Matthew Hemmer M ount Prospect, IL. acxkr9@r.postjobfree.com 773-***-****

Senior level manager well-versed in telecommunications Provisioning, Repair, Field Operations, and Customer Service Team management, support systems and operational procedures. Well-rounded 17 year telco background includes experience managing Repair, Field Operations, call centers, and working with software teams to create ideal system support for all carrier operations. Call One -A unique, full service technology/telecommunications company. Repair-NOC Manager 2014 – Oct. 2016

● Managed team of 12 people who handled over 1,000 tickets per month. Ticket work drove 5,000 inbound e-mails, 1,000 inbound calls, and 3,000 outbound calls per month

● Oversaw multimillion dollar business unit responsible for repairs on DSL on up to DS3, OC-x, and Gig E connectivity

● Responsible for IP services network that contained over 2,000 customer end points on both resold and Call One facility based circuits for VoIP, SIP trunks, MPLS, and DIA

● Supported TDM services for thousands of customer locations

● Achieved no call center hold time for over 98% of inbound calls during tenure

● Helped transition company CRM, inventory, and ticketing system to new platform

● Led the creation of training program for new and existing hires

● After hire quickly instituted common industry KPIs such as time to repair

● Decreased time to repair by 15% across all products

● Performance managed our carriers and improved carrier repair time by 18 hours across all products

● Worked with Revenue Assurance to ensure we obtained financial credits from carriers in all situations where their repair violated our SLA which increased financial credits by $50,000 per year

● Reduced escalations to managers and above by 60% while also acting as level 3 contact 24/7

● Managed customer satisfaction that yielded a less than 1% customer churn rate

● Drove increase in operational performance in Customer Service systems by over 60% positively impacting speed of staff to perform repair tasks

● Products supported included: Unified Communications, 24/7 Monitoring, ShoreTel, and more

● Prepared detailed presentations based on team performance for executive leadership

● Decreased internal customer requests for credits based on repairs exceeding SLAs

● Utilized personal technician expertise to train team on router configurations, MPLS networking, and IP MegaPath- A national provider of broadband, VOIP, and managed services (formally Covad Communications) 1999-2014

Senior Manager- Business Analyst 2013 - 2014

● Worked with internal operations teams, including Provisioning, to understand their day to day operations

● Defined opportunities to use systematic workflow to help scale the business

● Partnered with software developers to create and refine the systematic vision we laid out

● Wrote official business requirements and user stories

● Used the creation of APIs to eliminate the manual effort of six full time offshore resources saving 200,000 dollars per year

● Decreased time to process scheduling of technicians by 85%

● Executed end to end review and documentation of operational workflows

● Tested system enhancements before release into production environments

● Created process\job aid documentation

Senior Manager- Global Dispatch Operations 2010 - 2013

● Was responsible for call center which handled 300-500 customer calls per day across various queues

● Oversaw agent follow up to an additional 200-400 internal customer requests per day from various internal systems sent by multiple organizations

● Controlled scheduling of 200-300 broadband installation\ repairs per day

● Led initiatives that generated improvements in common call center KPIs such as average speed to answer, max wait time, and average handle time

● Managed one million dollar yearly expense budget

● Grew team from 17 to 33 agents over 2 years as demand increased after company mergers

● Provided guidance to frontline Supervisors for training, hiring, and performance managing agents as needed

● Partnered with Provisioning to ensure orders were properly completed to ensure tech success Operations Manager- Field Operations 2008 – 2010

● Directed the activities of a 44 man field service force responsible for the installation and maintenance of customer data services and a nationwide ATM network

● Improved technician KPIs that measured install closure rate, TTs after installation, time on site, and customer caused failures

● Reviewed and created data which showed specific technician and team efficiency, productivity, and success

● Maintained complex internal systems which controlled technician scheduling

● Responsible for 11 million dollars in tech inventory Support Manager- F ield Operations 2003-2008

● Created, documented, and refined organizational processes

● Project managed customer deployments

● Created training documentation for DSL and T-1 routers used to train 100+ techs Senior Field Technician- F ield Operations 1999-2003

● Installed and repaired DSL at central offices and customer premises

● Did quality analysis on work completed by other techs

● Trained technicians on all aspects of the job from router configurations to premise wiring EDUCATION:

● Northeastern Illinois University Chicago, IL Business Administration

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