Matthew Serrano Email & Phone Number

Bordentown, Nj, Us

Basking Ridge, New Jersey, United States

-Strategic Leadership: Spearhead high-impact initiatives within the Messaging and Specialty Functions Support Teams, driving exceptional performance improvements and best practice sharing-KPI Mastery: Provide strategic insight and leadership on KPI attainment, managing the upstream feedback loop to ensure continuous optimization and top-tier performance-Cross-Functional Excellence: Cultivate successful partnerships and consistency across diverse teams, including strategy, operations, and Field Execution Management peers, aligning priorities and goals at all organizational levels-Performance Optimization: Lead flawless execution in performance management and outlier management, crafting and implementing robust action plans to address performance gaps and elevate business outcomes-Process Innovation: Continuously assess functional execution to identify performance gaps, directing and influencing strategic action planning, implementation, and execution on all KPIs-Leadership Development: Identify and nurture leadership opportunities, conducting leader huddles and workshops to enhance coaching skills and knowledge, fostering a high-performance culture-Global Vendor Management: Oversee in-person vendor support meetings, training sessions, and business reviews onsite, including international locations, ensuring adherence to corporate standards and driving superior partner performance-Operational Improvement: Identify and correct training gaps, system inefficiencies, and program opportunities, executing action plans to drive outstanding results.Strategic Insight: Provide direction on KPI attainment and manage the feedback loop to ensure continuous improvement-Performance Execution: Drive flawless execution in performance management, outlier management, training execution, and upskilling-Trend Analysis: Review and analyze partner results to identify trends and provide actionable recommendations.

-Strategic Leadership: Spearhead global training initiatives, aligning with Verizon's strategic business goals and diverse cultural needs, significantly enhancing employee performance and operational efficiency.-Cross-Cultural Collaboration: Collaborate with teams across multiple locations, proactively identifying and tailoring training solutions to meet specific operational objectives and cultural requirements.-Innovative Learning Solutions: Implement cutting-edge learning strategies company-wide, leveraging advanced adult learning principles to drive substantial improvements in performance and business results.-Vendor Management Excellence: Oversee international vendor support, including strategic training and business reviews, ensuring alignment with Verizon’s high standards.-Training Program Execution: Manage complex training rollouts, including planning, scaling, enrollment, and evaluation, effectively communicating with key business units and project leads.-Quality Assurance & Feedback: Conduct thorough evaluations of training effectiveness, providing vital feedback for continuous improvement, aligning with the premium Verizon customer experience.-Curriculum Development & Compliance: Ensure all training materials and programs adhere strictly to Verizon’s standards, while fostering skill development and innovation.-Operational Improvement: Drive process optimization within the PSO, significantly enhancing efficiency and effectiveness.-Strategic Field Collaboration: Work closely with field teams to integrate Learning & Development insights, capturing essential pilot insights to refine and elevate training approaches.-Process Optimization & Strategy: Critically evaluate and streamline processes, collaborate with vendor leadership to develop strategies for maximal performance and resource utilization.-Project Management & Oversight: Monitor and manage key pilots and projects, ensuring alignment with overarching organizational goals.

Home Based

-Strategic Partnership Management: Nurtured and strengthened key partnerships with SPC training teams and headquarters to ensure the consistent delivery of high-quality curriculum, upholding Verizon’s standard of excellence in professional development.-Continuous Improvement: Conducted regular training inspections and leveraged feedback for continuous improvement, enhancing program effectiveness and ensuring alignment with evolving business objectives.-Training and Facilitation: Led a variety of training sessions, including New Hire Training and Trainer Certifications, tailored for FIOS services, showcasing a commitment to comprehensive education and capability development.-Cross-Functional Team Leadership: Worked in tandem with national curriculum development teams, contributing to project support, curriculum review, and revisions, demonstrating a robust ability to drive initiatives that support strategic learning outcomes.-Performance Evaluation: Assessed training effectiveness through structured observations and consultations, providing actionable insights to strategic partners and aligning learning initiatives with performance metrics.-Innovative Learning Solutions: Applied the latest adult learning methodologies and educational technologies to enhance the learning experience and foster an environment of continuous professional growth.

Robbinsville, New Jersey

-Instructional Leadership: Led a team of trainers, overseeing the delivery of a comprehensive training program that consistently met the high standards of Verizon's FIOS services.-Curriculum Development: Collaborated and implemented engaging training modules, incorporating adult learning theories to ensure maximum retention and performance improvement.-Data-Driven Training Approach: Utilized analytics to inform training content, focusing on areas that directly impacted customer experience and operational efficiency.-Stakeholder Collaboration: Partnered with key stakeholders to align training strategies with business needs, ensuring that all training initiatives supported organizational goals.-Performance Optimization: Conducted thorough performance trend analyses to identify and act upon training needs, improving overall service quality and customer satisfaction.-Engagement and Culture: Fostered a culture of continuous learning and improvement, contributing to the development of high-performing teams that were well-versed in FIOS product offerings.-Training Delivery: Facilitated dynamic training sessions across various subjects, received commendation for effective and enjoyable learning experiences that resonated with diverse groups of learners.-Technical Proficiency: Maintained up-to-date knowledge of training technologies and methodologies, ensuring the delivery of cutting-edge training solutions.-Quality Assurance: Implemented rigorous quality control measures to maintain the highest training standards, directly contributing to Verizon’s reputation for excellence in customer service.-Project Management: Managed multiple training projects simultaneously, demonstrating exceptional organizational skills and the ability to meet tight deadlines.

Robbinsville, New Jersey

-Exemplary Sales and Service: Regularly exceeded corporate sales targets by identifying customer needs and proactively selling a broad range of Verizon products and services. Recognized for outstanding sales performance and customer service excellence.-Customer Education and Support: Provided comprehensive education to customers on Verizon's broadband, entertainment, and telecommunication offerings, enhancing customer understanding and satisfaction.-Complex Problem Solving: Addressed and resolved complex customer inquiries regarding service, billing, and policy issues, consistently maintaining high satisfaction ratings.-Cross-Departmental Collaboration: Worked closely with other departments to fulfill customer requirements, demonstrating a strong ability to navigate and coordinate within a complex organizational structure.-Product and Service Promotion: Acted as a brand ambassador, promoting Verizon’s corporate image positively and contributing to the company's reputation for quality service.-Data Management: Effectively utilized CRM systems to update and retrieve customer service data, ensuring accuracy and timely handling of customer information.-Clerical and Administrative Excellence: Completed clerical activities associated with bill collection and service adjustments, streamlining administrative processes for efficiency.-Sales and Service Strategy: Identified and capitalized on upselling opportunities by aligning product recommendations with customer needs, driving additional revenue growth for the company.

Robbinsville Nj

-Client Advocacy & Sales: Excelled in representing clients in property transactions, consistently achieving and surpassing sales targets through expert negotiation and market knowledge.-Market Analysis & Strategy: Conducted comprehensive market analyses to guide clients on pricing and investment strategies, enhancing their financial outcomes.-Customer Relationship Management: Built and maintained strong relationships with clients, providing exceptional service that led to repeat business and referrals.-Property Marketing Expertise: Developed and executed innovative marketing plans for property listings, leveraging digital and traditional platforms for maximum exposure.-Contract Negotiation & Closing: Skilled in negotiating contracts, ensuring favorable terms for clients while smoothly guiding them through the closing process.-Regulatory Compliance & Ethics: Maintained up-to-date knowledge of real estate laws and regulations, ensuring all transactions adhered to legal and ethical standards.

Princeton, New Jersey

-Team Leadership & Development: Led a dynamic sales team, providing training and mentorship, which resulted in consistently exceeding departmental sales targets and high team performance ratings.-Sales Strategy Execution: Implemented effective sales strategies, adapting to market trends and consumer demands, thereby significantly boosting store revenue and customer satisfaction.-Operational Management: Oversaw daily store operations, ensuring optimal staffing, inventory management, and operational efficiency.-Customer Experience Excellence: Championed a customer-centric approach, enhancing customer engagement and loyalty through exceptional service and product knowledge.-Performance Analysis & Reporting: Conducted regular sales and performance analyses, using insights to drive continuous improvement in sales tactics and team effectiveness.-Collaboration & Cross-Department Coordination: Worked closely with other departments and management to align sales strategies with overall store objectives, fostering a cohesive and productive working environment.

Bachelor'S Degree, Organizational Leadership

Highschool Diploma, General Studies

Bachelor'S Degree, Advertising

Commercial And Advertising Art