Matthew Silva
Las Vegas,NV
Summary
Executed vendor support initiatives and coordinated eCommerce operations, ensuring seamless onboarding and exceptional service delivery.
Overview
22
22
years of professional experience
Work History
Senior Expert - Customer Support
Harvest
03.2023 - 09.2025
- - Partnered with SaaS customers for onboarding, product adoption, troubleshooting, and improving retention.
- - Produced launch resources and documentation for new features; coordinated demos and ensured team readiness.
- - Maintained FAQs and guides; escalated systemic issues to product/engineering teams for iteration.
- - Delivered 90.5% CSAT, 42-min first reply time, 90-min median resolution.
Specialist – Vendor Onboarding & Support
Zappos.com
07.2020 - 09.2022
- - Onboarded 125+ vendors annually with 99% SLA compliance.
- - Exceeded onboarding timeline goals (1.5 months vs. 2-month target).
- - Partnered with vendors to troubleshoot issues and respond to support requests.
Copywriter & ECommerce Coordinator
Zappos.com
10.2016 - 07.2020
- - Wrote 175+ weekly SEO-friendly product descriptions.
- - Managed PDP and landing pages for brand launches.
- - Audited products before publishing to meet SLAs.
Customer Service Supervisor
Zappos.com
03.2014 - 10.2016
- - Led team of 25 reps, ensuring high service standards.
- - Resolved complex issues and fostered positive team culture.
Retail Sales Manager
T-Mobile U.S.A
03.2004 - 02.2013
- - Managed high-volume stores; exceeded sales goals.
- - Coached staff for performance and career growth.
Education
Bachelor of Arts - Technical Sales
Weber State University
Ogden, UTSkills
- Led initiatives to optimize project workflows using Jira, Zendesk, and Confluence Championed effective team communication through Slack and Basecamp Managed documentation processes with Microsoft Office to ensure clarity and consistency Oversaw technical support operations for SaaS platforms Developed and implemented SEO and eCommerce strategies in copywriting Cultivated 9 years of expertise in remote and hybrid work settings
Timeline
Senior Expert - Customer Support
Harvest
03.2023 - 09.2025
Specialist – Vendor Onboarding & Support
Zappos.com
07.2020 - 09.2022
Copywriter & ECommerce Coordinator
Zappos.com
10.2016 - 07.2020
Customer Service Supervisor
Zappos.com
03.2014 - 10.2016
Retail Sales Manager
T-Mobile U.S.A
03.2004 - 02.2013
Bachelor of Arts - Technical Sales
Weber State University