Operations Manager Service Representative

Matthew Scott

Email: ad0xd3@r.postjobfree.com

Cell: 480-***-****

Employment History

*/**** - ******* - ******** *********- Account Manager

**/**** – 9/2023 – Poolman Aquatics - AZ

Director of Service

Manage COGS to maintain 15% or less for department.

Deliver 100% weekly service completions.

Deliver 98% on time completions.

Train, develop, and support on-site staff members to establish their adherence to company policies, procedures, and standards.

Establish their adherence to company policies, procedures, and standards.

Manage Route base system in Salesforce for 57 Pool Service Professionals

Provide seamless communication, implementation, and execution of directives communicated down from the management team.

Provide leadership to Pool Service Professionals to inspire and enable them to meet or exceed targets on a daily/weekly/monthly basis.

Supervise Pool Service Professionals to deliver a company’s high-level standards.

Create and ensure a safety-first culture that is apparent in every operation daily.

Establishes a schedule for recommended replacement of fleet vehicles.

Drafts and presents reports on department operations and expenses.

Manage day-to-day operations

Interview, hire and setup all new hire training.

O6/2018 – 09/2022 - Shasta Pools Industries - AZ

Guest Relations Operations Manager-New Pools Sales Division

Lead Generation experienced Analytic, Strategic and Tactical.

Provided quarterly forecasting for daily and weekly scheduling for team members.

Directed various projects throughout the pool build process.

Consistently identified increases and losses in each market area to exceed quarterly projections.

Monitored and ensured SLAs were met daily, by providing systematic career guidance and finding monthly assignments for CSR’s.

Assigned CSR’s in WFM queues to meet daily call volume.

Provided daily, monthly, and annual department productivity reports to executives.

Analyze data daily to identify trends that would increase revenue and reduce appointment cancellations. Created quarterly and annual projections for department production.

Performed monthly 1-on-1 coaching and development with CSRs for team growth.

Designed, created, and implemented SOPs to align with the department structured initiatives. Streamlined day-to-day processes that were more efficient for the business.

Reduced losses to competitors by 30%.

Increased department workforce to handle more sales volume resulting 2.3 million in revenue.

Successfully maintained budgeting, P&L, strategic planning, analytics, and communication for stakeholders. Reviewed all new permits to ensure compliance.

Hire potential candidates and provide initial and onboard training.

Balance day-to-day management business operations.

09/2017 – 06/2018 – Centene Corporation. - AZ

Patient Service Manager

Monitored call queue daily to ensure quality and SLA were met and/or exceeded.

Monitor telephony system daily for real-time reporting to stakeholders.

Review and counsel employee performance challenges. Develops and monitor progress on employee Performance Improvement Plans. Drafts performance evaluations for senior management review. Consults with Human Capital on performance and behavior concerns.

Ensures weekly 1-on-1’s with team and team leaders discussing development and to maintain/improve metrics. Successfully met daily service levels (SLA, AHT, ACW, Call Abandonment. Ensure all HIPPA and healthcare regulations and laws are in adherence.

Provide scheduling coverage for Contact Center utilizing Workforce Management system to plan/forecast employee schedules based on call volume trends and monitor queue assignments for appropriate staffing. Regularly employee coaching and development training.

Interview/Hire potential candidates for Patient Service Representatives and Patient Service Representative Team Leads, coordinate training of new employees, and assist with Center.

Organize, conducts, and communicates staff meetings on updates, changes/issues affecting Center productivity, provide day-to-day management of business.

06/2015 – 09/2017 – TriWest Healthcare Alliance – AZ

Veteran Services Supervisor

Monitored call queue daily to ensure quality and SLA were met and/or exceeded.

Monitor calls, chat rooms daily for real-time coaching and quality excellence.

Review and counsel employee performance challenges. Develops and monitor progress on employee Performance Improvement Plans. Drafts performance evaluations for senior management review. Consults with Human Capital on performance and behavior concerns.

Performed as liaison for Veterans with various VAs within the United States to locate eligible healthcare providers.

Ensures internal business standards, guidelines and procedures are in place to achieve/maintain exceptional customer service and performance levels. Ensure Patient Service Representative Team follow all system protocols for data entry edits and corrections.

Interview potential candidates for Veteran Service Representatives and Active Military Service Representative Team Leads, coordinate training of new employees, and assist with Center training initiatives. Regular 1-on-1 coaching’s with employees.

Organize, conduct, and communicates staff meeting on updates, changes/issues affecting Center productivity.

Monitor Daily Service Levels (SLA, AHT, ACW, Call Abandonment) to meet contractual agreements. Ensure all HIPPA and healthcare regulations and laws are in adherence.

02/2013 – 06/2015 -UnitedHealthcare Group – AZ

Clinical Authorization Intake Supervisor

Managed a team of Medical Intake agents for Optum medical insurance plans.

Monitor Contact Center Intake Representatives calls daily to ensure daily goals and quality objectives were met consistently. Set metric weekly/monthly goals for Team/Individually. Address all Human Capital concerns.

Lead weekly team huddle meetings which include updates, changes, and revisions of procedures and processes. Regular 1-on-1 coaching’s with employees.

Project manager for new initiatives (MIOD) and program that impact the production for elderly medical insurance.

Monitor Daily Service Levels (SLA, AHT, ACW, Call Abandonment) to meet contractual agreements. Ensure all HIPPA and healthcare regulations and laws are in adherence.

Monitor Team and Center schedule adherences, call statistics and quality reviews to provide coaching and development opportunities to employees.

Interview potential candidates for Intake Representatives, coordinate training of new employees and assist with Center training initiatives.

Working closely with key SDDC Core Infrastructure leads to monitor and support consumption of services and align with demand management to understand upcoming major initiatives.

Perform other tasks and duties as assigned by senior leadership. Review claims when needed.

Previous Employers – (Will discuss more at Interview)

10/2010-12/2011 – Christensen Computer Company – IT Resource Technician - AZ

01/2009-10/2010 – Sears Holdings Inc. – Ecommerce Fraud Prevention Manager – AZ

02/2007-06/2008 – The Tungland Corp. – Network Admin Supervisor – AZ

08/2004-02/2006 – Cox Communications – Field Service Supervisor - TX

03/1999-08/2004 – Cingular Wireless/AT&T Wireless – Customer Operations Manager – MS

Skills/Systems

CRM Systems: DBX, Pentair Pool Builder (PPB), Salesforce, Slack, ERP, NICE IEX, CMS Supervisor R17 Oracle, Qfinity, DOS, ISO 9000, Care Radius, and Xmedius.

Telephony Systems: Crexendo, Cisco, Five9 and Zendesk.

Operating Systems: Microsoft Windows (Systems), NI Unix, Linux, and Slackware.

Education

Tahoka High School – 1980-1984 - TX

South Plains College – Certification of Business Management-TX

Western Governors University – Currently Enrolled (B.S. Business Administration, Management)

Certifications

Certification of Quality Management-TX DOT

Certification of Asphalt Plant Operation Specialist-TX DOT

Certification of Construction Inspector-TX DOT

Certification of Nuclear Density Operator-TX DOT

LinkedIn Profile: (Copy link)

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