Matt Boyd

Experience

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  Harris Teeter

  Aug 2008 - Jul 2012

  *Account and balance approximately $30,000 - $35,000 per day*Inventory instant and online lottery tickets, Western Union, money orders, and store postage*Extensive collaboration with store managers and district front end specialists*Solely responsible for carry forward process which includes meeting strict deadlines, counting/ auditing tills, and balancing/rebuilding self checkout machines.*Troubleshoot and quickly resolve issues with point of sales systems*Experience using store accounting software*Keep store records current and send files and forms to corporate offices*Responsible for ordering money, dealing with armored carriers, and making daily deposits*Responsible for calling customers with returned checks and ensuring payment before going to collections Show less *Supervise up to 12 cashiers including scheduling meals and breaks*Responsible for sending and receiving money orders and Western Union wire transfers*Provide refunds in accordance with store policies and guidelines*Handle upset customers with great care, quickly resolving any issues they may have*Assign closing/opening duties to cashiers and make sure its done properly*Assign tasks to cashiers*Make corrections to orders such as price changes*Answer and direct phone calls Show less

  • Lead Store Accountant

    May 2011 - Jul 2012

  • Customer Service Clerk

    Feb 2009 - May 2011

  • Cashier

    Aug 2008 - Feb 2009
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  National Student Clearinghouse

  Jul 2012 - Dec 2013

  Service Implementation*Research and gather client information to help determine the best approach to business needs.•Train clients on use of the StudentTracker services via phone, email, and/or webinar.•Provide appropriate documentation on best practices and use of StudentTracker services.•Create and update Secure FTP accounts used by StudentTracker subscribers.•Create client accounts and make updates to client-approved contacts to maintain data security.•Conduct training seminars to ensure client understanding and use of services and reports.•Evaluate client questions and requests for opportunities to improve their understanding and use of services.•Collaborate with other internal departments developing a cohesive relationship and procedures to best assist customers. Customer Service and Support•Answer customer inquiries, resolve problems, and provide general assistance.•Proactively follow-up with clients to ensure usage, effectiveness, and satisfaction. •Follow-up on inactive clients to rebuild relationships and reactivate accounts.•Ensure timely review and processing of data files and contracts.•Compile feedback for service enhancements/improvements. Data Processing and Analysis•Process incoming data files in a manner that provides accurate and timely delivery of reports. •Identify discrepancies that could adversely affect reporting.•Contact customers to resolve identified data discrepancies providing appropriate error resolutions and suggestions for best practices.•Communicate with accounting, computer operations and legal counsel to resolve internal issues that prevent processing of data files.•Collaborate with Team Lead and/or Manager regarding problematic customers and/or data files.•Actively participates in training, testing, and service initiatives.*Consistently meets expectations for all QC initiatives/competencies. Show less *Review and correct pending verification Web responses from schools as necessary, contacting schools for clarification as required. *Provide technical support to administrators of schools and commercial companies such as reset passwords, update contact lists, and delete users*Review and eliminate duplicate requests *Provide timely and accurate notification response to requestor*Accurately document customer communication and processing activities and requirements *Handle sensitive data according to government FERPA regulations Show less

  • StudentTracker Client Coordinator

    Jul 2013 - Dec 2013

  • StudentTracker Analyst

    Jul 2012 - Jul 2013
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  Parlevel Systems

  Feb 2016 - Apr 2018

  Responsible for small vending operators in United states & Canada* Within 2 weeks introduced an auto-dailer, increasing call volume for entire team. * Work closely with Chief Commercial Officer and suggest different sales tactics* Schedule larger demos for senior sales reps * Cold call/email and educate prospects on Parlevel's services* Cross-sell new products and features as they become available* Develop lasting relationships with customers and continue to provide subject matter expertise9/2017 Researched/managed a project to increase outbound sales calls. As of 10/2017 outbound calls per sales rep have more than tripled! Show less * Proactively support customers through various forms of communication * Quickly diagnose customer issuess* Interpret customer data (sales, machine reports, inventories) and identify potential discrepancies * Actively assist customers in troubleshooting machines * Call hardware providers on behalf of customers to assist in the quick resolution of any issues * Research product additions to Parlevel’s master catalog at the customer’s request * Work with Support, Development, and Hardware teams to achieve project deadlines Show less

  • Junior Sales Associate

    Jul 2017 - Apr 2018

  • Hero Support Specialist

    Feb 2016 - Jun 2017
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  Rackspace

  Jan 2019 - Sept 2021

  Customer Service Technician

  As a Migration Specialist in Cloud Office, perform technical email migrations, responsible for ensuring excellent customer relationship management for up to 16 concurrent customers ranging from small businesses to organizations with up to 4,000 people.● Responsible for all aspects of email migrations into Cloud Office including customer service support, technical migration using a variety of technical tools, and project management throughout project initiation, planning,execution, and post-migration support.● Recognized for consistent exemplary customer service from multiplecustomers, while serving as a team resource in deescalating conflicts withcustomers when issues are encountered during migration projects.● Constantly identify opportunities to encourage and improve teamcommunication and automate processes to improve the customer’s migrationexperience.● Provided excellent Tier 1 email and application front line support for four (4)months, prior to transitioning to the email migration team.● Select accomplishments include:o Identified a need and compiled a library of Powershell commands that was adopted across team members to automate building email environments forOffice 365 and Hosted Exchange environments, significantly reducing manual data entry.o Continually seek out additional responsibilities, recently providing training for a small team to most efficiently move from IMAP/POP emails to Office 365, ensuring the team could scale and manage concurrent migrations for a consortium of local government entities (~8,500 email accounts). Show less

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  Zones IT Solutions

  Sept 2021 - Jan 2022

  Premier Ambassador

  Act as the single point of contact for Premier Microsoft Customers (Large Enterprise).● Coordinate communications between Microsoft Account Managers (CSAM), Microsoft Product Group (PG), and Premier customers.● Provide support for a wide variety of Microsoft 365 Products such as Azure, Sharepoint, Exchange Online, Security and Compliance, Office Applications, Teams.● Run diagnostic reports pertaining to issues raised by customers.● Document customer interactions via Microsoft’s CRM (RAVE).● Test and replicate issues via Microsoft testing Tenants.● Instruct admins and assist in the collection of data collection using ProblemStep Recorder and applicable network files (HAR/Network trace).● Handle a caseload of ~15 Premier customer tickets at any given time.● Research internal and external Microsoft documentation and provide tocustomers when applicable. Show less

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  Clark Fork Technology

  Jan 2022 - now

  Founder