MATTHEW BOYLAN

Savannah, GA *****

adug1o@r.postjobfree.com

+1-253-***-****

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Work Experience

Operations Manager

Pro Disposal Okatie SC - Hardeeville, SC

September 2021 to Present

· Supervise routes and ensure customer satisfaction and resolution to challenges quickly, efficiently and safely.

· Team of 85 drivers and helpers

· Conduct driver observations to ensure drivers are operating trucks in safe manner as well as observing routes to ensure customers are being serviced to company standards

· Monitor LYTX truck camera and systems and coach drivers when necessary to adhere to safety program

· Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

· Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Supervisor

Waste Pro USA Hardeeville SC - Hardeeville, SC

August 2019 to September 2021

· Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

· Handled customer complaints, resolved issues and adjusted policies to meet changing needs.

· Evaluated employee performance and coached and trained to improve weak areas.

· Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

· Answered customer telephone calls promptly to avoid on-hold wait times.

· Offered advice and assistance to customers, paying attention to special needs or wants.

· Managed 15- 30 customer concerns daily

Operations Supervisor

Republic Services Savannah - Savannah, GA

January 2017 to August 2019

· Residential Operations Supervisor for second largest waste management company in United States

· Ensure execution and delivery of Safety, Customer Experience and Efficiency while supporting a culture of employee engagement

· Interact with 10-15 customers daily to solve and rectify any issues and improve overall customer experience

· Resolve unusual service requests, equipment breakdowns and schedule changes with timely communications to all stakeholders

· Establish productivity goals where needed; ensure adherence to operating standards and manage labor hours and disposal expenses per established and agreed plans

· Create, modify and improve routes to maximize density and improve efficiency.

· Resolved customer complaints while prioritizing customer satisfaction and loyalty. Driver/Driver Instructor/Safety Committee

Republic Services

January 2016 to January 2017

· Residential waste collection driver

· Certified Behind the Wheel Instructor

· President of the driver safety committee

· Behind the Wheel Instructor responsible for training and observing newly hired drivers for a period of 6-8 weeks

· Instructing drivers on the standard operating procedures of Republic Services and ensuring drivers are operating the vehicles in a safe and secure manner

· Observing drivers in the event they may be involved in an accident to ensure they are operating vehicles to company and DOT standards

· President of Driver Safety Committee

· Responsible for coordinating and conducting monthly safety meeting with members of all lines of business in the company: residential, commercial and industrial

· Address issues in regards to driver safety at the facility and while on the road inside and outside of the vehicles as well as offering solutions to obstacles that may be encountered. General Manager and Sales Manager

Performance Bike - Holly Hill, SC

January 2012 to January 2016

· In nation's largest bicycle retailer with management team environment: General Manager, Sales Manager, and Operations Manager

· Supervise a staff of approximately 30 team members in a location that grosses over $1.8 million in revenues annually

· Oversaw operations of 10, 00sqft shipping and receiving department

· Processed Enterprise selling orders as they were sent to remote fulfillment center of Northern Florida Area from central internet ordering department

· Verified inventory via Aptos inventory management system as well as AS400 inventory management system

· Picked and packed orders to be sent to customers directly as well as other retail locations across the country in our 108 store network

· Received daily shipments from central warehouse as well as from outside vendors

· Daily contact with merchandise division managers as well as vendors in regards to warranty items and product ordering

· Supervised Sales, Operations and Service departments

· Ensured smooth functioning of daily operations of the business ranging from product receiving, marketing, merchandising, scheduling, payroll, and customer service issues

· Coordinated action plans amongst the stores to successfully execute promotions and directives

· Motivated team members to meet and exceed objectives by setting goals, tracking performance on daily basis and implementing improvement strategies.

· Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.

Coach Operator

City of Fayetteville - Fayetteville, NC

January 2011 to January 2012

· Fixed route transit operator for FAST, Fayetteville Area System of Transit

· Transport customers to various destinations around the city in a safe and timely manner while providing exceptional customer service

· Assist customers getting to their destinations as well as assist customers to ADA standards

· Ability to drive all coaches in the fleet and conduct pre-trip and post-trip inspections

· Conducted pre-trip inspections of bus for safe operation.

· Transported passengers safely along prescribed routes according to tight schedules. Coach Operator

Pierce Transit Lakewood - Tacoma, WA

January 2010 to January 2011

· Conducted pre-trip inspections of bus for safe operation.

· Transported passengers safely along prescribed routes according to tight schedules.

· Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.

· Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.

Assistant Manager

Old Town Bicycle - Gig Harbor, WA

January 2008 to January 2010

· Supervise sales floor and staff to maximize sales and profits and ensure all customers receive the highest possible service

· Oversee service department to ensure repairs are completed in a timely manner

· Audit invoices to ensure service department contributes to overall profitability of store

· Resolve any customer service issues that need attention

· Provide bicycle fitting to customers by utilizing techniques learned at SBCU to adhere to BG Fit standards.

· Answered inbound telephone calls from interested customers to persuasively discuss offerings.

· Offered hands-on assistance to over 50 customers daily, assessing needs and maintaining current knowledge of consumer preferences.

Gallery Manager

Southwinds Art - Eureka, CA

January 2004 to January 2007

· Custom picture framing for produced artwork as well as commissioned pieces

· Refinishing of furniture and other pieces to create stunning adaptions of classical styles as well as fully custom finishes

· Processing orders from vendors and customers as well as receiving and distributing inventory to shipping department

· Package, invoice and finalize all orders prior to shipping

· Create listing on websites such as Amazon, Fine Art America and Saatchi.

· Educated staff on strategies for handling difficult customers and challenging situations. Education

Bachelor of Arts in Psychology

Humboldt State University - Morgan Hill, CA, US

December 1997

Skills

• Windows OS

• MS Office

• Mac OS

• Customer Support

• Kronos

• Team Recruiting and Onboarding

• Resource Coordination and Allocation

• InfoPro

• AS400

• Efficient and Detail-Oriented

• Adobe Photoshop

• Issue and Complaint Resolution

• Budget Administration

• Specialty Soft, Store 31 and Aptos/Epicor POS software systems

• Customer Retention Strategies

• Workday

• Responding to Difficult Customers

• COMPUTER SKILLS

• Human resources

• Employee evaluation

• Performance management

• Interviewing

• Help desk

• Talent acquisition

• Payroll

• Sales management

• Technical support

• Management

• Event planning

• Human resources management

• Supervising experience

• Microsoft Powerpoint

Certifications and Licenses

CDL

Driver's License

CDL B

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