Matthew R. Strange

*** ********* ***. **************. **

• M 1-270-***-**** • adh4ns@r.postjobfree.com

EXPERIENCE

Call Center Lead Specialist

October 2019 - Present

Global Payments, Inc Mandaluyong City, Metro Manila, Philippines

● Manage staff of 34 call center agents and team leads

● Provide excellent customer service by meeting all quality standards

● Train staff for supporting US call center as contingency plan for call center in Jeffersonville, IN

● Training and coaching all staff

● Compiling various reports daily, weekly and monthly

● Managing of service levels

● Hiring of staff and determining staff level needs

● Trading leads and handling of escalations and ensuring timely cascading of information or issues impacting the service center and/or its internal or external customers

● Effectively investigating and resolving queries to satisfaction of customer

● Ensuring all accreditation requirements are met for all staff

● Analyze and problem solve by gathering g relevant information systematically and considering broad range of issues, factors and data, where multiple answers exist

● Monitoring and scoring agent calls for quality assurance and reviewing and coaching on any markdowns Installer/Sales Support Advocate – Team Northeast/East Sales Support August 2014-October 2019

Sales Support Advocate – Team Northeast Sales Support October 2013-August 2014

Customer Advocate - Team Northeast

January 2013 – October 2013

Heartland Payment Systems Jeffersonville, IN

● Assisting merchants and relationship managers with installation, training, testing, and troubleshooting of credit card processing equipment.

● One of two installers handling all installations for the US.

● Answering any questions concerning merchants Heartland credit card processing Account.

● Working with merchants and relationship managers to coordinate and schedule installation times and dates.

● Verifying the all aspects of an account is setup correctly before calling out to merchant to install an account.

● Assist with parameter and gateway credential emails and minor software troubleshooting for new merchant accounts.

● Primary point of contact for three large medical chains, and work directly with the main contact at each location and relationship manager to resolve any questions, concerns, issues, and installations with each account within the chain.

(West Penn Allegheny, University of Maryland Medical, Inspira Medical)

● Log and track all installations through install queue and various spreadsheets, created by myself.

● Coordinate with various internal departments to ensure all install request are completed including change of ownership team, customer support team, VIP sales support and sales support team.

● Take sales support queue calls to assist relationship managers with any questions or issues that arise with their accounts. Working with various departments to provide wiki feedback on anything that arises during installation process that needs to be added or addressed on the Wiki.

● Handling escalations and relationship manager assisted installs on VIP accounts as required and requested by management.

● Handle various training conference calls with merchants, sales teams, relationship managers, sales mentors and RM training teams, and new hire relationship managers to cover equipment 101, installation process, Info Centreal, new products, and any other specific requested topics as requested by sales teams, sales mentors, and leadership.

● Participant in various focus groups and special projects as requested by management such as Portico Virtual Terminal video training development, call log restructuring, conversion projects, national account install projects, HIC development.

● Selected to nest CA’s at the Global Service Center in Manila, Philippines with taking customer support calls from the Heartland Service Center in Jeffersonville, Indiana. Assistant General Manager/Operations Manager

February 2012-October 2012

Centerplate – Louisville Slugger Field Louisville, KY

● Managing staff of 400-500 employees within multiple venues and multiple departments

● Overseeing all operational aspects for concessions, catering, merchandise, suites, warehouse, bars, vending and culinary departments

● Overseeing scheduling and labor cost for all departments

● Non-profit group scheduling, coordinating, and commission payments

● Daily labor reports and labor forecasting for all departments

● hiring; job placement; coaching

● leading all front-line training for all departments

● maintaining all health department regulations and certifications

● Scheduling, setup and logistics for various special events and catering events of up to 5,000 people

● Inventory control

● Maintaining nightly inventory and cost reports & period end inventory entry and control

● Built Micros POS database for multiple venues

● Assisting in the operations and running of all merchandise for retail store (Bat Cave)

● Managing multiple venues including Louisville Slugger Field, Kentucky International Convention Center, KFC Yum! Center, Papa John’s Cardinal Football Stadium, Jim Patterson Baseball Stadium and Kentucky Exposition Center

Concessions Manager

March 2009-February 2012

Centerplate – Louisville Slugger Field Louisville, KY

● Managing staff of 200-300 employees in the concessions department

● Overseeing all operational aspects of the concessions department

● Scheduling of concessions department, non-profit group scheduling and placement for commissionable fundraising

● Concessions department labor forecasting; hiring; coaching; training

● Assisting with departmental front-line training

● Assisting with operations and setup of various catering events of up to 5,000 people

● Period end inventory of concessions department

● Managing multiple venues, including Louisville Slugger Field, Kentucky International Convention Center, KFC Yum! Center, Papa John’s Football Stadium, Jim Patterson Baseball Stadium and Kentucky Exposition Center Kitchen Manager

January 2005-November 2006 and November 2007-March 2009 Joe’s OK Bayou New Albany, IN/Louisville, KY

● Managing staff of 15-20 employees

● Inventory control and ordering

● Overseeing general cleanliness of facilities

● Maintaining health department regulations

● Training new employees

● Settlement and balancing of nightly reports

● Reducing labor costs through employee management

● Organizing and supervising catering for special events and group functions of up to 500 people Assistant Manager

September 2002-August 2004

Green River Cinema 6 Campbellsville, KY

● Managing staff of 15-20 employees

● Inventory control and ordering

● Bookkeeping

● Payroll

● Overseeing general cleanliness and maintenance of facilities

● Training new employees

● Reducing labor costs through scheduling and employee management

● Responsible for advertising and promotions using Microsoft Word and Microsoft Excel

● Organizing and supervising special promotional events and group functions of up to 400 people Education

Campbellsville High school 4 year degree

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