Matthew Pearce
Orange,CA
Summary
Dynamic Sales Help Desk Manager at ADP with a proven track record in enhancing support efficiency and client satisfaction. Expert in help desk support and team leadership, I successfully implemented training protocols that boosted first-contact resolution rates. Adept at strategic planning and fostering teamwork, I drive continuous improvement in service excellence. Dynamic Sales Help Desk Manager with proven expertise in team leadership, coaching, and improving operational efficiencies. Adept at fostering customer relationships and enhancing support processes to achieve service excellence.
Overview
5
5
years of professional experience
Work History
Sales Help Desk Manager
ADP
05.2022 - Current
- Lead the Sales Help Desk team, supporting nationwide sales associates with systems, processes, and product knowledge.
- Oversee daily operations, ensuring timely and effective support for over [insert number] users.
- Partner cross-functionally with Sales Leadership, Product, and IT to streamline support and drive improvements.
- Implement new training protocols and documentation, improving first-contact resolution rates.
- Manage, coach, and develop a high-performing team focused on continuous improvement and service excellence.
Team Lead, Implementation
ADP
10.2021 - 05.2022
- Supervised a team of Implementation Specialists, providing coaching, performance feedback, and escalation support.
- Coordinated team workflows and ensured timely, accurate onboarding of new clients.
- Championed best practices, improving onboarding timelines and client satisfaction.
- Acted as liaison between implementation teams and leadership to drive operational improvements.
Implementation Specialist
ADP
10.2020 - 10.2021
- Onboarded new clients, configuring systems and guiding them through the setup process for payroll and HR solutions.
- Delivered personalized training and support to ensure successful product adoption.
- Collaborated with internal teams to resolve complex implementation challenges.
Education
Communication Studies
California State University Northridge
01-2016
Skills
- Help desk support
- Ticketing systems
- Product training
- Systems troubleshooting
- Knowledge management
- Customer relationship management
- Team leadership
- Change management
- Performance monitoring
- Problem solving
- Effective communication
- Coaching and mentoring
- Staff hiring
- Teamwork
- Project management
- Project coordination
- Strategic planning
Timeline
Sales Help Desk Manager
ADP
05.2022 - Current
Team Lead, Implementation
ADP
10.2021 - 05.2022
Implementation Specialist
ADP
10.2020 - 10.2021
Communication Studies
California State University Northridge