Daniel Matlock Email & Phone Number

Old Bridge Township, NJ, US

Consulting services within the IT industry, specializing in Contact Center and Operations Management.

Minneapolis, 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

Zurich, 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

New 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.

• 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.

Holmdel, 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.

Woodland 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.

Minneapolis, 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.

• 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.

Newark, 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)