Matthew Osmond

Owner and operator of an online record store. I market and sell collectable vinyl and other formats of music.

• Managed day-to-day business operations.
• Managed purchasing, sales, marketing and operations efficiently.
• Provided top tier customer service and currently have a 100% customer satisfaction with over 3,000 positive reviews.

• Collaborated with team members on data validation, derived key insights, coordinated and prioritized tasks and communicated updates about fixes.
• Gathered and submitted observational information in addition to required data points.
• Corrected data entry errors to prevent duplication or data degradation.
• Used computer software to store and retrieve data.
• Assisted with developing data entry processes.

Volunteer and underwriter

• Director of New Market Development/Regional Director of South East Asia
• General Manager of The Philippines, while assisting Thailand, Singapore, Malaysia, and Taiwan
• Oversaw product registration
• Acted as liaison to South East Asia offices and the corporate office
• Emcee for two Global Conventions (2008 and 2010)
• Successfully opened the Australia, New Zealand, Nigeria, Ukraine, UAE, and Jamaica markets and aided in the opening of the India market
• Managed customer relations, web development and product registration
• Customer Service Manager in the Orem, Utah Office
• Gained strong leadership skills by managing projects from start to finish.
• Worked flexible hours across night, weekend, and holiday shifts.
• Worked well in a team setting, providing support and guidance.
• Skilled at working independently and collaboratively in a team environment.
• Cultivated interpersonal skills by building positive relationships with others.

• Account Manager for multiple accounts
• Successfully implemented and managed growth for major insurance companies that brought customer service agents from 50 to 300+
• Extensive experience with offshore and European operations
• Integration of Xtrasource contact center operations with Sento for new offices in Europe and North Carolina
• Provided onsite subject matter expertise and consulted third-party Indian call center providers, including onsite visits
• Developed, implemented contact service plans, and managed customer support for: Merlot, high-speed Internet connectivity provider, FLS, outbound surveying for government campaigns and Ojo; Internet personal video communication device
• Managed customer and contact support for: Intuit, TurboTax, with 250 agents during 2003 tax season and 2001-2002 off-season periods
• Managed chat support in India for 2002 tax season
• ProFlowers, providing supplemental customer support group during seasonal peaks of Mother’s Day 2004 and Valentine’s Day 2005
• Organized methods to help maintain high level of quality and customer satisfaction.