Derrick Mathis Email & Phone Number

Stone Mountain, Ga, Us

Stone Mountain, Ga, Us

•Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow. •Establish, implement, and maintain administrative and technical procedures to provide responsive after-sales service to customers. •Develop service policies, rates, schedules, procedures and methods. •Provide for the maintenance and review of service records to determine product reliability, service costs, spares requirements and the like. •Ensure the volume of work produced meets product/service standards and exceeds quality standards. •Ensure that departmental operating costs and profit goals are attained. •Approve personnel activities concerning hiring, training, development, and evaluation of staff performance. •Develop and recommend manpower plans, operational budgets, capita equipment, inventory requirements and the like in order to manage and control the customer service organization in an independent manner. •Build industry relations communicating technologies and operational concerns through industry networking. •Manage order-processing activities through subordinate supervisory levels.

Atlanta, Georgia, Us

-Analyze minimum of 2 resolutions for each direct report. Review potential resolutions with the associate metrics WTD, MTD and QTD to include the following: Quality audit, number of Open vs. Resolved calls, Attendance, ways to reduce concessions. Daily - take escalations from customers as needed. Follow up with business leaders, as required to resolve outstanding tickets.-Attend the Operations Leadership Meeting and on a monthly basis, bring relevant topics to discuss and vet. Follow up with DMs and District Services Managers and assist associates with escalations-Spend time on the floor coaching Associates by observing calls and associate activities while on the call and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions, abandoned calls are managed to the weekly/monthly metrics.- Conduct Team Meetings Weekly and One-on-One Meetings Bi-Weekly; Facilitate PK classes.-Prepare for One on One's with Associates and Manager. At each session, the following should be covered: Quality Audits, open and resolved tickets. For all missed points, provide a specific response, which would have more quickly resolved the customer's concerns. One on One with Manager: Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates. Monthly: Track the quality audits and VOC for each associate on Team.

Enforce the company vision to be the world leader in products, services and solutions that enable and transform the way consumers and businesses gather, manage, distribute and communicate information. Focus: Budget and cost management, P&L, cost analysis, as well as, provide guidance in daily activities of project team to ensure success.Daily interaction with management, clients and operations staff members to analyze project status and provide accurate, complete, and timely submission of cost and budget reports.Implement project plans for scheduling operational services, management products, communication projects, quality documentation applications.Conduct studies analyzing user requirements, perform cost analysis, identify alternate product approaches, and implement project team recommendations based on submitted reports. Monitor adherence to internal/external standards for project development, implementation and/or servicing including client specifications, potential /existing product or service issues, methodologies, product testing, and documentation. Enforce department policies, standards, procedures, and monitor personnel performance. Mentor project/operations personnel, providing guidance during the planning process, and training on new products.Participation in weekly KPI review meetings, Operational call management such as: developing and presenting weekly performance reports for the management teamEnsuring all invoices are correctReviewing WFM plan Ensuring Quality Assurance standards are met and deploy the appropriate level of sales training for agent populationReview all invoices and confirm billing accuracyMeet with supervisors on a weekly basis to conduct performance review and deploy necessary interventions to improve substandard performance.

Currently responsible for Training and Development of 12+ agents which includes but is not limited to: 1 on 1 development, Product Knowledge & Testing, Mentoring, Calibration Sessions, 1 on 1 Phone Time Activity with Daily Debrief, and Weekly Coaching Sessions.Selected as point-of-contact (POC) for leadership & associate director to manage supervisor teams and daily operations. Inspire teams of 12-15 agents to consistently apply the highest levels of customer satisfaction and operational integrity.Manage key performance indicators, such as, AHT, FCR, Adherence, and Attendance integral to operational efficiency. Facilitate team meetings to ensure effective communications and that all team members are kept abreast of product, service, and policy changes. Ensure staff performance is in compliance with established procedures and meets or exceeds departmental performance standards. Resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction via floor support for multiple agents and teams.Partner with other departments to improve operational process by providing input to drive strategic planning, and formulation of policies and procedures and/or enhancements to existing practices. Evaluate and report on the performance of employees and implement strategy to surpass department and company goals for attendance, payroll, performance documentation and other employment paperwork/entries.

Supported activities in the areas of Cost Attainment, Efficiency, Productivity, Energy Conservation, Waste Minimization, Operational Excellence and Lean Practices. Develop and foster culture of improvement activity by leading, coaching and supporting associates to provide Quality Service.Scheduled employees based on business needs& to maximize sales opportunities, while ensuring each department is adhering to the forecasted budget. Controlled inventory by performing proper receiving and stocking, including accurate cycle counting, processing merchandise transfers according to procedures, and reporting inventory problems when necessary.Developed and implemented quarterly performance reviews and executed appropriate actions plans.Ensured store is well stocked, priced and displayed per company standards to maximize the opportunity for sales and provide a pleasant and safe shopping environment. Accountable for store cash and other financial assets, reconciling cash register drawers, preparing deposits, and ordering changes from the bank.Ensured store team provided customers with highest level of customer service, emphasizing courteous and knowledgeable assistance, while educating on advertisements and promotions. Ensured merchandise is sold at company established prices and discrepancies are addressed and authorized accordingly. Communicated with associates regarding pertinent information on daily, event or seasonal business issues.