Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Mckiernan

Philadelphia,PA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.


Specialize in quality, speed and process optimization. Offering exceptional interpersonal skills and strong desire to learn and grow in customer-focused environment. Brings solid understanding of communication techniques and problem-solving abilities to efficiently handle customer inquiries.


Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.


Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

22
22
years of professional experience

Work History

Supervisor

Wawa Inc
04.2017 - 02.2025
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Recommended promotions and new products to customers, thoroughly explaining details.
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
  • Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
  • Set overall vision and provided team leadership.

Contact Representative

Internal Revenue Service, IRS
06.2021 - 05.2024
  • Improved customer satisfaction by resolving issues efficiently and professionally.
  • Proactively identified potential areas of improvement within the contact center''s operations, offering suggestions and helping to implement changes that led to enhanced customer experiences.
  • Increased customer retention by expertly handling escalated issues in a timely manner.
  • Provided exceptional service by proactively addressing customers'' needs and concerns.
  • Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
  • Guided customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
  • Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
  • Trained new personnel regarding company operations, policies and services.
  • Identified and resolved discrepancies and errors in customer accounts.

Warehouse

Compass Industries
07.2013 - 04.2017
  • Readied product pallets for optimal storage and shipment, carefully organizing boxes and balancing weight.
  • Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
  • Managed product staging to efficiently transfer items between receiving, storage and shipping locations.
  • Operated company vehicles and heavy equipment with focus on safety and risk management.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
  • Transferred products of all sizes using overhead cranes, forklifts and other equipment, consistently meeting challenging performance goals.

Loss Prevention

Walmart
01.2010 - 06.2013
  • Upheld strict security and safety procedures to protect business from financial losses due to theft or careless mismanagement.
  • Attentively monitored store and surrounding areas for signs of attempted theft by customers or personnel, intervening when necessary.
  • Headed safety and loss prevention programs by guiding staff.
  • Developed and launched on-site client training seminars to foster understanding and implementation of loss control strategies.
  • Generated comprehensive reports documenting evidence of attempted theft and recovered merchandise.
  • Supported audits, shortage control initiatives, apprehensions and disposition by preparing and reviewing associated paperwork.
  • Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible and directing shoppers to safety.
  • Collaborated with law enforcement to detain and prosecute theft perpetrators, appearing in court hearings to provide honest and full eyewitness testimony of events.

Forklift Operator

Ocean Desert Sales
05.2003 - 06.2010
  • Used strapping and bracing techniques combined with proper balancing to prevent load shifting.
  • Transported inventory items to appropriate locations.
  • Moved pallets of merchandise using electric forklifts and electric pallets.
  • Coordinated with other lift truck drivers and production personnel to process orders efficiently.
  • Promoted delivery efficiency by accurately labeling and organizing containers.
  • Achieved production targets by maintaining high productivity levels and communicating effectively with team members regarding orders and fulfillment.
  • Kept records accurate and current by documenting all movements in company system.
  • Prepared orders for shipment by inserting associated paperwork, tagging boxes and scanning barcodes to upload package data to tracking system.

Education

GED -

Frankford High School
Philadelphia, PA

Skills

  • Business analysis
  • Priority management
  • Leadership
  • Issue resolution
  • Training and mentoring
  • Conflict resolution
  • Financial Management
  • Technical Support
  • Documentation
  • Cash Management
  • Record Keeping

Timeline

Contact Representative

Internal Revenue Service, IRS
06.2021 - 05.2024

Supervisor

Wawa Inc
04.2017 - 02.2025

Warehouse

Compass Industries
07.2013 - 04.2017

Loss Prevention

Walmart
01.2010 - 06.2013

Forklift Operator

Ocean Desert Sales
05.2003 - 06.2010

GED -

Frankford High School

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Matthew Mckiernan