Henry Matos Email & Phone Number

Orlando, FL, US

Jacksonville, Florida, US

Nashville, Tennessee, US

• I championed the strategic direction and growth of their fast-paced Call Center Operation, which offered technical support, customer service, and sales solutions. I led all aspects of operations for 3 locations across.
• #1 Verizon call center nationally by exceeding targets in average handle time by 11% and customer experience by 2%, excelling amidst a large corporate restructure and significant layoffs.
• Leveraged valuable customer insights to drive strategic improvements, pinpoint root causes, minimize risks, and foster knowledge proficiency in leaders for peak performance.
• Fostered a culture of excellence and integrity, focused on fairness, respect, diversity, and inclusion through a comprehensive new hire process, while complying with corporate policies and procedures, leading to.
• Cultivated effective collaboration and successful outcomes with offshore partners, including a 7% reduction in average handle time, by sharing best practices, facilitating processes implementation, and promoting.
• Created and managed a comprehensive incentive and professional development program with a $200K annual reward and recognition budget to award staff and offer diversity & inclusion activities.

Nashville, Tennessee, US

• Leveraging my experience with iQor, I managed and coordinated all operational functions of Asurion's 1,000-person call center as the Senior Manager of Operations. I capitalized on my business acumen, crafting an.
• Developed, tracked, and improved key performance indicators, developing the organization's balanced score card and standard operating procedures to enhance progress reporting.
• Adopted and integrated the four Disciplines of Execution Model to increase communication and accountability while maximizing quality assurance performance in resolution rates, customer service, call flow, and customer.
• Analyzed business processes and gathered team feedback to identify process improvement opportunities, pinpoint root causes, deploy tactical initiatives, and document new stand operating procedures, resulting in an.
• Leveraged creative thinking and problem solving as remediation to effectively mitigate and address risks, while ensuring minimal impact on team productivity and site operations.

Fort Lauderdale, FL, US

• As the Director of Operations for iQor, I executed a strategic approach for performance delivery of a BPO call center operation. This included building, motivating, and leading a team of 375+ associates and leadership.
• Collaborated and strategized with the HR Talent Acquisition team to streamline hiring workflows and SOPs, improving processes related to recruitment, training, onboarding, coaching, and performance evaluations.
• Leveraged data from customer feedback and employee reviews, supporting the exceeding of expectations of key target deliverables by making real-time observations to address gaps in performance, including SLA, quality.
• Employed a lean operating structure and maintained a lower cost model to consistently outperform the competition.
• Selected to contribute to international and domestic growth strategies by supporting and participating in the establishment and launch new contact centers in Panama and Plano, TX, including recruitment and hiring of.

• As the Office Manager for Pro-Med Management, I inspired and directed a team of 30 staff members. Specifically, I oversaw talent acquisition and management, including interviewing, hiring, onboarding, coaching, and.
• Enhanced efficiency, outcomes, and revenue generation by conducting a comprehensive audit of existing processes to identify bottlenecks, pinpoint inefficiencies, and design new workflows optimized for speed, accuracy.
• Fostered strategic collaborations with medical providers to overhaul key aspects of healthcare administration and improve operational efficiency and performance.
• Implemented strategies focused on enhanced revenue cycle management, yielding improvements in billing efficiency, accuracy, and revenue capture.
• Strategized with HR and medical staff to identify staffing needs, address skill gaps, and ensure appropriate resourcing and placement to retain top talent and deliver results.