Matt Cooley Digby Email & Phone Number

Monitor calls and provide feedback during coaching sessions. Create and deliver coaching plans forteams of 14-24 agents. Meet and exceed team goals monthly. Formulate and implement customerservice, sales strategies and SOPs. Maintaining professional relationships with cross functionaldepartments. Facilitate sales training for tenured and new hire agents. Floor-walk and provide supportto new hires. Sales Coach for a floor of 120+ agents.Supported enterprise level QuickBooks products over the phone. Routinely exceed call handling goals. Closing calls in an average time of 14 mins monthly (Center goal 25 mins) with an 80% first call resolution rate. Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems. Partnered with Tier II and Tier III help desk peers based in the US and Manila to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.

Deland, Fl

Provide help desk support via telephone with end users. Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions. Analyze data from a variety of databases to supporting business. Developed reports, analyzed performance of equipment and summarized results. Provide pre-sales support resources to optimize sales and revenue volume.

Lake Mary, Fl

Provide technical support for Apple products over the phone, while documenting customer interactions. Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner. Work through documented troubleshooting steps while being educational, personable and patient. Additional duties include communications with engineering groups on daily departmental operations. Identifying and solving complex system issues and correctly implementing multiple S.O.Ps. Trained new and tenured employees on proper company procedures and expectations.