Customer Experience Technical Support

Matthew Brown

**** ******* ***, ****** ****, FL *3024

954-***-**** *************@*****.***

Professional Summary

Entrepreneurial and results-driven eCommerce and sales professional with 12+ years of experience managing direct-to-consumer (DTC) and business-to-business (B2B) sales across web platforms. Proven track record of driving growth through digital strategy, customer experience, operational leadership, and vendor relationships. Skilled in managing remote operations, building scalable processes, and creating long-term client partnerships. A self- motivated leader with a passion for innovation and team development. Core Competencies

• eCommerce Platforms: Shopify, Amazon, Etsy, WooCommerce

• CRM & Customer Retention: HubSpot, Zendesk, ServiceNow

• Remote Operations & Team Management

• Customer Experience & Escalation Handling

• Digital Marketing: SEO, Google Ads, Social Media, Email Campaigns

• Inventory, Fulfillment & Logistics Oversight

• B2B Sales & Business Development

• Technical Support & Troubleshooting

• Vendor & Supplier Negotiation

• Data Analysis, Reporting & Process Automation

Professional Experience

Founder & CEO (Remote)

Artem Mortis – Florida

2014 – Present

• Founded and grew a profitable eCommerce business offering unique custom art and natural science specimens (entomology) to retail consumers and B2B clients.

• Designed and managed multiple web storefronts (Etsy, Amazon, Go Imagine, Ebay, Facebook) while overseeing all aspects of online operations.

• Developed customer-centric strategies including loyalty programs, automated workflows, and personalized outreach to increase retention and satisfaction.

• Built and maintained and managed vendor relationships and fulfillment logistics for both domestic and international orders.

• Utilized data analytics (S.W.O.T) tools to drive conversion optimization, refine marketing strategies, and forecast inventory demand.

• Operated independently while coordinating remote freelancers, artists, and customer service partners.

Key Achievements:

• Scaled revenue and maintained profitability in competitive online markets over 10+ years.

• Grew a loyal customer base with high repeat purchase rate.

• Successfully transitioned from Etsy-based sales to Amazon after a platform disruption, recovering and expanding operations.

• Expanded product offerings to support researchers, prop houses, artists, and academic institutions with rare specimen sourcing.

National Sales & Project Manager (Hybrid: On-site to Remote) The Woodsmiths Company – Lenoir, NC

2001 – 2013

• Led national sales and project management during major operational expansion from a 50,000 sq ft warehouse in FL to a 430,000 sq ft facility in NC.

• Managed a 20-person team (16 external, 4 internal), overseeing recruiting, training, and performance.

• Balanced high-volume sales duties with project coordination, contract negotiation, and customer relationship management.

• Transitioned to remote operations after relocation, continuing to manage accounts, clients, and high-level escalations.

• Conducted detailed cost estimates, reviewed contracts, and ensured client satisfaction from order intake through delivery.

Key Achievements:

• Increased company sales from $2.5M to $6M between 2006–2008.

• Independently contributed over $300K in annual sales in 2008.

• Worked directly with the CEO on strategic hiring and operational planning.

• Maintained client satisfaction and retention during large-scale company relocation and change management period.

Technical Support Specialist – Tier 1 (On-site)

T.A.G. Technical Support – Coral Springs, FL

1999 – 2001

• Provided Tier 1 hardware and software support for HP and Compaq users, diagnosing technical issues and guiding users through resolutions.

• Delivered support via phone and remote access tools; escalated critical issues to vendor teams when needed.

• Created internal documentation and contributed to the company’s technical knowledge base.

• Assisted in system deployment and upgrades for business clients. Key Skills Gained:

• Technical troubleshooting (Windows OS, device drivers, networking)

• Remote desktop tools (TeamViewer, LogMeIn)

• Customer service and technical communication

• CRM & ticketing systems (Zendesk, ServiceNow)

Education

Broward Community College

Self-taught entrepreneur with extensive real-world experience in digital commerce and operational leadership.

References

Available upon request

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