Matthew Purcell
Parsonsburg
Summary
Results-driven Senior Customer Service Coordinator with expertise in client retention strategies and escalation management, enhancing customer satisfaction through streamlined service delivery. Developed high-performing teams and implemented effective training programs as Branch Manager, fostering strong customer relationships and driving operational efficiency. As Commercial Sales Manager, crafted sales plans that drove revenue growth while ensuring exceptional client satisfaction throughout the sales process.
Overview
21
21
years of professional experience
Work History
Senior Customer Service Coordinator
Perdue Agribusiness
Salisbury, MD
07.2025 - Current
- Managed customer inquiries and provided timely resolutions to enhance satisfaction.
- Coordinated communications between departments to streamline service delivery processes.
- Assisted in troubleshooting product-related issues, ensuring prompt solutions for customers.
- Developed training materials to onboard new team members effectively.
- Processed and recorded incoming payments accurately and efficiently.
- Assisted in maintaining customer accounts by updating billing information and resolving discrepancies.
- Monitored aging accounts receivable reports to identify overdue payments for follow-up actions.
- Strengthened relationships with key clients by providing exceptional service in addressing inquiries regarding account balances or payment issues.
- Collaborated with sales teams to address customer disputes, resulting in prompt resolution and maintained relationships.
Branch Manager
Universal Supply Company
Salisbury, MD
07.2018 - 07.2025
- Developed and implemented strategic plans to enhance branch performance.
- Directed daily operations to ensure efficiency and service excellence.
- Managed staff recruitment, training, and development programs to build a high-performing team.
- Fostered strong customer relationships through effective communication and problem-solving strategies.
- Analyzed sales data to identify trends and inform inventory management decisions.
- Collaborated with cross-functional teams to drive initiatives that improved operational workflows.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
Commercial Sales Manager
Beacon Roofing Supply
Salisbury, MD
07.2005 - 07.2018
- Developed strategic sales plans to increase market share and drive revenue growth.
- Analyzed sales data to identify trends and optimize pricing strategies effectively.
- Led cross-functional teams to enhance product offerings and improve customer satisfaction.
- Mentored junior sales team members, fostering professional development and enhancing performance.
- Responded to customer feedback in a professional and constructive way.
- Provided exceptional customer service throughout the entire sales process, ensuring client satisfaction from initial contact through post-sale follow-up efforts.
Education
High School Diploma -
Wicomico High School
Salisbury, MD06-1999
Skills
- Customer support
- Complaint handling
- Client retention strategies
- Escalation management
- Account management
- Team collaboration
- Client assistance
- Payment processing
- Order fulfillment
- Problem-solving abilities
- Conflict management
- Strong leadership
Timeline
Senior Customer Service Coordinator
Perdue Agribusiness
07.2025 - Current
Branch Manager
Universal Supply Company
07.2018 - 07.2025
Commercial Sales Manager
Beacon Roofing Supply
07.2005 - 07.2018
High School Diploma -
Wicomico High School