Matthew Horner Email & Phone Number

Detroit Metropolitan Area

Greater Detroit Area

Toledo, Ohio Area

Perrysburg, Oh

Using agile and scrum methodologies led a team of 4 interns in designing, developing, and deploying a proof of concept system that captured, cleaned and transformed manufacturing data for analysisUsed libraries from R and Python along with PowerBI and a SQL database to create an interactive dashboard, providing updated visualization and insight to be used by management and R&D.Worked collaboratively with a global group of employees to provide insight and analysis for ongoing projects dealing with SAP, Finance, NPS, and LMS

Hilliard, Ohio

Responsibilities/CapabilitiesThe Supervisor will be responsible for leading a team of Phone Support Coordinators/Business Solutions Specialists, Fulfillment Coordinators, Global Enterprise Advisors to deliver business results through a best-in-class customer experience, exemplary sales partnerships, and an engaged, empowered workforce.The leadership capabilities of a successful BGCO Supervisor include:•Own and Drive Results – Applies a strong sense of ownership and the ability to balance independent execution of initiatives while driving business results critical to organizational KPIs as evidenced by stack ranking•Champion Change and Innovation – Leads and encourages change and innovation in his/her area of the business to create greater value for customers, shareholders and employees•Apply Critical Thinking – Uses sound judgment and business acumen to select the vital goals required for his/her area of the business to execute strategy•Communicate with Impact – Communicates clearly, concisely and persuasively to individuals, teams, senior leaders, large employee groups, sales partners, customers, and external stakeholders to achieve desired resultsBGCO Coordina

Hilliard, Oh

This role is responsible for providing quality customer service to business customers including major, national and government accounts. Responsibilities include call handling specific to technical support for advanced products and devices, billing and service related inquiries, recommendations for purchase decisions and other customer questions and transactions.• Manage all customer transactions, take accountability and make an effort to resolve all customer calls and perform the following customer service functions including: o Responding to first level inbound customer callso Respond to service and equipment inquiries and requestso Apply all necessary troubleshooting steps to resolve, all problems, issues and inquiries, eliminating unnecessary transfers• Apply all necessary advanced troubleshooting skills and tools to accurately diagnose and resolve technical issues specific to provisioning, network connectivity and/or device related issues, engaging appropriate functional partners needed through resolution. • Review all customer accounts and identify opportunities improve revenue and improvement of services• Network with Account Liaisons to relay key information• Review all customer account information while on calls identify and match customer's need with the appropriate product and / or service(e.g., upgrades, adding a line)• Educate the customer on the benefits and pricing of recommended products and services and explain how customer will benefit from recommendations • Respond to potential disconnect requests by listening to the customer and offering options.• Provide peer to peer coaching and feedback on an as needed basis• Assist in various special projects on an as needed basis• Personally demonstrate and assist others in accessing and adhering to VZW code of conduct and guidelines in all areas of work• Cooperate with team members to plan and schedule time off and manage personal schedule