Mark Matthews Email & Phone Number

Pasadena, Ca

• Member of Executive Leadership Team for Customer Care• Leading Six Sigma Green Belt project finishing Green Belt Certification• Involved in hiring of new phone agents• Responsible for Disciplinary process and Terminations • Coach Supervisors• Helped design performance standards for department• Involved regularly in Executive Level Meetings helping set direction of department and performance standards.• Workforce Management setting schedules and attendance adherence

Brea, Ca

Team Lead/Customer Service Manager – Alta Resources (8/2012 – Present)• Trained in Six Sigma Green Belt and presently working on project for Green Belt certification – (projected end of project – Jan/Feb 2014)• Manage Team of 4-6 direct reports (Supervisors) and 20-40 indirect reports (phone agents)• Hiring Manager for new Supervisors and Phone Agents• Responsible for Disciplinary process and Terminations • Coach Supervisors to help them improve their leadership skills• Monthly 1X1 meetings with direct and indirect reports• Monitored supervisor and phone agent calls and coached for improvement • Coached reps based upon overall performance• Phone support as needed• Interact with customers on escalated calls• Weekly supervisor team meetings• Lead my team to be the top performing team for last 9 months and counting• Designed performance Matrix for department to be used in monthly and annual reviews of agents and seniors• Involved regularly in Executive Level Meetings helping set direction of department and performance standards.

Corona, Ca

Oversee all aspects of Customer Service at the Director LevelImplemented live call environmentDeveloped policy and procedure for departmentEstablished performance standards and reporting processesEstablished Call Quality StandardsManage Team of 7 Customer Service Reps, 1 Team LeadCoached reps based upon performancePhone support as neededInteract with customers on escalated calls or rep commendationsWeekly team meetings$100,000.00 in savings through process improvements and increased productivity within Customer Service.

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 SuccessesPromoted 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

Managed customer service department of 25 reps Monitored daily activity, making sure that all appointments were set properly and orders dispatched to sales Reported directly to owner of company on weekly basis

Master'S Degree, Theology/Theological Studies, 3.79

Ba, Theology