Matthew Pervier
Leicester
Summary
CDL Class A driver with a strong commitment to safe and timely deliveries. Proven skills in route planning and vehicle maintenance enhance operational efficiency. Demonstrated ability to adapt and self-deploy as needed, ensuring a secure working environment. Eager to contribute to a reputable transportation company and advance within the industry.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Facilities Maintenance Specialist
Charter Communications
Worcester
04.2022 - 07.2025
- Oversee the implementation and execution of all building maintenance, facilities projects, and physical safety and security.
- Responsible for managing vendor relationships.
- Serve as the in-market point of contact for all day-to-day facilities related needs.
- Oversee the maintenance of all facilities, maintenance and grounds.
- Ensure all building systems are operational and maintained in accordance with company policies, environmental regulations, building codes, and local/national regulations.
- Assist with the preparation of cost estimates and planning process for space-related projects.
- Compile cost estimates, space needs, and furniture and equipment needed to be used in project plans.
- Obtain bids and negotiate rates/prices for vendor services (e.g., janitorial, landscape, HVAC, etc.) and present to facilities leadership for review.
- Maintain card access systems and security systems. Issue ID badges.
- Communicate emergency and security procedures. Communicate health and safety procedures.
Corporate Escalation Team Lead
Charter Communications
Worcester
07.2004 - 04.2022
- Handle customer escalations due to variety of issues (I.E.) Video Repair, Billing, Sales and Retention issues as well as ongoing unresolved matters. Handle and investigate BBB/ FCC/ Corporate complaints as requested.
- Provides support to the Customer Care Coach in identifying center trends.
- Assist reps in achieving success with key performance indicators.
- Responsible for facilitating effective team building exercises with reps to continuously share best practices as well as quality monitoring.
- Respond to customer complaints received from a variety of internal and external sources.
- Conduct in depth research to understand customer concerns to identify circumstances/actions that caused a customer to escalate.
- Accurately and succinctly summarize customer information and initial research results to ensure the business owner has all information necessary to address the complaint.
- Serve as a resource for the CCED leadership team regarding the post-resolution analysis.
- Provide expert knowledge related to company products, services, business rules and policies.
- Utilize business communication skills to articulate verbally and in writing, a complete summary, analysis and conclusion of escalated complaints.
- Ability to handle various tasks simultaneously, organizes, prioritizes, and works efficiently and effectively under deadlines.
- Ability to explain both orally and in writing rules, regulations, procedures, guidelines and policies.
- Ability to maintain impartiality, remain objective and possess strong judgment skills.
- Strong organizational and time management skills.
- Ability to prepare specialized reports.
- Perform all other duties as assigned.
- Fielding inbound calls pertaining to Video repair, Customer Retention, and Help Desk Support.
- Resell customers the value of our product.
- Led team meetings to align project goals and timelines.
- Trained new employees on company policies and procedures.
- Trained new staff in relevant processes and procedures.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Identified opportunities for process improvements, implementing changes when required.
Education
Parker Professional Driving School -
Parker Professional Driving School
West Boylston, MA01.2026
Communications -
Fitchburg State College
Fitchburg, MA01.2002
Liberal Arts -
Quinsigamond Community College
Worcester, MA01.2000
General Degree -
Burncoat High School
Worcester, MA01.1997
Earned Credits towards a 4year Degree -
Earned Credits towards my Communications Degree -
Skills
- Effective communicator
- Collaborator
- Leader
- Proficient in understanding facilities needs
- Knowledge of building and maintaining vendor relationships
- Fast learner
- Goal oriented
- Self-motivated
- Career driven
- Ability to work alone
- Ability to work in group settings
- Adaptability to changing environments or tasks
- Effective communication
- Customer service
- Team building
- Vendor management
- Conflict resolution
- Time management
- Problem identification
Certification
CDL CLASS A, 01/08/26
References
Available upon request.
Timeline
Facilities Maintenance Specialist
Charter Communications
04.2022 - 07.2025
Corporate Escalation Team Lead
Charter Communications
07.2004 - 04.2022
Parker Professional Driving School -
Parker Professional Driving School
Communications -
Fitchburg State College
Liberal Arts -
Quinsigamond Community College
General Degree -
Burncoat High School