Customer Service Project Manager
Resume:
MARK MATTHEWS
RIVERSIDE, CA ****4
*******@*****.***
Heart of God East Africa (2008 - Present) Volunteer Position
. Chaplain - Heart of God International Ministries, 2011 -
Present
. President of Heart of God East Africa, 2010 - Present
o Oversee Executive Director and other Directors of
various missions' projects which include: Lezara Women's
Prison, Smile Africa, Royal Palace Church and School and
annual teacher's conferences.
o Work closely with Executive Director to establish clear
policies and guidelines for upcoming projects and trips
to East Africa.
o Work with Executive Director in overseeing King's
Primary School in Uganda (Owned and operated by Heart of
God East Africa and Ezra Foundation - United Kingdom)
. Director of Men's Ministry for Heart of God East Africa. 2008
- Present
o Coordinate Pastor's and Men's Conferences; secure
speakers for trips and establishing content of
conferences.
Director of Customer Service - LOGOS Management Software (3/2011 -
12/2011)
. Oversee all aspects of Customer Service at the Director Level
. Began implemented live call environment
. Developed policy and procedure for department
. Established performance standards and reporting processes
. Established Call Quality Standards
. Manage Team of 7 Customer Service Reps, 1 Team Lead
. Coached reps based upon performance
. Phone support as needed
. Interact with customers on escalated calls or rep
commendations
. Weekly team meetings
. Increased Team Productivity from 48% to 73.5%
. $100,000.00 in savings through process improvements and
increased productivity within Customer Service.
Customer Service Manager - ATT Mobility (11/99 - 10/09)
Job Responsibilities
. Manage Team of 6-15 Customer Service Reps
. Coach reps based upon performance
. Floor support
. Interact with customers on escalated calls or rep
commendations
. Daily/Weekly one-on-one sessions with team
. Weekly team meeting
. Monitor at least 60 calls per month
. Review 90 calls per month from Quality Analysts
. Review all calls scored below 90 with reps
. Attend Quality Calibrations with Quality Team 2 per month
. Liaise with quality team to review call trends
. Coach representatives based upon current trends and company
goals
. Monitor daily call flow via CMS systems and determine off-
line time for reps
. Interact with Senior Management in regular weekly staff
meetings
Job Successes
. Promoted from rep to manager in 11 months
. Project Manager/Hiring Manager - 6 months 2006
o Worked with onsite recruiter to hire over 300 reps over
6 months
o Screened resumes and applicants prior to inviting them
for testing
o Administered testing and informed participant of pass or
fail score
o Conducted pre-interview screening and interview
scheduling
o Interviewed candidates and recommended hire/no-hire
. Recognized for ability to coach reps to success
. Through proven coaching techniques raised substandard
performers to acceptable or higher levels based upon company
requirements
. Increased Call Quality - most recently taking marginally
performing team and increasing from 20-40%
. Consistently ranked in top 5% for post call surveys
. Lowest number of escalated calls for the department.
. Instituted ad-hoc coaching sessions to exceed department
expectations
. Developed time management techniques to streamline regular
duties
. Assessed time requirements of present job duties
. Presented findings to Senior and Executive management teams
. Department wide changes implemented based on presentation
STRENGTHS
. Analytical Thinker
. Quick Learner
. Microsoft Office
o Word
o Excel
o Outlook
. Public Speaking
. Good time management skills
. Over 30 years work experience
. Maturity and Integrity
. Flexibility
. Reading with comprehension
. Writing
EDUCATION
Pacific Coast Baptist Bible College, San Dimas, CA - Bachelor of Arts
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