Customer Service Sales
Resume:
MATTHEW J. SKOGLUND
**********@***.***
http://www.linkedin.com/in/mattskoglund
SENIOR OPERATION’S LEADER / CUSTOMER CARE
Strategic leader with extensive operational, call center, customer service and sales management experience in financial services and telecommunication industries. Proven strengths include: strategic planning and implementation, excellent leadership and motivational abilities, extensive work flow and process development, financial and P&L responsibilities, as well as a track history of achieving record breaking results.
• Managed up to 6,000 agents in thirteen locations both domestic and international.
• Inbound/outbound and operational center experience.
• Strong focus on customer satisfaction, experience and loyalty.
• Sales emphasis on upselling, relationship deepening and product retention.
PROFESSIONAL EXPERIENCE
Bank of America, Dallas, TX 2002 to Dec. 2011
Home Loans division of the nation’s largest mortgage servicer with a portfolio of over $2 trillion and 14 million loans.
Senior Vice President, Customer Service
Oversaw the departments of customer service, correspondence, executive escalations, portfolio communications, property claims, training, quality, call forecasting/resource management, and back office research functions such as tax, escrow, insurance and payment research. Department had 5,000 employees located in ten domestic and four international sites and processed monthly 3,500,000 inbound contacts. Operating budget was $350,000,000.
Established an environment focused on customer satisfaction by defining customer needs and transforming organization to match those needs.
• Created live research queues which resulted in over 95% of customer issues being resolved while the customer is on the phone.
• Tied agent performance metrics to customer satisfaction impacts which reduced customer repeat calls by 20%.
• Created a quality circle of interdepartmental groups which focused on process improvements and the reduction of customer irritants.
• Improved customer satisfaction survey top two box scores by 20% to maintain a level of 85% on a ten box scale.
Created a sales environment within customer service which contributed $350,000,000 yearly in NPV through up selling bank products from inbound phone calls initiated by servicing requests.
• Made Customer Service a profit center for the first time in company history.
• Achieved a sales offer rate of over 95% for inbound contacts.
• Created dedicated sales teams by product offering and used skill based routing for call delivery thus improving funding rate by 50%.
• Improved the percentage of accounts with a valid email address from 54%to 75%.
Focused on efficiency and cost reduction to consistently meet or surpassed aggressive P&L goals and budgets.
• Achieved 75% customer contact rate through automation channels of the web and IVR.
• Offshored the processing of correspondence, faxes and email to India and Costa Rico saving 60% of domestic FTE expense or $30,000,000 annually.
• Played a key role in the integration of the Countrywide portfolio including consolidated policies and procedures, culture, training and system integration.
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• Opened six call centers as well as closed two in reaction to market demands.
• Achieved a call center employee turnover rate of 20% annually.
• Outsourced 15% of phone contacts to vendors and managed performance and metrics.
Providian Financial Corp., Dallas, TX 1999 to 2002
The country’s fifth largest credit card issuer with 20 million customers and $38 billion in assets.
Senior Vice President, Sales and Service
Oversaw customer service, product retention, customer experience, and outbound sales. Department consisted of 3,000 agents in nine call centers.
• Improved upselling of membership product sales within the customer service by over 300% to consistently sell 100,000 units monthly (NPV: $10,000,000 monthly).
• Improved outbound sales performance by 50% to consistently transfer $225,000,000 in monthly customer credit card balances.
• Opened three call centers and closed four centers in reaction to market demands.
• Created an environment focused on customer satisfaction and retention and achieved a 90% top two box customer satisfaction survey rating.
Excel Communications, Dallas, TX 1997 to 1999
One of the largest residential long distance providers. In 1998, revenues totaled $2B through a distribution channel of 500,000 Independent representatives.
Vice President, Customer Service
Oversaw the departments of customer service, inside sales, telemarketing and product retention. Department consisted of over 800 agents. Position worked closely with Marketing Departments in determining sales strategies, policies and procedures.
• Developed and introduced a career path model reducing employee attrition rate by 30%.
• Reduced the contact rate for Independent Representatives by forty percent by providing alternative/self-servicing information sources.
• Segmented portfolio to offer differentiated serving standards by customer group.
Southwestern Bell Paging, Dallas, TX 1988 to 1996
The country’s second largest paging company. Customer base included eight million units in service with annual revenues of $750,000,000.
Vice President, Customer Service
Organization consisted of 1900 employees in two centralized call centers. Led customer service, collections, credit extension, reseller, training, recruiting and quality.
• Consolidated customer service and collection functions from sixty-eight branches to two centralized call centers.
• Merged three acquired paging companies into one culture with standardized billing platforms, procedures and policies.
EDUCATION
BS, Business and a major in Finance. Northern Illinois University, DeKalb, Illinois
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