Matthew C Johnson

***** **** *** **

Wimauma, FL 33598

813-***-****

ad2wxa@r.postjobfree.com

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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