Call Center Customer Care
Resume:
Matthew C Johnson
Wimauma, FL 33598
*******.*.**********@*****.***
PROFESSIONAL PROFILE
Highly talented and accomplished individual with 20 years of call center, customer care, and Site Level management experience. Visionary leader boosting efficiency, optimizing strategies, and exceeding organizational goals. Strong background in developing relationships with both employee and customer, as well as implementing strong cost cutting measures, while maintaining high marks in customer satisfaction. My success has always been tied to my team’s success, and I take pride in my ability to coach, mentor, and develop members of any team I lead.
OBJECTIVE
To secure a position with an organization that will allow me to best use my skills in leadership, experience, and passion for customer service and employee development.
CORE COMPETENCIES
Strong work ethic and track record of success with a history of developing long-lasting relationships on a foundation of trust, integrity, and outstanding performance.
Develop, maintain, and strengthen partnerships with others inside and outside the organization who can provide information, assistance, and support.
Successful innovations for organizational changes for cost reduction, instrumental in helping colleagues successfully manage organizational change.
Excel in the following Soft Skills
oLeadership
oCommunication
oCustomer Service
oProblem Solving
oTime Management
oRelationship Building/Maintaining
PROFESSIONAL EXPERINCE
GGS, Inc Tampa, FL July 2022 – December 2023
Director of Operations
Lead point of contact for 2 high profile clients, with added duties as client services
Oversee daily productivity of both clients, as well as overseeing higher level day-to-day operations
Provide financial and headcount forecasts
Review all relevant Statements of Work from the clients
Track program performance for programs on a daily/weekly/monthly basis
Approve all invoicing for current clients
Review all client-based data to provide insight into best practices and changes that will help streamline touchpoints and interactions with customers
Provide weekly updates to upper management on the progress of Lines of Business I currently oversee
Work with other departments to ensure the overall goals of CGS are being met, and sharing best practices for improvement
RDI Corporation Latonia, KY May 2019 – June 2022
Site Director
Oversee high level daily operations of 13 different client programs at 2 sites, ranging from appointment taking, troubleshooting, customer service, and banking, while leading the growth of the company’s largest clients
Track program performance against goals (Daily, Weekly, Monthly, Quarterly)
Provide coaching and feedback to all Program Managers
Maintain a budget of $15-$22M annually
Provide weekly/monthly/quarterly P&L updates, and provide strategies to end the year under budget, while turning a profit
Ensure the utilization of all available workstations to optimize revenue. This includes expanding existing programs through performance, as well as proactively seeking full time and seasonal clients
Maintain visibility within the call center to promote a team first culture. This includes huddles with management, daily KPI reviews with each program, and coordination of sitewide promotions to establish solid relationships with all employees on site
i-wireless, LLC. Newport, KY September 2013 – May 2019
Senior Director, Customer Care
Oversee the development of all relationships, and maintain that relationship, between corporate and all vendors hired to handle our customer care needs. This includes inbound calls, email, chat, mobile applications, and social media support
Lead the development of all training material surrounding the customer experience, used both internally, and by our vendor partners
Develop call scripting and quality guidelines
Work directly with Program/Product Managers from each internal line of business to develop acceptable vendor metrics, while ensuring cost control
Review all customer-based data (Number of calls, repeat calls, product, and overall satisfaction) and use this data to enhance the customer experience
Assist in the develop of reporting to separate line of business metrics, cost, forecast, etc., to ensure proper cost management
Work closely with marketing to develop a clear Life Cycle Analysis to assist in the goal of reaching "best in class" customer service
Manage a multimillion-dollar operating expense annually, with a focus on Cost to Revenue
Point of contact for addressing and resolving all Better Business Bureau, FCC, and State Public Utilities Commissions complaints
Work directly with law enforcement to handle all subpoena requests involving our subscriber base, which includes account details such as name, address, and call/text history
Review all vendor Statements of Work, as well as develop Service Level Agreements and future business proposals
Provide monthly, quarterly, and yearly cost forecasts based on historical data, current market trends, and sales data
Develop all corporate escalation processes
Education at Work, Cincinnati, OH June 2011 – July 2013
VP of Operations
Assisted in launch of business
Oversaw all day-to-day aspects of an inbound/outbound program for clients, which included Macys and Cincinnati Bell Fioptics.
Duties included developing programs for data analysis, writing job processes for client, scheduling, training, and all budget aspects.
Developed new lines of business for clients and grew call center seats by 300% in 6 months
Provided feedback in the form of presentations, meetings, etc. both internal and to client on a daily/weekly/monthly/quarterly basis.
Developed monitoring procedures and techniques
Developed all coaching documents and tools
Created database for internal employee use
Develop strategic trainings which focus on development of the project
Study and present all aspects of KPI to Advanced Senior Leadership
Communicate call volume regarding increases and decreases in to forecasted versus actual and the overall staffing and financial impacts
Convergys, Erlanger, KY/Jacksonville, FL August 2001 - June 2011
Senior Operations Director
Managed 5 Operations Managers, 25 Team Leaders, and 450 agents for AT&T U-verse program
Track Team Lead Performance/Agent Performance against goals (Daily, Weekly, Monthly, Quarterly)
Provide coaching and feedback to all Team Leaders/Managers
Develop strategic trainings which focus on development of the project
Study and present all aspects of KPI to Advanced Senior Leadership
Communicate call volume regarding increases and decreases regarding forecasted versus actual and the overall staffing and financial impacts
Oversee all teams involved in escalated calls from 5 Convergys Sites.
Spear-headed 5 different Red Hat support groups to launch these sites for Convergys
Work directly with Human Resources to ensure program is in compliance with all HR guidelines
Execute all scheduling and payroll adjustments
Technical Proficiencies
Microsoft Office
Avaya Supervisor
Genysis
IEX
ICM
Total View
CMS Supervisor
Lotus
NICE
Witness
Salesforce
Oracle Business Intelligence
Visio
InContact
Enghouse
Slack
Zoom/Teams/Google Meetings
Mediatel
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