Analytics & Management
Resume:
Michael Matthews II
******************@*****.*** • 585-***-****
linkedin.com/in/michael-matthews-ii-32545a203/
Washington, DC
District, Project & Operations Management
Results-driven, motivated professional with 5+ year record of managing sales, operations, and projects to produce streamlined operations, along with increased revenue, brand awareness, and customer satisfaction. Adept at addressing operational challenges and leading through consensus building. Demonstrated history of delivering instructional products to improve operations. Background in leading cross-functional teams and serving as an integral team member. Proven strengths in developing winning sales strategies and identifying business opportunities. Skilled at managing projects by providing effective direction, vision, and strategy. Interpersonal skills that encourage productive relationships with management, co-workers, and customers. Excellent communicator with keen attention to detail and ability to manage multiple fast-changing priorities.
Areas of Expertise
• Operations Management
• Project Management & Facilitation
• Data Analysis & Research
• Regional/District Operations
• Curriculum & Instructional Design
• Customer Service & Outreach
• Team Leadership &Training
• Process Improvement & Planning
• New Business Development
• Sales & Vendor Management
• Multi-Unit & Retail Management
• Networking/Relationship Building
Professional Experience
Comcast Xfinity Contractor, Remote 2019 – Present
Acting District Manager
Regional Learning and Development Manager
Drive company goals by guiding managers in effectively leading teams to proactively resolve issues and exceed expectations.
“Go-to” resource for all region- and district-specific technical and/or system-related issues. Effectively train and provide ongoing professional development opportunities to select employees via instructional design. Develop and implement strategies to ensure positive customer interactions and experiences across the Region. Project management to include managing competing priorities, monitoring work, meeting objectives, and delivering positive, timely results.
• Serve as Acting District Manager, leading project build-out for retail locations to include coordination with vendors, site certification experts, and point of contact, along with receipt of product.
• Spearheaded opening of 4 service centers and trained 4 retail sales teams over 74 days, October-December 2020.
• Created and implemented 30-day new hire onboarding program for company representatives and managers, including virtual learning modules, course timeline, subject certification templates and assessments, operational guides, re- education paths, and instructional videos.
Verizon Wireless, Remote 2018 – 2019
Acting Learning & Development Consultant
Collaborated with Human Resources team to provide core customer service training and education to newly hired employees. Supported New Employee Experience supervisor with implementation of on-boarding services, and facilitation of corporate and regional training curriculum. Managed internal corporate social media messaging application, Jabber, to improve team communication and allow faster, more efficient dissemination of information. Effectively identified hiring qualifications, preferred skills, and applicant background to ensure only top talent is hired, leading to improved customer and employee experience. Collaborated with senior management and peers to discuss and implement industry best practices.
• Developed and administered employee skill-building sessions, as well as, coaching training, encompassing Verizon's in- house "Deliver the Promise" customer service flow process.
• Analyzed collected data and metrics concerning new employee experiences, providing monthly debriefings and feedback to leadership to improve employee retention along with internal professional development tools and opportunities. P a g e 2 2
Verizon Wireless - Cellular & More, Remote 2016 – 2018 Customer Care Advocate
Resolved issues and concerns that impacted service availability for customers, escalating matters when appropriate. Provided recommendations to resolve issues based on research and monthly analysis of Help Desk incidents. Maintained follow-up and ongoing communication with assigned customers to effectively manage service expectations.
• Partnered with account team and other cross-functional teams to address and meet customer needs involving matters including billing, service, and technical device issues. MMIIDAS Group, Inc., New York, NY 2014 – 2015
Operations Manager and CEO
Assisted in drafting Articles of Incorporation, Articles of Organization, and other formation documents for individuals and groups seeking to create companies. Served as registered agent for foreign corporations conducting business in the state of New York. Provided drafting assistance to new companies in need of internal corporate governance documents, business licenses, annual reports, and other corporate documents. Provided regulatory guidance, compliance services, and low- moderate risk analysis for clients.
• Guided entities in applying for Internal Revenue Service issued Employee Identification Numbers (EIN), and provided information on tax requirements for companies seeking 501(c)(3) not-for-profit exemption status. Brooks Brothers, New York, NY 2013 – 2014
Supervisor
Managed a team of 10-12 employees while maintaining store productivity, and increasing company brand awareness. Implemented sales and marketing initiatives to increase market share and profitability. Built and maintained vendor partnerships, growing business relationships and identifying sales opportunities.
• Provided superior customer service by listening and responding to customer concerns in an effective, professional manner, leading to 96% customer satisfaction rating.
• Met quarterly regional sales goals for six consecutive quarters on 43% of store sales, increasing overall company revenue growth.
Education
Bachelor of Science in International Business
Rochester Institute of Technology, Rochester, NY, 2013
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