Matthew Pettis

** ******* **** *********, ** ****3 207-***-**** adkbjv@r.postjobfree.com

SUMMARY

Motivated, resourceful management professional with an extensive background in on-site and remote team leadership, information technology, and business operations. Highly adept at increasing efficiency and driving profits through the development of policies and procedures, the coordination of projects, and the ability to collaborate with local and international clients and vendors. Highly organized with a commitment to bringing competence to all settings.

PROFESSIONAL EXPERIENCE

WEX Inc., South Portland, ME

Team Leader, Customer Relations 2015 – Present

●Oversee the day-to-day activity of 25+ on-site and remote customer relations representatives for leading global payment solution and virtual payment company

●Initiate and develop business proposals, delegate personnel, and serve as a liaison between clients, vendors, and teams to ensure world-class service, support, and problem resolution

●Develop and foster cohesive national and global client relationships through communication and accessibility

●Maintain extensive knowledge of core products, platforms, and services; provide local, national, and international clients with extensive education on usage, features, and benefits

●Recruit, hire, train, mentor, and evaluate team members for multiple sites throughout the U.S.

●Provide ongoing team training to increase productivity and efficiency, boost Key Performance Indicators (KPIs), and exceed operational goals

●Employ strategic departmental and companywide leadership to develop business initiatives and make interdepartmental process improvements

●Utilize best practices and industry standards to create an exceptional customer service experience

●Facilitate the application of new business processes through strategic planning, scheduling, and resource management; collaborate with sales, client management, product, marketing, legal, CSO, finance, PMO, and IT departments to promote a streamlined, organized, and efficient workflow

Redbox Automated Retail, Oak Brook, IL Regional Manager, New England 2007 – 2014

●Built a diverse, competent team through an appropriate mix of internal promotions and external recruitment; satisfied both near-term performance and long-term succession and promoted sustained business success

●Set clear and measurable performance expectations in line with division and corporate goals; proactively analyzed and managed all relevant operations performance metrics

●Drove cost leadership by engaging employees across the organization, identifying improvement opportunities, and developing action plans

●Fostered client loyalty and strong relationships through the supply of consistent, quality products, timely delivery, and superior customer experience

Regional Operations Supervisor, Maine and New Hampshire

●Managed, mentored, and administered employment actions for field, technical, and service teams

●Utilized data, metrics, and system tools to ensure efficiency and to maximize customer experience

●Prepared reports and other information to summarize work activities for senior management; presented various analyses to highlight issues and resolve questions

●Built customer relationships and alleviated escalated critical issues

Adecco Technical Contractor

IT Global Customer Support (Timberland Corporate Headquarters) 2006 – 2007

Established vendor relationships, created and managed vendor contracts, and oversaw all contracted services for telephony and print areas

Served as Level III Desktop Support Specialist; responsible for VP and above on-site system and AV support

CC1, Inc., Portsmouth, NH

Customer Service/Parts Coordinator 2005 – 2006

●Organized preventative maintenance trips for field service technicians; facilitated all domestic and international travel arrangements and documentation

●Oversaw parts and inventory price quoting, picking, testing, and shipment

●Administered office phone system, printers, and 24-hour beeper support setup

●Assisted customers with billing, troubleshooting, and service issues

IWORX Inc., Scarborough, ME

Site Manager (Dual Site) 2002 – 2005

●Oversaw general building services for two IWorx Inc. locations

●Negotiated agreements, contracts, and strategic alliances with key partners

●Collaborated with contractors and architects to determine and plan building space capacity

●Created and maintained supplier performance metrics

●Developed and implemented policies and procedures to successfully increase productivity and reduce costs

●Coached, counseled, mentored, and motivated direct reports

Network/Facility Manager

●Completed network adds, changes, updates, security, and antivirus installation

●Managed and trained in-house and contracted cleaning personnel

●Developed and maintained strong customer relationships to ensure service needs were met

●Created and wrote safety policy for employee handbook

LAN Specialist Telecom Administrator

●Sourced and purchased computer hardware, wireless, and networked telephone equipment from multiple vendors; ensured competitive pricing, availability, and compatibility

●Evaluated and integrated new software systems and executed deployment of computer training programs

●Developed and wrote technology policy for employee handbook

Houston Street Exchange, Portsmouth, NH

Technical Specialist Internal-Infrastructure Support 1999 – 2001

●Installed and tested hardware and software; provided instruction for all new and existing users

●Purchased, assembled, configured, and set up new systems, maintained and developed current systems, and expanded infrastructure

●Provided 24/7, emergency on-call assistance for systems, networks, and client support

Technical Specialist

●Assisted clients with site connectivity and navigation through site proxies and firewalls

●Attended industry tradeshows and conferences to provide on-site audiovisual support

●Traveled to Europe to train helpdesk technical support; established procedures and guided companies in the platform connection process

●Served as on-site representative to companies experiencing difficulties

Customer Service Supervisor

●Trained representatives on customer satisfaction initiatives, business goals, and methods to guarantee smooth operation of the trading platforms

●Wrote and prepared Arthur Anderson approved procedures to ensure passage of certificate to website

●Assisted management team in the compilation and posting of information into dossiers for key competitor research project

●Developed procedures to ensure successful problem resolution with outside vendors

EDUCATION

Plymouth State College, Plymouth, NH – B.A., Medieval Studies, magna cum laude

COMPUTER PROFICIENCIES

Word, Excel, Access, Outlook, and PowerPoint; Google Applications

CERTIFICATIONS AND PROFESSIONAL DEVELOPMENT

CompTIA A+ Certification

American Management Association (AMA), New York, NY – Seminar Attendee, Evaluating Strategic Alliance and Partnership Success, Critical Thinking

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