Mathew Perry Email & Phone Number

Broomfield, Co, Us

Louisville, Colorado, United States

* Managed the operational activities of the contact center including quality service, workflow, workforce optimization, and cost management* Provided ongoing performance management training and conducts timely formal performance appraisals for direct reports* Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes* Worked with managers and supervisors to provide a work environment and culture that promotes customer service, staff development, and achievement* Assumed responsibility for the Return merchandise authorization department to correct and redefine repair and inventory management processes.* Implemented international support structure in preparation for global expansion and associated pricing to ensure healthy margins.* Responsible for annual departmental budget preparation* Created technical manual position to improve product installation and serviceability* Contributed to RFPs, Deal Desk, product engineering, inventory management, and quarterly business reviews* Redefined warranty cost analysis for better margin analysis.

Broomfield, Colorado, United States

* Lead and design transformational managed services programs across geographies and business units* Lead, manage, and monitor the successful delivery of managed services, managing the implementation process end-to-end including process standardization and knowledge management build-out* Manage and oversee all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to Customer Management* Manage annual budget and ensure cost-effectiveness* Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution* Managed a team of 36 technicians in support of over 400 companies while collaborating with projects and account management departments to deliver record-high NPS and CSAT while reducing average hold time by 73%

Greater Denver Area

Self driven home and business security installation technician. assessed, wired, programmed, and activated full security systems including training of customers in daily operation. Conducted training of most new hires and served as the backup service manager when required.

Denver, Colorado

Supervised a team of 5 in daily operation and scheduling to ensure delivery of cleaning services with a high level of customer service. Certified by the IICRC in Carpet cleaning and water damage restoration.

San Diego, California

Strategically planned business acquisition daily to enable entertainment and transportation in the tourism industry. This required an extended historical knowledge of San Diego's Gas Lamp Quarter and waterfront.

Greater San Diego Area

Night shift supervisor of a team of 5 Marines. Intermediate level support of FA/18 and KC-130 hydraulic and pneumatic components to include testing and reconditioning of hydraulic servo-cylinders, hose and tube manufacture, tire and wheels, brakes, and all related components. Served as a quality assurance inspector for 3 years.

Bachelor Of Science (Bs), Cisco Network Engineering

As a member of the Cisco Academy, I trained on a generous amount of routers and switches through the CCNP level achieving multiple.

Associates, Architecture

Associates of arts in Architecture