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Skilled operations leader with over 15 years of extensive experience in project management, contactcenter management, process improvement, and developing talent. Adept at balancing budgets,managing vendors, and clearly communicating with all levels of the enterprise.CAREER HIGHLIGHTS• Delivered $2MM cost reduction over two years, by improving call routing, and support scripting, reducedcall volume by 70%. Improved all KPIs, delivered zero wait time, and an AHT reduction of 40% or 6 min.• Saved $1MM annually with a 30% headcount reduction, Zero Inbound Call Wait-Time, and <1 Hour SLAaverage on all trouble tickets.• Managed the project to build a CRM platform using Microsoft Dynamics with a third-party developer,and led the project with internal IT employees, and developed a PBX Log File Parsing application.TECHNICAL EXPERTISESoftware Package and Application Expertise: MS Windows, Linux distros (RedHat, Mint, Ubuntu,Tails) MS Office, Project, Visio, MS Exchange Admin, MS SharePoint, Salesforce, Hosted Voice, Five9, AvayaCMS, Apache HTTP Server 2.x, Oracle VirtualBox, GTK-Radiant, Workforce Management forecasting,Configuration Management, Quality Assurance, Payroll Management, and CRM Suites.
Matlock Consulting Of Nj
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Matlock Consulting Of NjOld Bridge Township, Nj, Us
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OwnerMatlock Consulting Of Nj Jan 2023 - PresentConsulting services within the IT industry, specializing in Contact Center and Operations Management.
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Call Center Manager - Disability ApplicationsPremier Disability Services, Llc Aug 2022 - Feb 2023Minneapolis, Mn, Us• Managed a team of 3 supervisors and 31 applications specialists• Coached and developed both supervisors and employees on performance and KPIs• Integral to the PBX system migration (Hosted Voice to Five9)• Created the standard operating procedures employee handbook for front-line employees -
Business Analyst SupervisorAdecco Jul 2019 - Nov 2020Zurich, Ch• Promoted to Supervisor and Team Lead after two months, then managed and developed a team of 15Claims Analysts.• Oversaw the claims quality of approximately 75 analysts in conjunction with five other supervisors• Maintained, tracked, and assigned claims to analysts for the entire adjudication life cycle• Updated records, prepared the required documentation, and contacted claimants regarding their status -
It Project Manager - Customer Solutions Center (Contracted Through Collabera, Inc.)Metlife Jun 2015 - May 2017New York, Ny, Us• Assigned to the global Customer Solutions Center to manage the development and enhancement of newand existing applications and databases.• Delivered Project Management methodologies, including Waterfall, Agile, and Scrum.• Developed and tested the Project Intake Tool and third-party application that managed and made theoverall portfolio more effective and enforced strict data controls for incoming programs.• Managed small and large-scale projects that required working with individuals from variousdepartments. -
Global Call Center Developer And ManagerMetropolitan Warehouse & Delivery Corp. Apr 2014 - Jun 2015• Planned and built the Customer Service Call Center• Staffed, led, and managed the performance of 20 Customer Service Agents and 3 Supervisors.• Evaluated existing IT infrastructure and functionalities and submitted expansion recommendations thataddressed limitations and changes for PBX Network, workstations, and proprietary database.• Defined customer relationship management protocol, instituted enterprise-wide team performanceprocess improvements, and instituted ongoing staff training, and professional development.• Oversaw day-to-day operations, analyzed KPIs, and oversaw scheduling and coaching• Reduced average call handle time to less than 4 minutes, the wait time to less than 2 minutes, reducedcall abandonment and dropped calls by 80 percent.• Reduced misrouted calls to <1 percent and restructured existing call routing to allow for industry standard call queues.
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Operations ManagerVonage Dec 2006 - Jan 2013Holmdel, New Jersey, Us• Led a team of 80 Tier-3 phone support technicians and seven supervisors• Managed all day-to-day operational decisions and implementation including: call routing, KPIs, schedule,headcount, employee coaching, and development• Worked on multiple special projects, including product development, internal knowledge baseimprovement, and training enhancements.• Authored content for Quarterly Business Reviews that illustrated line of business performance,successes, and opportunities.• Developed and adjusted KPIs using statistical analysis and industry-standard benchmarks.• Developed proactive customer outreach programs for at-risk customers and customers with outdatedhardware and high contact rates.• Established the "Day in the Life" program to enable employees from other business lines and executivesto learn the responsibilities of Tier-3, E-911, and other team functions.• Implemented multiple cost reduction efforts, call routing strategies, customer segmentation, andheadcount reductions that strengthened staff development efforts. -
Provider Relations Account ManagerHealth Net Dec 2005 - Dec 2006Woodland Hills, California, Us• Managed the in-network relationships with thousands of physicians in New York and Richmond counties within New York State. • Performed on-site inspections and courtesy visits to ensure compliance as well as provide expert education on claims processing software and processes. • Offered process improvement plans to streamline physician claim management. Performed claims processing software installations, upgrades, and configuration upon request. -
Structured Finance AnalystU.S. Bank Sep 2003 - Dec 2005Minneapolis, Mn, Us• Managed the maintenance of several databases used for client and asset tracking. • Performed manual user acceptance testing of proprietary database systems. • Performed data validation between disparate databases. • Developed procedure for updating and migrating existing, outdated systems to a new proprietary, SQL back-end, VB front-end system and/or an out-of-box solution. -
Director Of Quality AssuranceDirect Partners Oct 2000 - Sep 2001• Served as the Director of Quality Assurance managing the projects assigned to the Web Engineering and Applications Engineering teams. • The first six months were to oversee the full development life cycle from concept through deployment. • The final six months were performed as a consultant to oversee the maintenance of those projects.• Served as both Quality Assurance and Technical advisor to the senior staff during on and off-site visits with clients.• Served as Senior Operations Manager to a staff of 5, including a Copy Writer, HTML Coder, Marketing Analyst, Business Analyst, and Quality Assurance Analyst.
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Quality Assurance ManagerNet2Phone Dec 1997 - Sep 2000Newark, Nj, Us• Managed a staff of 20 Quality Assurance Analysts responsible for testing the primary Net2Phone software client.• Built a state-of-the-art test lab from the ground up, and then managed the logistics of moving that lab from the initial site location to new offices.• Assisted the Applications Engineering team with the verification and integrity of Configuration and Change Management data.• Wrote the requirements and technical documentation for the entire Quality Assurance Testing lab, including software and hardware, defect tracking, and testing.• Worked closely with third-party hardware vendors to test the integration of the Net2Phone client with their hardware. (US Robotics/3Com/Lucent)• Worked closely with third-party software developers to test the integration of the Net2Phone client with their software. (AOL Instant Messenger/ICQ/MSN Messenger)• Developed automated test scripts for Load and Regression testing.
Daniel Matlock Skills
Daniel Matlock Education Details
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New Jersey City UniversityEnglish Language And Literature/Letters
Frequently Asked Questions about Daniel Matlock
What company does Daniel Matlock work for?
Daniel Matlock works for Matlock Consulting Of Nj
What is Daniel Matlock's role at the current company?
Daniel Matlock's current role is Senior Operations Manager ★ Business Optimization Consultant | Project Management | Enterprise Implementation | Process Improvement | Coaching and Development ★ Enabling Transformation.
What is Daniel Matlock's email address?
Daniel Matlock's email address is da****@****ail.com
What is Daniel Matlock's direct phone number?
Daniel Matlock's direct phone number is +157389*****
What schools did Daniel Matlock attend?
Daniel Matlock attended New Jersey City University.
What are some of Daniel Matlock's interests?
Daniel Matlock has interest in Economic Empowerment, Civil Rights And Social Action, Education, Science And Technology, Human Rights, Animal Welfare, Arts And Culture, Health.
What skills is Daniel Matlock known for?
Daniel Matlock has skills like Leadership, Customer Experience, Quality Management, Direct Marketing, Noc, Call Center, Data Center, Voip, Account Management, Customer Retention, Networking, Workforce Planning.
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