Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Perez

Summary

Experienced with customer relationship management, ensuring high levels of customer satisfaction and retention. Utilizes persuasive communication techniques to drive sales and foster customer loyalty. Track record of effectively collaborating with team members to achieve sales objectives and maintain positive store environment.

Retail professional with comprehensive background in customer service and sales. Consistently achieves sales targets through strong focus on customer needs and excellent product knowledge. Known for collaborative efforts with team members and adaptability to changing store demands.

Overview

6
6
years of professional experience

Work History

Sales Associate

Asurion
10.2024 - Current
  • Acting as a liaison between customers and the company.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Built relationships with customers to encourage repeat business.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Performed troubleshooting and repaired peripheral devices such as phones, tablets, and computers

Stock Associate

American Eagle
07.2023 - 08.2024
  • Managed shipping process for outgoing products, ensuring accurate packaging and timely delivery, resulting in a 98% customer satisfaction rate.
  • Coordinated inventory management system to track and transfer new apparel items onto the sales floor, resulting in a 15% increase in on-shelf availability.
  • Implemented measures to inspect incoming merchandise for any defects or damages, leading to a 20% reduction in customer complaints.

Customer Service

Continuum Global Solutions
02.2021 - 12.2021
  • Provided exceptional technical support to over 100 customers per day, resulting in an average customer satisfaction rating of 95%.
  • Analyzed common technical issues and collaborated with product development team to implement solutions, reducing call resolution time by 20%.
  • Assisted customers with billing inquiries, reducing average time to resolution by 40% through efficient issue identification and solution implementation.
  • Consistently met or exceeded monthly sales targets, selling an average of 12 phones and 15 accessories per week resulting in a revenue increase of $50K.

Lead Sales Associate

Tillys
01.2019 - 02.2020
  • Processed over 100 return items per week with an accuracy rate of 98%, ensuring adherence to store policy and minimizing loss of profit.
  • Trained new sales associates on the proper procedures for processing return items, resulting in a decrease in customer complaints by 50%.
  • Successfully enrolled over 500 customers into the loyalty program, contributing to a 10% increase in customer loyalty and generating $5,000 in additional revenue.
  • Implemented friendly and personalized service strategies that resulted in a 20% increase in customer satisfaction scores and a 15% increase in repeat sales.
  • Exceeded monthly sales goals by an average of 25%, through proactive engagement with customers and upselling products to drive revenue growth.

Education

Highschool Diploma -

Lakeland Senior High
Lakeland, Florida
06.2020

Associate of Arts - Business Administration

Mercer County Community College
East Windsor, NJ
05-2022

Skills

  • Microsoft Office (Excel, Word, PowerPoint), Cash Handling, Customer Service, Skills: LeaderShip, Computer Literacy, Collaboration Talent, Problem-Solving Skills, People Skills, IOS, Windows, Team Oriented
  • Reading comprehension skills
  • Excellent communication skills
  • Hospitality and accommodation
  • Customer engagement
  • Client account management
  • Sales trends
  • Sales goals attainment
  • Sales strategies
  • Outgoing personality

Timeline

Sales Associate

Asurion
10.2024 - Current

Stock Associate

American Eagle
07.2023 - 08.2024

Customer Service

Continuum Global Solutions
02.2021 - 12.2021

Lead Sales Associate

Tillys
01.2019 - 02.2020

Highschool Diploma -

Lakeland Senior High

Associate of Arts - Business Administration

Mercer County Community College

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