Matthew Lair
Jerseyville
Summary
Results-driven Enterprise Accounts Portfolio Manager with experience overseeing multi-site operations, enterprise client relationships, and large-scale account performance initiatives across high-volume environments. Proven ability to manage portfolios exceeding $48 million in annual revenue while supporting operations across 47 locations. Demonstrated success in driving operational efficiency, improving onboarding processes by 90%, and implementing compliance and SLA performance workflows that enhance accountability and reduce service gaps.
Skilled in cross-functional leadership, executive reporting, workflow optimization, and client relationship management. Recognized for improving customer satisfaction scores by 80% through strategic operational improvements, proactive communication, and partnership with branch and regional leadership teams. Adept at leading transitions, supporting revenue growth initiatives, and delivering measurable business results in fast-paced enterprise environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Enterprise Accounts Portfolio Manager
Allied Universal
St Louis
10.2024 - Current
- Led operational oversight across 40+ enterprise client locations, ensuring alignment with corporate business objectives, service standards, and compliance requirements.
- Managed enterprise account reporting and analytics supporting $48M in annual revenue, delivering accurate KPI insights to Corporate and Regional leadership.
- Increased onboarding and operational efficiency by 90% through workflow redesign, process automation, and cross-functional coordination.
- Leveraged Allied Universal platforms including Winteam, HELIAUS, Mercury, Verian, and Ad-X to monitor performance, streamline reporting, and improve accountability.
- Delivered executive-level reporting to regional leadership, translating complex operational data into clear business insights.
Enterprise Accounts Client Manager
Allied Universal Security Services
St. Louis
01.2024 - 10.2024
- Developed and maintained strong relationships with clients to ensure customer satisfaction.
- Monitored performance metrics to ensure adherence to SLAs and KPI metrics
- Developed strategies for increasing customer loyalty by understanding their expectations and preferences.
- Provided support to clients during implementation of new products or services.
- Resolved customer complaints in a timely manner through effective communication techniques.
- Ensured compliance with applicable laws while dealing with clients in different jurisdictions.
- Ensured consistent monitoring and upkeep of key contacts using HELIAUS
- Supported clients by supplying customized reports on a regular basis.
- Conducted thorough audits of payroll to guarantee the precision of pay rates and bill rates.
- Engaged in regular communication with clients through weekly calls as well as monthly participation in regional MBR/QBR's.
Service Manager
Allied Universal Security Services
Maryland Heights
07.2021 - 01.2024
- Trained over 100 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Managed efficient teams of up to 600 employees.
- Assist with Director of Operations to manage 24,000 hours per week with annual revenue of over 10 million dollars.
- Oversaw day-to-day production activities in accordance with business objectives.
- Provided documentation of processes to comply with regulations and company policies.
- Achieved team goals through formalized training plans, coaching and performance management.
- Managed, trained and motivated Account Managers and Security Professionals to continuously improve knowledge and abilities in the security field.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Education
MBA - Business Management
University of Phoenix
05.2022
Bachelor of Science - Criminal Justice
University of Phoenix
05.2015
Skills
- Enterprise operations management
- Multi-site portfolio leadership
- Winteam, HELIAUS, Mercury, DOMO, Verian, Ad-X
- KPI tracking and performance reporting
- Metrics-driven decision making
- Risk identification and mitigation reporting
- Client relationship management
- Executive-level communication
- Data-driven leadership
Certification
- CPR certified
- CPR Instructor - 2019 to current Training
- ASIS MEMBER 2020 - Present
Timeline
Enterprise Accounts Portfolio Manager
Allied Universal
10.2024 - Current
Enterprise Accounts Client Manager
Allied Universal Security Services
01.2024 - 10.2024
Service Manager
Allied Universal Security Services
07.2021 - 01.2024
MBA - Business Management
University of Phoenix
Bachelor of Science - Criminal Justice
University of Phoenix