Mathew Reader Email & Phone Number

Phoenix, Az, Us

Chandler, Arizona, United States

• Work in partnership with Legal and Enterprise Compliance to continuously improve the supplier oversight program and consult regarding complex federal/state regulations.• Short/long term modeling with extensive analysis around KPI's and staffing.• Responsible for reporting directly to key stakeholders throughout the enterprise to include, (Debt Management, Data Analytics, Supplier Management, FP&A)• Extensive use of excel with Working knowledge of the Microsoft suites.• Direct and manage supplier relationships to monitor and mitigate the compliance, operational, strategic, reputational, and financial risks that arise when TMCC outsources to first and third parties.• Monitors supplier compliance with the contractual terms, conditions, and requirements• Provide analysis and recommendations to improve staffing levels and efficiency while advising the Center leadership of observed trends.• Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership.• Manage projects successfully to meet deadlines, provide deliverables, and adhere to budgets.• Identifies, analyzes, and remediates issues and opportunities by holding the assigned supplier(s) accountable for performance and compliance goals and objectives.

Tempe, Az

• Aspect Unified IP Dialer/Noble Dialer- administrate all lines of business with over 200 campaign calling lists and fast path real-time lead out bounds for an average of 3 million outbound dialers per month.• Aspect Work Force Management – build strategies around best time to call, staff for peaks and valleys in call volumes, monitor adherence real-time.• Avaya Communications Manager CMS- monitor and direct call flow on 91 Skills/ACD across all business channels• Unified Command and Control Reporting- monitoring an average of 146 thousand inbound calls per month.• Provide a local resource for the call delivery team and liaison on site for system and telephony issues.• Build business strategies, communicate them to Execution team and business partners, measure their performance and report results.• Continually improve the depth and breadth of our data analytics capabilities through project development across multiple data platforms.• Drive operational strategy by conducting demand assessment, capacity planning, and cost/benefit analysis.• Responsible for call center staffing needs working with leadership and HR to maintain appropriate staffing levels.

Tempe, Az

• Administration of all daily functions of Predictive Dialer environment for approximately 2000 total agents making 300,000 dials per day• Gather data, prepare, and present capacity planning for early-stage collections groups.• Create and maintain short- and long-term forecasting through different workflows.• Develop and analyze operational performance reports.• Design, implement, test, release and enhance various outbound/inbound strategies.• Monitor dialer campaigns, call traffic and make decisions on best way achieve optimal dialing results while balancing staffing capabilities and portfolio goals.• Develop and lead positive collaborations with one or more cross-functional teams.• Complete assigned helpdesk tickets within established SLA• Monitor system alerts including AQM monitoring and Server stability, escalating and working with appropriate resources to resolve issues.• Avaya IVR and Avaya ACD knowledge

Page, Az

• Assist officers in the detection of narcotics and wanted persons while training both new officers and K9’s.• Implemented and modified department policies while adhering to State and Federal Law. Created interdepartmental logs for legal deposition.• Ensured the collection and preservation of evidence for court cases and prosecution of suspected criminals.• Analyze and investigate information, while being able to articulate and prove of wrong doings in a criminal or civil matter.• Performed community outreach programs to better involve and engage with members of the community.

Florence, Arizona, United States

Monitors and controls all activities regarding inmate movement which could include escorting/walking inmates for long distances to various locations within or outside of the jail facility. Subdues or restrains resisting inmates using hands and feet while employing defensive tactics or approved non-lethal weapons which may include kneeling, bending, or stooping as well as lifting the inmate following restraint. Gathers information for investigations by interviewing and obtaining the statements of the victims, witnesses, suspects, and confidential informants. Conducts security walks and head counts which involves standing, stair climbing, and walking for long periods of time.Performs facility and inmate cell searches which involve stooping, kneeling, crouching, lying down and crawling under bunks, lifting and climbing to reach all areas of the cell and facility including climbing ladders/stairs to reach overhead sky lights, attic crawl spaces, rooftops, etc.Performs searches of inmates and visitors which includes touching and feeling clothing to detect weapons and contraband; also includes the ability to squat, stoop, stretch, bend to floor level to search pant legs, socks, and shoes.Performs frisk and strip searches of inmates which includes visually observing unclothed inmates to detect weapons and contraband.

Information Technology

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