MATTHEW HALLOWELL’S RESUME - UPDATED 03/01/2017.

1. Matthew W. Hallowell Jr.
6059 Glenton Drive (215)-317-2714
New Albany, OH. 43054 MHALLOWELL66@ATT.NET
INNOVATIVE CUSTOMER SERVICE MANAGER
Customer Service Management Specialist. I am a recent graduate with my Masters in
Management. I lead customer service teams through the daily execution of management strategies, all
designed to improve performance. Highly skilled in many facets of customer service management,
CRM management, employee management, one call resolution, escalation management, and the
coordination of successful customer service teams. Able to oversee and manage the customer service
department daily to enhance processes or procedures, that continuously works to improve customer
service operations and performance.
EXPERIENCE
M&J SHOES LLC, CHALFONT, PA. 01/2014 TO 01/2017
Lead Customer Service Manager
• $12 Million in orders processed annually
• Customer Service Management Specialist
• Coordinate and manage all daily customer service operations for the department
• Act as a liaison between: Customer Service, Sales, Credit, Collections, Production, and the
Warehouse, ensuring all orders are shipped to make month end / year end
• As CS Manager Assign special projects or tasks to employees based on their competencies and skills
• Responsible for all aspects of the Customer Order Process, EDI Management, and new orders
• Manage Employee: scheduling, training, talent cultivation, mentoring, corrective action plans,
yearly performance reviews, all to meet departmental standards, and HR policy
• Develop monthly goals, or strategies, for my team of 15+ CSRS, to promote a positive high-quality
work ethic, and a new standard of excellence within all customer service operations
THE JONES GROUP INC, BRISTOL, PA. 06/2008 TO 10/2013
Sr. Account Services Coordinator
• Nine West Footwear Division with $100 Million plus in orders processed annually
• Provide high level customer service to the top NW divisional accounts, processing all orders from
the time of contract entry through to confirmed EDI’S, in a timely manner to meet all start ships
• Initiate system reviews in SAP, BW, or WM, to ensure orders shipped, improving order quality
• Assist new customers with account setup in SAP, product catalog setup, and provided step by step
navigation to EDI new orders over in SAP
• Oversee SAP accuracy for the NW division through the price override report, the short shipment
report, and the auto order cancellation report, daily to keep SAP clean
• Assist departmental managers with chargeback resolution and updating customer order requirements
in SAP for mitigating future similar chargebacks
• As Sr. Coordinate with Production, Sales, and the Warehouse daily, to manage inventory
• Assign divisional projects or tasks to employees based on their competencies and skills

2. Matthew W. Hallowell Jr.
6059 Glenton Drive (215)-317-2714
New Albany, OH. 43054 MHALLOWELL66@ATT.NET
EDUCATION
University of Phoenix: MM or Master of Management. Graduated - 06/30/2016
University of Phoenix: BSBM or Bachelor of Science in Business Management. Graduated - 07/31/2014
University of Phoenix: AAFB or Associate of Arts in Foundations of Business. Graduated - 07/31/2012
Upattinas School (Private): High School Diploma. Graduated - 01/27/2004
SKILLS
Chargeback Resolution, Collaboration, Coaching, CRM, Customer Escalation Management, Customer
Order Management, Customer Satisfaction, Customer Service Management, Customer Service,
Communication, Data Entry, Dedication, EDI’s, EDI Management, Email, Escalation Resolution,
Leadership, Logistics, BW Reporting, ERP, SAP, ACS 400, &WM Systems, Management, Motivation,
Order Entry, Organization, Performance Improvement, Problem Solving, Process Improvement, Progress,
Project Management, Quality Control, Results, Reporting, Sales Management, Strategic Management,
Talent Cultivation, Team Building, Team Management, Teamwork, Training, Typing, Warehouse
Management, Office Suite: Microsoft Office, Excel, Outlook, Project, Power Point, and Word.
References Available Upon Request