Open To Work
Matthew Serdar
Fox Lake,IL
Summary
Motivated technical professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 30+ years of background in maintaining customer satisfaction and contributing to company success. Most recent notable projects include ERP development, CRM vendor selection, and supply chain sourcing.
Overview
35
35
years of professional experience
4
4
Certification
Work History
Director of Customer Service & Support
Munch’s Supply Co.
07.2017 - 11.2025
- Responsible for continuously evaluating and implementing process improvements. This role supports the customer service representative manager, technical support/warranty manager, commercial sales manager, and technical training lead by monitoring KPIs, including productivity, knowledge, and profitability, utilizing metrics such as phone statistics, order processing, and error rates.
- Led customer service operations, enhancing team efficiency and collaboration across departments.
- Developed training programs for staff to improve product knowledge and service delivery standards.
- Analyzed performance metrics to identify trends, leading to strategic improvements in service protocols.
- Managed escalated customer inquiries, ensuring timely resolution and maintaining high satisfaction rates.
- Collaborated with cross-functional teams to streamline processes, reducing response times for customer requests.
- Established key performance indicators to measure team success, driving accountability within the department.
- Fostered a customer-centric culture by promoting best practices in communication and problem-solving techniques.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Developed strategic partnerships with industry leaders to enhance product offerings and expand market reach.
Lead HVAC Trainer
Munch’s Supply
06.2017 - 01.2022
- Analyze, design, develop, implement, and evaluate internal and external technical training programs for HVAC sales and craft personnel. Medium for training included instructor-led classroom, hands-on lab demonstrations, CBT using Learning Management, virtual, and video presentations.
HVAC Project Manager
Worth and Company, Commercial Design Build HVAC Company
10.2016 - 04.2017
Nuclear Power Plant Decommissioning - Project Manager
Energy Solutions, San Onofre Nuclear Generating Station
03.2016 - 09.2016
Nuclear Power Plant Decommissioning - Plant Operations Supervisor
Energy Solutions, Zion Nuclear Power Station
03.2015 - 03.2016
Nuclear Power Plant Decommissioning - Fuel Transfer Operations Supervisor
Energy Solutions, Zion Nuclear Power Station
12.2014 - 03.2015
Nuclear Power Plant Decommissioning - Fuel Transfer Project Engineer
Energy Solutions, Zion Nuclear Power Station
05.2011 - 12.2014
Lennox HVAC Field Technical Consultant
Lennox Industries
12.2010 - 05.2011
Trane HVAC Field Service Rep
Midway Supply
01.2007 - 11.2010
Lead HVAC Service Technician
Engineering Excellence
06.2006 - 12.2006
HVAC II Service Technician
Building Technology Engineers of North America; EMCOR
05.2004 - 06.2006
HVAC Instructor
College of Lake County
08.2003 - 12.2004
HVAC Technician
Warren Township High School
02.2000 - 05.2004
Nuclear Power Plant Equipment Operator
ComEd Nuclear Power Station
05.1991 - 02.2000
Education
Bachelor’s Degree - Workforce Education and Development
Associate degree - HVAC
Associate degree - Building Construction Technology
Skills
- Project management
- Cross-functional collaboration
- Performance metrics analysis
- Key performance indicators
- Training program development
- Escalation management
- Process standardization
- HVAC technical expertise
- Workforce management
Certification
- Project Management Professional (PMP) - Project Management Institute
- OSHA 30
- Universal 608 Refrigerant Certification - EPA
- Stationary Engineer class 4 license - NIULPE
Work Preference
Work Type
Full TimeLocation Preference
On-SiteHybridRemoteTimeline
Director of Customer Service & Support - Munch’s Supply Co.
07.2017 - 11.2025
Lead HVAC Trainer - Munch’s Supply
06.2017 - 01.2022
HVAC Project Manager - Worth and Company, Commercial Design Build HVAC Company
10.2016 - 04.2017
Nuclear Power Plant Decommissioning - Project Manager - Energy Solutions, San Onofre Nuclear Generating Station
03.2016 - 09.2016
Nuclear Power Plant Decommissioning - Plant Operations Supervisor - Energy Solutions, Zion Nuclear Power Station
03.2015 - 03.2016
Nuclear Power Plant Decommissioning - Fuel Transfer Operations Supervisor - Energy Solutions, Zion Nuclear Power Station
12.2014 - 03.2015
Nuclear Power Plant Decommissioning - Fuel Transfer Project Engineer - Energy Solutions, Zion Nuclear Power Station
05.2011 - 12.2014
Lennox HVAC Field Technical Consultant - Lennox Industries
12.2010 - 05.2011
Trane HVAC Field Service Rep - Midway Supply
01.2007 - 11.2010
Lead HVAC Service Technician - Engineering Excellence
06.2006 - 12.2006
HVAC II Service Technician - Building Technology Engineers of North America; EMCOR
05.2004 - 06.2006
HVAC Instructor - College of Lake County
08.2003 - 12.2004
HVAC Technician - Warren Township High School
02.2000 - 05.2004
Nuclear Power Plant Equipment Operator - ComEd Nuclear Power Station
05.1991 - 02.2000
College of Lake County - Associate degree, HVAC
College of Lake County - Associate degree, Building Construction Technology
Southern Illinois University, Carbondale - Bachelor’s Degree, Workforce Education and Development