MATTHEW C. DOEHRING

***** ******* *****,

Timonium, MD. 21093

adssn0@r.postjobfree.com

Cell: 443-***-****

EXPERIENCE Call Center Trainer

**/****- ********** *******, ************, MD

Manage the Call Centers Training resources

Develop a Training Schedule for new and existing employees

Train all new hires in Scheduling, PASS, and Campus Calls

Hold refresher training for tenured employees in Scheduling, PASS, and Campus Calls

Edit and write training manuals

Report Training Performance to upper management

Assistant Call Center Manager

06/2020-10/2020 TransCore LLC, Middle River, MD

Directly managed up to 8 supervisors

Continually assessed Customer Service levels for performance and monitors customer

Ensures that all Customer Service Center representatives are courteous, professional, and attuned to customer

Ensured that the Customer Service staff is taking appropriate steps when an event needed to be escalated

Effectively delegated work tasks to ensure that Customer Service performance measures are met

Established statistical performance reporting criteria, monitored standards, and enforced policies and procedures to ensure all personnel met or exceed expected service and performance

Continually assessed training needs through auditing

Wrote performance reviews for TransCore employees and provided periodic feedback to staffing agencies as to such performance

Scheduled CSR work assignments, monitored daily CSR activities, and assisted with account

Set objectives for and monitored performance of every customer service department

Audited staff to ensure quality of work was maintained at appropriate

Provided necessary training and support for problematic staff/processing.

Managed customers that request a supervisor

Hired, developed, and evaluated Customer Service Representatives

Branch and Customer Service/Call Center Supervisor

9/2018-3/2020 Home Paramount Pest Control, Forest Hill, Maryland

Provided leadership; Demonstrated commitment to organizational goals and objectives

Identified areas of inefficiency and made changes for improvement

Initiate independent learning of company products and services

Created new CSRCall Pattern Expectations

Developed Sales campaigns/promotions

Train new hires on products, services, and CSR expectations

Encourage team building while ensuring an atmosphere of professionalism

Daily managed internet leads and call center agents’ sales

Daily managed the call queue

Assisted with handling customer calls as needed when overflow of calls in queue

Handled all escalation calls

Daily interacted with sales agents, managed the floor, performed side by side monitors, remotely listened to calls, and scored calls

Daily prepared reports of call statistics

Set goals and establish budgets for Customer Service Agents and Sales Agents

Fulfilled responsibilities of Manager in her absence

2/2015-9/2018

4/2008-11/2013 Services Frontline Manager/Store Service Supervisor

IKEA DIRECT, Baltimore, Maryland

Consistently ensured high quality customer service

Lead a team of 20 front-line advisors with one on one development, constructive feedback and coaching to meet or exceed personal and team goals

Negotiated resolutions with stores and customers

Resolved delivery schedule problems with contractors

Tracked and reported on productivity measures and track call flow

Monitored employee performance for compliance with IKEA regulations

Prepared and presented Performance Evaluations, Midpoint Reviews and Annual Reviews

Maintained compliance with policies and procedures

Conducted ongoing employee training and development

Created, maintained and updated yearly Strategic Plans

11/2013- 02/2015 Services Frontline Manager/Email Correspondence and Live Chat

IKEA US Contact Center, Baltimore, Maryland

Manage and lead the staff and activities of the Front-Line Team, including recruitment, coaching, mentoring, training, and performance management

Perform quality sampling reviews on team and provide constructive feedback

Coach and develop Advisors to meet and exceed Contact Center objectives and other developmental areas

Track and report on productivity measures

Prepare and present Performance Evaluations, Midpoint Reviews and Annual Reviews

Contribute to the development, implementation and evaluation of the Customer Service Business Plan

Partner with managers and coworkers to influence and support overall positive working environment

Create, maintain and update yearly Strategic Plans

8/2007-3/2008 Senior Loan Officer

ALLIED HOME MORTGAGE CAPITAL CORPORATION, Baltimore, Maryland

Provided mortgage services to applicants and prospective customers seeking home loans, second mortgages, and refinancing

Created and validated mortgage contracts for compliance with payment provision, schedules, and applicable laws

Review mortgage contracts with customers to assure understanding of the requirements

Guided customers on the procurement of loans

Negotiated correct loan amount

Thorough credit checks on each customer before approving the loans

Designed payment schedules for the customers

Kept proper records and handled customer complaints

Resolved outstanding repayments

Performed final closeouts of the loans

2/2005 - 7/2007 Refinance Loan Officer

BALTIMORE AMERICAN MORTGAGE CORP., Hanover, Maryland

Provided mortgage services to applicants and prospective customers seeking home loans, second mortgages, and refinancing

Created and validated mortgage contracts for compliance with payment provision, schedules and applicable laws

Review mortgage contracts with customers to assure understanding of the requirements

Guided customers on the procurement of loans

Negotiated correct loan amount

Thorough credit checks on each customer before approving the loans

Designed payment schedules for the customers

Kept proper records and handled customer complaints

Resolved outstanding repayments

Performed final closeouts of the loans

2/2004- 2/2005 Senior Loan Officer

RESIDENTIAL LENDING CORPORATION, Baltimore, Maryland

Provided mortgage services to applicants and prospective customers seeking home loans, second mortgages, and refinancing

Originated home loans while working very closely with clients and loan processors

07/1989 - 8/2003 Call Center Manager

LUCENT TECHNOLOGIES, INC., Columbia, Maryland

Managed a seven-day a week, 24 hour a day call center for 98 contracted customers

Worked with contractors to meet budget, timeframe, and delivery schedules

Ensured services were delivered on time

Monitored contractor performance for compliance with applicable delivery schedules, contract data reporting requirements, and other contractual requirements.

Resolved problems with contractors and negotiated directly for consideration when requirements not met

Directed and coordinated activities of Customer Service Operations

Developed and maintained a monthly rotation and employee schedule for 35 call agents

Conducted training on customer relations, computer systems, and procedures

Developed, tested, and implemented all processes based upon customer contract needs

Established departmental goals and monitored systems to document performance

Monitored incoming and outgoing phone calls to ensure exemplary customer service

Reviewed requests and met with contractors to assure understanding of the requirements

EDUCATION

12/2002- 6/2006 UNIVERSITY OF PHOENIX, Timonium, Maryland

Bachelor of Science Degree – Business Management

9/1992- 5/1993 ESSEX COMMUNITY COLLEGE, Essex, Maryland

9/1986- 5/1988 TOWSON STATE UNIVERSITY, Towson, Maryland

AFFILIATIONS

2003-2012 SPECIAL OLYMPICS MARYLAND

Polar Bear Plunge Volunteer

2003- Present THE TYANNA FOUNDATION

Volunteer at BreastFest, Crush and other foundation events

2004-Present FELLS POINT PRESERVATION SOCIETY

Fells Point Festival Volunteer

References furnished upon request.

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