Matt Patterson Email and Phone Number

Oversee operation of all departments, sales analysis, buying, merchandising, customer service, community involvement

Responsible for the overall success of my team (20-30 CSR's) for various inbound/outbound customer service and sales campaigns.- Provide weekly coaching and call audit monitoring garnering continuous improvement- Provide realtime support for all front line agents in both a technical and customer service capacity- Field customer escalations, irate callers, supervisor requests- Conduct monthly, semi-annual, and annual employee reviews- Manage all attendance, schedule… Show more Responsible for the overall success of my team (20-30 CSR's) for various inbound/outbound customer service and sales campaigns.- Provide weekly coaching and call audit monitoring garnering continuous improvement- Provide realtime support for all front line agents in both a technical and customer service capacity- Field customer escalations, irate callers, supervisor requests- Conduct monthly, semi-annual, and annual employee reviews- Manage all attendance, schedule adherence, and disciplinary action where applicable- Provide support to client services by providing excel reports, stack presentations to display success as well as action plans for areas of improvement to our clients.- Develop schedules for agents based on historical and forecasted volumes- Manage profitability and KPI attainment for all campaigns Show less

Responsible for the overall performance, profitability, and success of the call center.- Conduct weekly coaching sessions with Team Leaders to ensure consistency and continuous improvement/development- Ensure all business and client objectives are being met/exceeded- Develop and present weekly, monthly, quarterly, and year end reporting to executives and clients displaying successes and action plans for improvements- Provide support to Team Leaders with employee development… Show more Responsible for the overall performance, profitability, and success of the call center.- Conduct weekly coaching sessions with Team Leaders to ensure consistency and continuous improvement/development- Ensure all business and client objectives are being met/exceeded- Develop and present weekly, monthly, quarterly, and year end reporting to executives and clients displaying successes and action plans for improvements- Provide support to Team Leaders with employee development and/or disciplinary action, carrying out final steps (i.e. suspension/termination).- Hire and train Team Leaders- Participate in regular client facing meetings and calibrations Show less

Manage night crew staff to replenish dry grocery stock and prepare store for opening- Recieve grocery order, spot product, and stock shelves- Manage overstock on floor and in storage room/bunkers- Place daily orders for next day stock- Build and maintain product displays (end displays, skid drops, merchant specials)- Receive nightly orders for next day stock and organize for distribution (frozen, dairy, produce)- Train, develop, and motivate night crew staff to maximize… Show more Manage night crew staff to replenish dry grocery stock and prepare store for opening- Recieve grocery order, spot product, and stock shelves- Manage overstock on floor and in storage room/bunkers- Place daily orders for next day stock- Build and maintain product displays (end displays, skid drops, merchant specials)- Receive nightly orders for next day stock and organize for distribution (frozen, dairy, produce)- Train, develop, and motivate night crew staff to maximize profiency- Store clean up and isle facing to prepare for store open- Inventory management Show less