Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Morin

Lowell,MA

Summary

Dynamic customer service professional with extensive experience in addressing and resolving customer issues. Recognized for a strong commitment to team collaboration and consistently achieving positive outcomes. Reliable and adaptable, equipped with exceptional communication and problem-solving skills that enhance customer satisfaction and drive operational success. Passionate about delivering outstanding service and fostering lasting client relationships.

Overview

11
11
years of professional experience

Work History

Internal customer service representative/ live chat agent

Dell Corporation
08.2022 - 08.2024
  • Provided live support for onsite and urgent customer related issues across global regions
  • Verified invoices and proof of purchase for assets and their related warranties and contracts
  • Handled both internal and external customers who were unhappy with their provided support
  • Worked with other team members from other countries on a daily basis
  • Translated different languages daily as needed for specific support issues
  • Maintained a high level of professionalism and customer service etiquette
  • Stayed up to date on product knowledge and company policies

Team lead for technical support

Dell Corporation
11.2020 - 08.2022
  • Team leader for newly created tech support group.
  • Helped integrate the team across different companies and transitioned people from longtime roles into new ones.
  • Managed day to day workload activities such as case distribution and relaying specific work to specialist’ teams
  • Attended weekly & monthly meetings with individuals, as well as other leaders in management settings

Senior Inventory Analyst

EMC Corporation
02.2014 - 11.2020
  • Monitored and maintained internal database of all assets and contracts for the company
  • Worked with internal customers by phone call/email to assist with urgent related corrections needed for dispatching service
  • Prepared reports on a daily and weekly basis to update customer information
  • Helped troubleshoot missing customer data created by internal tools and assisted with corrections
  • Researched and regenerated software licenses on an individual basis, including cloud data management
  • Assisted with both physical and administrative moves of all customer data to locations in the internal US, and Int’l.

Education

College of Sciences

University of Massachusetts Lowell
Lowell, MA
05.2013

Skills

  • Experienced with MS Office applications
  • Project coordination
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Complaint resolution
  • Client relations
  • Professional telephone demeanor
  • Administrative support
  • Customer relationship management (CRM)
  • Call center operations

Timeline

Internal customer service representative/ live chat agent

Dell Corporation
08.2022 - 08.2024

Team lead for technical support

Dell Corporation
11.2020 - 08.2022

Senior Inventory Analyst

EMC Corporation
02.2014 - 11.2020

College of Sciences

University of Massachusetts Lowell

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