Matthew Howes Email & Phone Number

Grand Rapids, Mi, Us

Belmont, Michigan, United States

I support AvaSure by providing leadership and direction to our Customer Care (technical support) Tier 1 technicians to assist external customers with issues in a 24/7/365 call center environment. I have three teams that report up through me. My role focuses on employee morale, productivity, service quality, and engagement to ensure support standards are met and exceeded. I contribute to the improvement of technical support by actively engaging with customers and handle any escalated issues. I manage personnel needs including but not limited to; scheduling, training, timecards, performance reviews and management, hiring decisions and disciplinary actions. I gather and organize monthly support metric reports. Also, I document, track and monitor customer issues to ensure timely resolutions and make recommendations to cross functional leadership. I am also in charge of the Knowledge Article publishing process, RMA process team, SLA reporting and adherence. Our SLA compliance since I have taken over is 99.9%, and our overall customer experience is world class.

Grand Rapids , Mi

Peckham, Inc., a nonprofit community vocational rehabilitation organization, is a unique business and human services agency that values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.I supervised teams of service center representatives of between 15 and 30 people and provided guidance and enforcement of all Peckham policies and procedures. Wherein, I supervised and delegated to the service center representative team. Tracked agent development, performance coaching, counseling, and key performance indicator management. Met and exceeded KPI performance goals with a focus on continuous improvement and suggesting solutions after performing needs analysis. I created process documentation, communications, and training materials. I managed business needs by performing real time analysis of volume, staffing levels, call volume and data analysis. This included call trends, root cause analysis, and other high-level diagnostics. I also assisted in the quality assurance process, and in the maintaining of those standards.Working with employees who have physical and mental disabilities. Liaison with the humanities-focused department and key internal stakeholders, making accommodations to respond to the needs of team members. Build strong trust and relationships with my team(s) and stakeholders. I was first aid and health coordinator and POC for emergency or dangerous situations in the workplace. US Access Registrar, Activator, and Site Manager. It was my duty to register, fingerprint, and process the requests for Federal IDs (Lincpass) while maintaining security requirements. I was also the event planner and coordinator for large events and served on the Inclusion Team. I hold a 'Confidential' level security clearance.

Walker, Mi

As a Supervisor for Residential Retention, I was responsible for managing retention agents to retain existing customers from disconnecting while retaining and upselling core products (i.e., Video, Data, and Phone). To coach, monitor, develop, lead, model, motivate, analyze, organize, staff, and train, so that customers, employees, and owners are successful. Consistently met or exceed weekly and monthly retention activity goals by coaching agents to sound customer save techniques. And, as a result of regular phone monitoring and engagement with the agents, provide regular data-centric feedback to the managers concerning actionable items to be taken to improve customer experience and improved retention rate. Ensure that agents receive training on and abide by the business rules surrounding the retaining of a customer. These business rules include but are not limited to extension of promotions, credit usage, and escalation of service-related issues. Manage agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, and other metrics as necessary. Analyze and provide statistically-based recommendations on ways to improve agent save performance. Provide recommendations on save offers and business rules to support Charter’s strategy. Successfully managed difficult customer calls that require advanced issue resolution.

Walker, Mi

Negotiating with both new and existing customers with the focus of upselling current and existing services offered by the company. Having the ability to multitask at a fast pace by keeping a balance between incoming calls, maintaining required paperwork, and customer follow-up opportunities. Uphold company standards and compliance by using creative solutions and still abiding within the set guidelines. Maintaining current knowledge of industry products by completing training and receiving company certifications.

Wyoming, Mi

Taught classes on computer science and technology, media and video, and instructional design and layout. I was also the technology consultant for the media department head on program equipment. Was responsible for lesson plans, attendance, grading papers and projects, and maintaining student records.

Grand Haven, Mi

Lead a team of installation technicians as we installed multimedia equipment in various schools and educational facilities. Ran Ethernet networking cables through ceilings/walls/floors, punched in server connections, cable management organization, etc. We also mounted and calibrated interactive smart boards with integrated projection systems, computers, and audiovisual equipment.

Grand Haven, Mi

Lead a team of installation technicians as we installed multimedia equipment in various schools and educational facilities. Ran Ethernet networking cables through ceilings/walls/floors, punched in server connections, cable management organization, etc. We also mounted and calibrated interactive smart boards with integrated projection systems, computers, and audiovisual equipment.

Grand Haven, Mi

Served as an on-call and per-assignment substitute for K-12 classes in the Ottawa County area. I specialized in working with children with special needs and disabilities, alternative education, and for media production programs.

Grand Haven, Mi

I was the assistant to the program director/producer for the TV-5 program and the Performing Arts Center at Grand Haven Senior High School. I would assist with field production, stage lighting and rigging, camera operation, video editing, equipment maintenance, soundboard engineering, front and back of house operations, etc. Furthermore, I also assisted with ad sales for the network and creating promotional material.

Grand Haven, Michigan, United States

I assisted with video projects, editing, footage digitization, etc. It was a lot of work for video-based kiosks in retail stores, and Michigan-based surfing documentaries.

Muskegon, Michigan, United States

Worked as an intern in the video production department. I helped with shooting commercials, video editing, copy/script writing, audio editing, and as an assistant in the large format vinyl printing department.