MATTHEW MALCOLM
Pasadena,California
Summary
Accomplished sales veteran with track record of success, a focus on leading from the front and a passion for collaborative success. I am self starter, adept and working independently but prefer the energy of a team environment. I am a High-energy sales leader with proven relationship-building skills and significant background working with both consumers and business professionals.
Overview
18
18
years of professional experience
Work History
Senior Sleep Expert / Assistant Store Manager
Mattress Firm
Los Angeles, CA
08.2021 - Current
- As both a Sleep Expert and Senior Sleep Expert, I applied a combination of Mattress Firm sales process, digital tools and my decades of sales experience to help win "Customers for Life" with every interaction.
- Maintained day-to-day operations of the store via meticulous opening and closing procedures including; sale updates, addressing customer concerns before, during and after the sale, ensured showrooms are clean and inviting and led by example by implementing and utilizing a daily in store checklist.
- Worked within and helped manage multiple stores within the district including new openings as as well as legacy stores. Collaborated closely with several managers new to Mattress Firm as well as new Sleep Experts in both on-boarding and their continuous development.
- Utilized daily, weekly and quarterly data reporting to identify areas of opportunity for myself, my store and the district resulting inmeasurable YOY improvements in critical KPI's such as; Gross Dollars, Mattress Units and Adjustable Base Attachment. Additionally, helped coach associates in understanding the various data reports to help them see increases across the board.
- Early adapter and champion of new technology initiatives such as Mattress Matcher, Project R.E.S.T. and DreamHub. Assisted in "cross-pollination" with other stores on best practices for underperforming associates.
- Emphasis on maintaining high staff morale through positive thinking and affirmations, particularly in difficult or slow times. Helped foster a culture of continued improvement through self-accountability, leading from the front and suggesting a "leaders are readers" mentality.
Travel Sales Consultant
Viking Cruises
Woodland Hills, CA
01.2017 - 01.2021
- Worked via telephone and email with travel agents and their clients to facilitate the best cruise vacation experiences.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Educated & upsold the benefits of land extensions, upgraded airfare and all related cruise amenities including travel protection insurance for travel agent partners and their clients.
- Consistently ranked in top 30% of sales, upsell and call quality metrics.
- Responded to customer inquiries to drive highest level of customer service and develop and continually enhance relationships.
- Several recognitions company wide as a "True Team Player" for both performance and collaboration across multiple departments.
Sales Director
R & B Supply Co.
Van Nuys, CA
03.2006 - 01.2017
- As Sales Director, helped guide the sales teams efforts by focusing on increasing sales by better customer engagement, increased call volume and motivation.
- Concurrently manged direct sales to my own account base which improved my ability to lead, organize and multitask immeasurably.
- As needed, Cold calling of up to 100-125 outbound calls per day to generate new business for both my account base and company-wide.
- Aided in training and continued coaching of a diverse group of both experienced and brand new sales professionals.
- Oversaw several employee recruiting efforts, implemented several best practices company-wide as well as consulted with management on a company expansion.
- Built and maintained relationships with peers and upper management to drive team success.
Senior Appointment Scheduler
Danmer Custom Shutters
DanmerVan Nuys, CA
02.2008 - 02.2014
- Directly handled inbound calls for scheduling of in-home design consultations, customer service issues and internal customer requests.
- Worked closely with management and field representatives to ensure proper expectations for in home quotes ensured optimal scheduling and routing of field consultants through mapping and in house scheduling software.
- Promoted to shift lead which added supervision of closing shift and nightly metric reporting duties. Over a 9 month period, improved team morale and motivation to help us achieve an overall 18% growth in that shifts overall performance.
- Managed and Worked regularly with an outbound sales team, making calls to previous customers to solicit new consultation appointments.
Education
Associate of Arts - Political Science
Pasadena City College
Pasadena, CA06.2024
Skills
- Sales Methodologies Expert
- Closing Techniques
- Employee Performance Analysis & Coaching
- Customer Focused Service Skills
- Multi-platform PC, CRM & POS systems
- Phone/Virtual Presentations
- Verbal/written Communication
- Results Driven Project Management
- Critical Thinking
- Employee Onboarding and Mentoring
- Peer Collaboration
- Retail Operations
- Staff Scheduling
Timeline
Senior Sleep Expert / Assistant Store Manager
Mattress Firm
08.2021 - Current
Travel Sales Consultant
Viking Cruises
01.2017 - 01.2021
Senior Appointment Scheduler
Danmer Custom Shutters
02.2008 - 02.2014
Sales Director
R & B Supply Co.
03.2006 - 01.2017
Associate of Arts - Political Science
Pasadena City College