Summary
Overview
Work History
Education
Skills
Timeline
Generic

Matthew Serna

Northglenn

Summary

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

8
8
years of professional experience

Work History

Sales Representative

Lake Valley Seed
06.2024 - Current
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Utilized CRM software to manage client information, track leads, and monitor sales progress.
  • Identified and tapped into new markets, significantly expanding customer base.

Appliance Repair Technician

Rocky Mountain Sewing And Vacuum
04.2023 - 03.2024
  • Educated customers on use, care and adjustments of appliances.
  • Troubleshot diverse problems across multiple appliance brands and models, demonstrating adaptability and expertise in the field.
  • Mentored junior technicians, sharing valuable skills and techniques that increased their efficiency and proficiency in appliance repair tasks.
  • Increased repeat business through effective relationship-building strategies, including personalized follow-up communications after completing repairs.
  • Maintained accurate records of all completed repairs, contributing to streamlined operations and better resource allocation.

Processing/Customer service

GT Independence
08.2022 - 04.2023
  • Enhanced client satisfaction by actively listening to customer needs and concerns.
  • Provided prompt resolution for customer inquiries, improving service experience.
  • Assisted customers in navigating company systems to enhance user experience.
  • Enhanced communication skills, managing diverse customer interactions.

Customer service

Graphics packaging INC.
05.2022 - 08.2022
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.

Quality Assurance Supervisor

International Automotive Components (IAC)
10.2021 - 05.2022
  • Lead a team of QA agents in reviewing product selected off the assembly line to ensure they met all criteria according to industry standards
  • Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
  • Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
  • Assessed investigation reports of subordinate quality assurance personnel and addressed any procedural deviations.

Unemployment agent

State of michigan
04.2020 - 10.2021
  • Assisted clients in navigating processes, ensuring smooth transactions.
  • Facilitated communication between parties to resolve issues effectively.
  • Coordinated with external partners to facilitate seamless transactions.
  • Managed documentation and records to ensure compliance and accuracy.
  • Conducted follow-up communications to ensure client satisfaction.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

Global client services and operations agent

Autodesk
01.2017 - 11.2020
  • Coordinated logistics to ensure efficient handling of operations.
  • Improved workflow by streamlining communication between departments.
  • Analyzed operational data for identifying areas of improvement.
  • Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
  • Assisted in the creation of product documentation and user guides, enabling customers to better understand software functionality and features.
  • Provided remote assistance to clients experiencing technical difficulties, reducing downtime and minimizing disruptions to their operations.

Education

Associate of Science - Computer information systems, Archeology

DeVry University/ Community College of Denver
Broomfield, CO
05-2006

Skills

  • Interpersonal communication

  • Problem analysis

  • Problem solving

  • Organizational skills

  • Customer service orientation

  • Inbound call center environments

  • Written communication

  • Record keeping

  • Customer service

  • Customer relations

  • Customer relationship building

  • Interpersonal communication skills

  • Sales expertise

  • Sales closing

  • Sales strategy development

  • Complex Problem-solving

  • Sales development

  • Client service

  • Cold calling

  • Account management

  • Lead prospecting

  • Staff training

  • Systems and software expertise

  • Lead generation

  • Remote support capabilities

  • VoIP technologies proficiency

  • Tech support

  • Tech support collaboration

  • Team leadership

  • Time management

  • Decision-making

  • Task delegation

  • Documentation and reporting

  • Internal audits

  • Quality assurance management

  • Document control

Timeline

Sales Representative

Lake Valley Seed
06.2024 - Current

Appliance Repair Technician

Rocky Mountain Sewing And Vacuum
04.2023 - 03.2024

Processing/Customer service

GT Independence
08.2022 - 04.2023

Customer service

Graphics packaging INC.
05.2022 - 08.2022

Quality Assurance Supervisor

International Automotive Components (IAC)
10.2021 - 05.2022

Unemployment agent

State of michigan
04.2020 - 10.2021

Global client services and operations agent

Autodesk
01.2017 - 11.2020

Associate of Science - Computer information systems, Archeology

DeVry University/ Community College of Denver

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