Matthew Purcell
McCordsville,IN
Summary
Dynamic Customer Service Manager with a proven track record at Capitol City Container Corporation, excelling in customer satisfaction and problem-solving. Skilled in Microsoft Office Suite, I have significantly enhanced customer service protocols, leading to a 20% increase in customer retention. Expert in fostering a customer-focused environment, blending hard and soft skills to drive success.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Capitol City Container Corporation
05.2004 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Fostered culture of continuous improvement, leading to consistently high service standards.
Assistant Adjudicator
USIS
08.2003 - 03.2004
- Developed expertise in various areas of law, enabling comprehensive analysis of complex claims across multiple sectors.
- Ensured accurate determinations with meticulous research and thorough investigation of disputes.
- Evaluated claims by analyzing case files, conducting interviews, and reviewing relevant documentation.
- Reduced case backlogs by effectively managing workload and meeting strict deadlines for resolution.
Petty Officer Third Class
US Navy
11.1999 - 07.2003
- Promoted camaraderie among crew members, organizing recreational activities during off-duty hours.
- Ensured mission readiness by conducting regular equipment maintenance and inventory checks.
- Developed strong leadership skills through active participation in various trainings and exercises.
- Played a vital role in upholding Navy Core Values within the unit, demonstrating integrity, accountability, initiative, teamwork, and perseverance at all times.
- Assisted in emergency response efforts, ensuring timely actions were taken to protect lives and property.
Education
Cryptologic Technician Operator - Cryptology & IT
Naval Technical Training Command - Corry Station
Pensacola, FL05.2000
High School Diploma -
Franklin Central Highschool
Indianapolis, IN06.1999
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Additional Information
U.S. Navy Veteran - Honorably Discharged - DD214 available upon request.
Timeline
Customer Service Manager
Capitol City Container Corporation
05.2004 - Current
Assistant Adjudicator
USIS
08.2003 - 03.2004
Petty Officer Third Class
US Navy
11.1999 - 07.2003
Cryptologic Technician Operator - Cryptology & IT
Naval Technical Training Command - Corry Station
High School Diploma -
Franklin Central Highschool
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