Matthew Ferrante

Background

About Matthew Ferrante

Results oriented leader with more than a 30-year record of success. SUMMARY OF QUALIFICATIONS Extensive experience delivering exceptional customer care to the healthcare, automotive, aerospace and defense industries. Ability to balance customer needs with corporate objectives. Passionate about optimizing customer experience through product’s entire life cycle. Resourceful problem solver who pays careful attention to detail. Demonstrated talent for process improvement and staff development. Focused, analytical, and innovative. KEY ACCOMPLISHMENTS - Consistently earned 96% or better customer satisfaction rating for the Field Service Organization as measured by an independent organization. Achieved the prestigious Northface Award for 3 consecutive years for providing world-class customer service- Successfully lead the organization through an acquisition and relocation to California- Restructured Field Service Organization to place knowledgeable decision makers closer to customer level, allowing staff to respond to customer needs efficiently, quickly, and accurately- Streamlined entire Technical Support Organization; established system to direct calls, track problems, and document types and frequency of calls and problems; installed tracking software and ACD phones as analytical tools to measure efficiency- Turned around 2 separate field service organizations, achieving profitability within 1 year- Developed processes and implemented complete quality program for all service personnel- Implemented new service management system, complete with call dispatch, customer billing, mobile service report entry, spare parts/inventory, service contracts, and customer data entry/retrieval/reporting functionalities- Launched 1st ever service marketing campaign; produced, brochures, folders, journal ads, and other marketing material for internal and external customers.