Matthew Panaia
Customer service professional
Holland,MA
Summary
Versatile professional with extensive experience in inventory management, logistics, customer service, and training. Skilled in optimizing processes and ensuring regulatory compliance. Proven track record of delivering exceptional customer service and facilitating effective training programs while managing learning systems. Committed to safety, punctuality, and adaptability as a qualified driver in dynamic environments. Strong attention to detail and excellent communication skills consistently support the achievement of organizational goals. Customer-oriented transportation team member with proven safety skills and impeccable driving history. Log daily activities, coordinate customer documentation and collect payments to meet recordkeeping requirements. Skillfully plan efficient daily routes to meet customer needs and maximize delivery schedules.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Delivery Driver
Sira Naturals/Ayr Wellness
Milford, MA
01.2020 - 09.2025
- Managed manifest creation within Metrc and facilitated product distribution through Leaf Logic to improve transportation and inventory management.
- Provided exceptional customer service while fulfilling cannabis orders for wholesale and retail clients.
- Complied with CCC regulations to meet all delivery specifications.
- Also served as Brand Ambassador during this time during pop-ups and special events.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
Packaging Lead Technician
Sira Naturals
Milford, MA
07.2019 - 01.2020
- Consistently surpassed daily production targets, ensuring all activities aligned with cannabis inventory policies.
- Executed production batch record instructions with precision, guaranteeing adherence to regulatory standards.
- Managed a clean and sanitary production environment to support hygienic packaging of diverse cannabis products.
- Mentored junior team members, fostering professional growth and development within the department.
Independent Contractor Driver
Contracted with Amazon
Milford, MA
11.2018 - 07.2019
- Documented each package utilizing Amazon's proprietary software, meticulously tracking items from warehouse to final delivery.
- Executed timely deliveries by selecting optimal and efficient routes.
- Cultivated positive relationships with customers by promptly addressing questions and concerns.
- Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.
Trainer/Facilitator
Columbia Threadneedle Investments
Providence, RI
01.2016 - 09.2018
- Facilitated comprehensive training for new hires in the call center, focusing on Mutual Fund accounts.
- Evaluated, designed, and delivered training initiatives for staff at all organizational levels.
- Conducted thorough curriculum reviews to ensure accuracy and adherence to FINRA compliance requirements.
- Trained and mentored 35 new personnel hired to fulfill various roles.
Customer Service Representative
Columbia Threadneedle Investments
Providence, MA
11.2012 - 01.2016
- Processed customer requests for buying and selling mutual fund shares and managing 529 College Savings Plan accounts.
- Executed account maintenance for customer Mutual Fund accounts and 529 College Savings Plans.
- Provided exemplary customer service in alignment with company standards for quality and performance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Disability Specialist
MetLife
Warwick, Rhode Island
03.2009 - 11.2012
- Evaluated disability claims for approval or denial based on established criteria.
- Reviewed existing disability claims to assess the continuation of benefits.
- Calculated disability payment amounts with precision.
- Collaborated with medical professionals to gather pertinent information for accurate decision-making on disability claims.
- Educated clients about available resources and support services, empowering them to make informed decisions about their healthcare options.
- Demonstrated strong organizational skills by efficiently managing a high volume of cases concurrently while maintaining meticulous attention to detail and accuracy in documentation processes.
- Conducted thorough case reviews, maintaining detailed records for each claimant''s application process.
Trainer/Facilitator
MetLife
Warwick, RI
10.2004 - 03.2009
- Conducted new hire training for call center associates managing customer annuity accounts.
- Designed and implemented innovative e-learning and blended learning solutions for various business sectors within MetLife's call center.
- Managed the Learning Management System and Learning Content Management System for associate development and assessments.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Education
Associate of Science -
Springfield Technical Community College
Springfield05-2004
Skills
Inventory tracking
Consistent delivery performance
Training facilitation skills
Customer service expertise
Certification
Series 6 & 63
Timeline
Delivery Driver
Sira Naturals/Ayr Wellness
01.2020 - 09.2025
Packaging Lead Technician
Sira Naturals
07.2019 - 01.2020
Independent Contractor Driver
Contracted with Amazon
11.2018 - 07.2019
Trainer/Facilitator
Columbia Threadneedle Investments
01.2016 - 09.2018
Customer Service Representative
Columbia Threadneedle Investments
11.2012 - 01.2016
Disability Specialist
MetLife
03.2009 - 11.2012
Trainer/Facilitator
MetLife
10.2004 - 03.2009
Associate of Science -
Springfield Technical Community College