Matthew Reeners Email & Phone Number

Rochester, Ny, Us

Rochester, New York, United States

Relationship driven, with an interpersonal focus on reducing customer churn, while increasing revenue for the business, and overall Net Promoter Score (NPS). Through personalized and tailored communication with customers, right sizing products and services for future growth. Direct contact for accounts while providing highly consistent levels of exceptional customer service.-Manage the customer relationship throughout customer life cycle all while advocating internally for their customer base, providing oversight and rallying the troops to meet our customer commitments. -Generate & maintain account team dashboards through "Salesforce".-Negotiate contract renewals and maintain high revenue retention rate.-Act as trusted adviser and escalation point.-Communicate customer needs to internal, cross-functional departments.

-Handled customer order inquiries, while taking optical lens orders over the phone while supporting and training the customer on portal administration and ordering.-Processed various system orders, ensured the quality and expectations of customer and accounts were being met with superior customer service.-Resolved shipping, escalated, and various account issues or production challenges that developed regularly.-Managed accounts and worked closely with various opticians offices that needed assistance or help-Regularly processed customer and account feedback to minimize churn while providing a better customer experience.

-Sales of Verizon Wireless products and services in a quota driven environment while meeting or exceeding targets consistently.-Provided exceptional, personalized customer service tailored specifically to the customer's needs.-Resolved escalated customer device, billing, and overall general questions.-Reduced churn and retained customers through effective communication and finding right sized. solutions based on their issues.

-Develop and manage a direct report team of over 12 people while supporting over 100 employees.-Supported employees in area of career development, multiple employees promoted to leadership positions. -Provide direct, on going feedback to improve quality, and service levels, to ensure compliance and quality control procedures were met.-Ensure direct reports and employees are delivered business directional changes in a timely manner while making sure everyone understands the business impacts and the reasoning behind such decisions.-Obtained the trust of team and employees through positive morale, team-builders and a fun inclusive team environment.-Member of the Hiring committee 2016 and interviewed and selected candidates who were applying for employment.-Managed escalated situations with direct customer contact and interface to ensure the customer's situation was resolved and handled in a timely manner.-Balanced supervisor responsibilities while maintaining a high functioning and high performing team ranked #1 overall for 2016 for performance.-Lead a project to manage and improve the performance of employees who were developing YTD.

Rochester, New York Area

-Provide detailed information on how to set up/configure data and voice products.-Verify provisioning and diagnose device or Network issues.-Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration.-Evaluate customers concerns and resolve problems to customer satisfaction.-Network Project-Assigning, closing, and dispatching technicians to cell sites and trouble areas.

-Managed and developed landscape, and hardscape projects from start to completion-Worked closely with owner on designing, planning, projects/jobs for customers-Directly worked with customers about pricing, and estimated cost of projects-Handled customer relations and am responsible for working closely with customers to ensure their needs were being met.-Knowledge and experience with laying pavers, building ponds, planting, general labor.