Robert Morris University

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MATTHEW LECEY