Mathieu Etienne Email & Phone Number

Dacula, Ga, Us

Duluth, Ga

• Supervise a team of 20-35 agents and manages their schedules.• Provide daily leadership to ensure productivity and quality service goals are met.• Provides weekly agent performance feedback to ensure sustainable improvement.• Prepares weekly and monthly contact center reporting for call center agents.• Develop and implement reward and recognition programs for motivational purposes. • Monitors daily call center activities to ensure policies and procedures are being followed and manages performance as appropriate. • As directed, conduct quality call monitoring reviews and provide timely feedback• Aids in projecting call volume to assure appropriate staffing levels. • Calculate daily, weekly and monthly reporting structure to assure goals are met and action plans formulated. • Coach and mentor employees based on feedback received through the call monitoring process. • Ensures all studies are handled according to client guidelines.• Facilitate monthly team meetings to ensure staff is updated on all Departmental changes/issues.• Analyzes quality trends and makes recommendations to the Quality and Development Lead for educational improvements.• Demonstrates highly effective spoken communications skills by delivering formal (classroom) and informal (monthly one-on-one's) presentations in a manner that builds confidence and demonstrates competence. • Create and deliver Performance Development Plans. Complete merit review according to Merit Promotion Policy.• Assist in providing ongoing training and retraining of the staff through topic specific in-services. • Provide feedback to CCM on process improvement and recommends procedural changes.• Call monitoring during available time to ensure quality standards are being achieved, and coaching agents.• Ensures all escalated calls are handled and resolved, working with other departments as needed

Georgia

Currently Managing 5 Residential Properties scattered throughout the area of Georgia and New Jersey Responsible for the day-to-day aspects of property management & maintenance issues related to a retail portfolioUse industry knowledge to implement appropriate risk management practicesCommunicated the terms of the lease through the accurate filing of lease abstract and monitoring of the PropertyDevelop building cleaning specs, market standards, and negotiates all service contracts: i.e. landscaping, security, etc.Monitors property cash flow on a weekly basis and prepares projections; assured that monthly rent income is collected timelyManages facilities vendors, tracks maintenance issues and ensures that repairs are made in a timely mannerPrepares and distributes emergency procedures brochures to tenants; responsible for the implementation of the property management safety policyUnderstands policies of insurance on assigned property, including procedures for filing claims and loss prevention report.Maintains tenant request/complaint logs to ensures that responses to requests are performed in a timely fashionPrepares financial statements and reports on status of properties such as occupancy rates and dates of expiration of leases

Greater Atlanta Area

Managed 80 plus staff; kept track of obligations of various levels of staff to make sure they complied with timetables Recruited, trained, assigned, scheduled, coached, counseled, disciplined all level employeesAssured all restaurant equipment was in good working order by following operating instructions Educated employees on proper use and maintenance of equipment; troubleshoot breakdowns; maintained supplies; performed preventive maintenance; etc. Ensured healthy, safe work environment by following and enforcing chain standards and procedures; complied with sanitation and legal regulationsMaintained kitchen production, monitored order-taking and filling, answered consumer complaints Kept track of daily inventory, provided meals following “specials” sent by HQAnticipated consumption, used approved suppliers Minimized waste, directed and controlled food preparation and cooking procedures, ensured that HQ quality standards were met at all timesDeveloped mechanisms to address clients’ concerns; created quality improvement mechanisms- charts for analysis and presentation to board; technical coordination of new procedures, post implementation steps to ensure overall effectiveness and efficiencyMet financial objectives by estimating requirements, implemented and controlled expenditure schedules, analyzed variances, initiated approved corrective actions, maximized profits through restaurant promotions, minimized loss.Increased store production from 27% to 35% with annual gross productivity of 1.9million

New York/ New Jersey Area

Responsible for directing, supervising and coordinating activities of workers through multiple client teams; lead professional group of 150 plus inbound employees, answering over 10,000 calls, emails, and written correspondence monthly.Responsible for overall quality service delivery to our clients, with team achieving customer satisfaction survey result at or above 90 percent.Responsible for people and culture; all recruitment, training coaching and re-evaluation of work output.Develop and Manage quality assurance plans to achieve company objectives. Reclassified all relationships based on performance reviews and compliance to ensure the financial call Center objectives are met.Carried out Managerial tasks in accordance with the organization’s policies and applicable laws.Accountable for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems through client relations such as (stock transfer). Made necessary changes in staffing based on the adequacy & capacity of the call center. Take corrective actions as needed.Authored, develop training manuals/ guides as needed. Set standard of operations for company output. Establish excellent client relationships, use proactive approach to identify and resolve problems then conduct appropriate service recovery follow-up.

Bachelor Of Business Administration (Bba), Management Science

Bachelor Of Business Administration (B.B.A.), Management Science