Manager Customer Service

MATTHEW K. WYATT

*** ****** **** *** *, Weirton W.V. 26062

304-***-**** - ****.*********@*****.***

PROFILE

Sr. Training Supervisor with over 10 years of domestic and international experience. A proactive individual whom can implement and sustain continuous improvement projects based on key performance indicators. A motivated professional with the skill sets to both engage and drive employee morale in order to exceed departmental goals.

EXPERIENCE

Sr. Training Supervisor, IBEX GLOBAL — Feb. 2012 - Dec. 2018

I have held the titles Customer Service Representative, in-Team Trainer, Trainer, Supervisor, Sr. Training Supervisor, and Training Manager across contracted campaigns with AT&T, Santander Bank, DTV, Allegheny Health Network and confidential technical campaigns. I have launched a division in Spring Hill, TN that became the top producing site for the campaign. I strengthened and grew the contract with Allegheny Health Network receiving many accolades from the client.

Communication Specialist, ICON COMMUNICATIONS CENTRE — Nov. 2008 - Dec. 2011

I collaborated with the Site Manager developing Department goals and maintained direct contact with contracted companies to further Business relationships for Icon. I was responsible for informing and communicating logistics with contracted clients and communicating business strategies for the center. Additionally, I developed and delivered trainings on products and sale techniques for various campaigns: inbound service and sales, outbound sales and surveys, business to business marketing, and survey/data mining analysis.

Area Supervisor, CEDAR POINT — 2002 - 2004

I managed 13 vendors stands with over 200 employees with no less than 50 points of sale at any moment. I maintained schedules, revenue quotas, and staffing levels. I also ensured quality customer service expectations were anticipated and met along with employee satisfaction at an exceptional level in a multicultural environment.

EDUCATION

1ST FACILITY OF MEDICINE IN PRAGUE CHARLES UNIVERSITY, PRAGUE CZECH

REPUBLIC — 2005 – 2011

WVNCC, WHEELING, WV — ASSOCIATE IN SCIENCE 2003

Certification

Epic Front Desk - AHN- 2018

Certified Master Trainer - AT&T - 2016

Certified Managing Trainer - Ibex - 2017

SKILLS

Communication – Client presentation, customer networking, employee management, interdepartmental collaboration

Planning & Organization – Compose & maintain employee files and metrics, actualize & implement curriculum; Project ramps and staging

System proficiencies – Microsoft: Word, Excel, Outlook, PowerPoint, Windows XP, 7, 10; Macintosh/ Apple: iWorks; Avaya X1, Avaya CMS, Avaya phone systems; Nice iEX WFM; Epic (FrontDesk)

REFERENCES

Brian O’Neill - Training Manager, IBEX GLOBAL - known 1 years

Anthony Morelli - Training and Quality Manager, Allegheny Health Network - known 7 years

John Skubis - Field support IT, IBEX GLOBAL - known 7 years

Cynthia Moore - Training Manager, IBEX GLOBAL - known 4 years

Phil Wright - Operations Manager, ICON - known 4 years +420-*********

Additional reference available upon request

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