Matthew Proctor-Verver
Irving,TX
Summary
I am a strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Highly motivated Supervisor/Manager with over 15+ years of experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Assistant Store/Service Manager
National Tire And Battery
09.2023 - Current
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Monitored inventory levels and placed orders to replenish stock.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Analyzed service reports to identify areas of improvement.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed customer loyalty programs to increase customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Hired, trained and supervised team of service staff members to meet business goals.
Quality Assurance Lead Supervisor
CSC Service Works
10.2019 - 01.2023
- Work with System/Software Development and Engineering Teams in designing new programs and software for web-based application systems (tablets, mobile devices, and pc) to be used by our company teams
- (Sales, Customer Service, Administration, Operations)
- Assisted in developing and modifying systems requirements to meet client needs and develop business specifications to support these modifications
- Drove Mobile app and Customer Service Testing
- Managed bugs and other potential problems with development teams using Jira
- Participated in daily Agile Scrum and Project Management meetings to help manage workflow with development teams
- Drove the training, onboarding, and offboarding of team members for the Quality Assurance Engineer team
- Managed on-shore and off-shore QA Engineers - 15+ employees.
- Reduced software defects by conducting thorough code reviews and debugging sessions.
- Enhanced product quality by implementing rigorous testing procedures and protocols.
- Improved customer satisfaction with high-quality products through meticulous QA processes.
- Streamlined the QA workflow by automating repetitive tasks, increasing overall efficiency.
- Delivered timely and accurate reports on test results, facilitating informed decision-making for product improvements.
- Mentored junior team members in quality assurance best practices, fostering a culture of continuous improvement.
- Established performance benchmarks to measure the success of QA initiatives, driving further enhancements over time.
- Implemented continuous improvement initiatives within the QA team to elevate performance levels consistently across projects over time.
- Communicated directly with QA team to resolve user-reported problems and questions.
- Evaluated new testing tools and technologies, making recommendations for adoption when appropriate to enhance overall QA capabilities.
- Established new and improved QA processes by developing test processes, test cases and assigning and executing tests.
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
- Established and updated QA processes and metrics in line with industry best practices and project goals.
- Analyzed quality management system metrics to identify trends, lead improvement projects and prepare third-party inspections and audits.
- Managed testing initiatives, establishing metrics, standards, methodology and necessary testing precautions and scheduling execution.
- Used SQL to validate test results and recommend corrective actions.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Documented testing procedures for developers and future testing use.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Developed and maintained defect databases for known issues.
- Completed in-depth usability testing on Android, and iOS mobile devices.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
- Completed in-depth usability testing on Android, and iOS mobile devices.
- Completed in-depth usability testing on Windows, Android and iOS mobile devices.
- Completed pre-implementation testing for new system modifications to assess potential impacts.
- Incorporated delivery requirements into planning of testing schedules.
- Recommended changes and corrections to developers for optimal software performance and usability.
- Built automated test scripts to handle repetitive software testing work.
- Kept scripts and test cases updated with current requirements.
- Recommended software solutions such as automated test tools or improved test processes to meet business strategies.
- Supported development of materials, aids and curriculum to direct staff in procedures and operations.
- Created requirements for milestones and monitored completion of tasks for QA team.
- Updated training database to help resolve common issues.
- Established metrics, applied industry best practices and developed new tools and processes.
- Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
- Enforced compliance with federal, state, local and internal regulations related to product quality and operational activities.
- Wrote, reviewed and approved documents to preserve quality assurance.
- Identified potential product risks and developed plans to mitigate or eliminate hazards.
- Conducted regular audits of testing environments to maintain accuracy and consistency across all test scenarios.
- Performed regression tests following bug fixes or software updates, verifying the absence of unintended side effects from changes made to the system.
- Designed test plans based on project requirements, ensuring comprehensive validation of functionality according to specifications.
- Led root cause analysis efforts for major defects, preventing reoccurrence and improving overall product stability.
- Managed test case creation and execution to ensure comprehensive coverage of all feature sets.
- Collaborated with cross-functional teams to ensure seamless integration of QA efforts into product development lifecycle.
- Identified process gaps and implemented corrective actions, resulting in higher efficiency and reduced error rates.
- Developed a risk-based testing approach that prioritized critical areas, optimizing resource allocation and ensuring maximum impact.
- Coordinated with developers to troubleshoot issues discovered during testing, expediting resolution times and minimizing delays in product release schedules.
Senior Telemetry Specialist - East
CSC Service Works
04.2018 - 10.2019
- Worked closely with Sales to provide sales revenue and daily averages based on geographical area of demographics as to acquire and place bids for new locations and new customer agreements
- Tracked owner/client incentive bonuses based on newly signed agreements for new or renewed accounts and approved bonus payments
- Liaise between business and technical personnel to ensure mutual understanding of processes and applications systems
- Traveled across U.S
- To help design training programs with regional branches (44 Branches across U.S.) to ensure best optimized business practices were being deployed for onboarding and continuation training
- Directly work with IT teams with acquisition integration files for all the account information for service and revenue/commission systems (Excel Templates and XML Files).
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Reduced costs by identifying inefficiencies in operations and implementing cost-saving measures.
- Transformed underperforming departments with strategic planning efforts focused on process improvement.
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
- Followed all company policies and procedures to deliver quality work.
- Developed and managed relationships with key clients and partners to drive growth.
- Collaborated with internal departments to align marketing campaigns.
- Monitored industry trends to adapt strategies accordingly.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
- Frequently inspected production area to verify proper equipment operation.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Created and managed project plans, timelines and budgets.
- Observed packing operations to verify conformance to specifications.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
Air Valet Administrative Supervisor / Analyst
CSC Service Works
01.2012 - 04.2018
- Supervise and Manage Administrative Team of 9 employees
- Develop procedural and structural requirements for the Administration team to optimize productivity, cost effectiveness, as well to meet deadlines for team-oriented projects
- Identifying new opportunities to increase efficiency and performance
- Analyze Revenue/Commission reporting for national and franchise clients ranging from 20 to 3,000+ account/locations each
- Identify revenue or operational discrepancies with internal company teams to resolve with clients
- Update and maintain company schedule of equipment movement for 44 regional branch warehouses nationwide (New Installs, Exchanges, Removals, Upgrades, Temp Removal, Reinstalls).
- Enhanced customer satisfaction by efficiently parking and retrieving vehicles in a timely manner.
- Maintained a professional demeanor while greeting guests and opening car doors, contributing to a positive first impression.
- Managed high-volume situations during peak hours by prioritizing tasks and working closely with colleagues to maintain efficiency.
Air Valet Administrator
CSC Service Works
12.2009 - 01.2012
- Contract Review (Docuware) – To review Term's, Commission, and Location setup and configuration between various internal systems
- Trouble shoot hardware and software issues with remote monitored Air and Vac machines at store locations with company Field Technicians
- Program/Activate Air Tire machine remotely using remote monitoring systems
- Design and work with development team to best optimize in house software to ensure company needs and reporting functionality
- Credit Card Programming for remotely monitored Tire Air machines - Heartland Payment Systems and Nayax.
Central Admin
CSC Service Works
04.2008 - 12.2009
- Provide input into developing and modifying systems to meet client needs and develop business specifications to support these modifications
- Basic Data Entry of company equipment installed at customer locations into our internal CRM systems
- Acquisition Integration Team with purchasing competitors to discuss procedural, operation, and system requirements to integrate into CSC Service Works business model
- Generate Customer/Client Reports from Collection Revenue and Monitored Daily Averages.
Education
Psychology and Sociology -
Tarrant County College
Hurst, TX12.2010
Business Administration and Project Management -
North Lake College
Irving, TX12.2007
IT, Computer Programming and Networking -
Academy of Irving ISD
Irving, TX05.2005
Skills
- Organizational Skills – Scrum board management, Sprint planning and prioritization
- Training & Development – On shore and offshore on boarding and team training
- Friendly, Positive Attitude - Worked with various business partners, project and branch managers, client leads and customers
- Shift Scheduling
- New Employee Hiring
- Employee Training and Development
- Workplace Safety
- Conflict Resolution
- Process Implementation
- Staff Supervision
- Service Quality Management
- Strategic Business Planning
- Performance Evaluations
- Goal Setting
- Inventory Management
- Relationship Building
- Estimating and Quoting
- Customer Service Management
- Culture Development
- Budget Control
- Critical Thinking -Analysis of Technical Documentation to determine impact analysis for our team and/or troubleshooting reported defects
- Microsoft Office – Microsoft Office 365 (Word, Excel, Access, PowerPoint, Visio, MapPoint, Outlook, SQL Server, Teams)
- People Skills – Team Lead for production support/change team for Enterprise Databases systems
- Problem Resolution – Impact analysis, root cause research and production support On-Call rotation
- Programming Languages – VBA, Java, JavaScript, Python, SQL
- Work Methodologies – Agile, Waterfall, Kanban
- Operating Systems – Office, Linux, and MacOS, Android, iOS
- Other Systems & Software – AS400, MySQL, JIRA, Clarify CRM, Clarify Web, BASS, AirValet, Solomon, Peoplesoft, GitHub, Google Drive, Bitbucket, GitLab, Trello, Smartsheet, Confluence, Zoom, Blue Jeans, Slack, MS Azure SQL, RDS, Heidi SQL, AWS
Websites
References
Available upon request
Timeline
Assistant Store/Service Manager
National Tire And Battery
09.2023 - Current
Quality Assurance Lead Supervisor
CSC Service Works
10.2019 - 01.2023
Senior Telemetry Specialist - East
CSC Service Works
04.2018 - 10.2019
Air Valet Administrative Supervisor / Analyst
CSC Service Works
01.2012 - 04.2018
Air Valet Administrator
CSC Service Works
12.2009 - 01.2012
Central Admin
CSC Service Works
04.2008 - 12.2009
Psychology and Sociology -
Tarrant County College
Business Administration and Project Management -
North Lake College
IT, Computer Programming and Networking -
Academy of Irving ISD