Matthew Burroughs is seeking a customer service manager position. He has over 15 years of experience in customer service, operations management, and process improvement. He has a proven track record of finding innovative solutions, building productive teams, and improving bottom-line results. His key achievements include reducing costs, implementing new software, increasing efficiencies, and developing partnerships. Burroughs holds a Bachelor's degree in Economics from Colorado State University.

1. Matthew Burroughs 303.507.8328
6144 Valley Vista Ave., Firestone, Colorado 80504 Burroughs27@gmail.com
CUSTOMER SERVICE MANAGER
Leadership ~ Strategic Planning ~ Budgeting ~ Facilities / Operations
Customer Relationship Management ~ Sales and Marketing ~ Negotiations
Communication ~ Health Care Supply Chain ~ Analysis~ Team Building ~ Scheduling
Project Management ~ Staff Development ~ Process / Performance Improvement
Health and Safety Programs ~ Multiple Locations ~ Problem Resolution
Supervision and Training ~ Business Administration ~ Security
 An action-oriented and vision-driven leader with exemplary achievements developing and
implementing business processes. Established track recordof finding innovative solutions
to drive business success by thinking out-of-the-box and generating results.
 Proven leadership complemented by self-motivation and business acumen along with a
proactive and people-centric style. Credited for building productive teams that beat
company goals and contributed to the company’s competitive edge.
 Solid background conducting process analysis to investigate issues,resolve problems and
implement processes that improved bottom-line results. Excellent skills establishing
realistic performance objectives to ensure employee buy-in. Exceptional skill recognizing
true issues, and focusing fixes toward root cause solutions.
 Bachelor of Arts in Economics, Colorado State University, Fort Collins, CO
KEY ACHIEVEMENTS
 Researched manufacturer of steel parts, reviewed schematics, and interviewed specially
trained techs that resulted in reduction in cost of repairs that had been formerly estimated
twice as much.
 Oversaw two state custom software rollout that required working in tandem with IT, and
the training 120 employees to utilize the software to its full potential.
 Created and implemented new spreadsheets that tracked discretionary spending per
month per employee which resulted in $10,000 in savings per year in my division of the
company.
 Reduced repair cycle time and increased customer service scores by analyzing and
tracking data trends among our vendors.
 Led a committee of seven tasked with the improvement of the work environment by
researching, developing anonymous survey in MS Sharepoint, and interpretation of the
collected data that resulted in increased job satisfaction and improvement of the work
environment by 15%.

2. Matthew Burroughs Page 2
(Key Achievements Cont’d.)
 Developed work flow and volume trend report that justified increasing the size of my team
by two when I submitted the data to my superiors.
 Retained four of my vendors who had been slotted for removal due to our extensive
contract modification, by mediating between them and the new policy requirements.
 Resolved an escalating customer complaint through coaching an employee to a
successful outcome that resulted in a satisfied customer that promoted our company with
an excellent survey, all without compromising company standards.
 Identified a system error, then spearheaded project to fix and deliver EDI 845's (Contract
notifications) to 20 partners that were previously failing.
 Developed partnership with rural New Mexico police force that resulted in a 90% quicker
turnaround on our claims and who became willing to share pertinent information with us.
 Mediated vendor customer service decline by identifying reoccurring problem with difficult
customer interactions that resulted in the vendor being restored as a top performer once
again after restructuring the organization.
 Identified an opportunity to deliver more EDI 810's (invoices) that increased
automated/electronic invoice payments by more than $3m/day.
 Supervised new corporate pilot payment system in the Denver metro area that resulted in
$1.2 million in savings over a three year period.
CAREER SUMMARY
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