Matt Ricker Email & Phone Number

Los Gatos, Ca, Us

As part of my duties, I led global leadership recruitment, development, and learning initiatives to build high-performing teams that delivered results. I collaborated closely on change management strategies, ensuring smooth transitions while minimizing operational disruptions and risk. My role also involved overseeing technology integration, where I coordinated teams and vendors to drive efficiency. I created and implemented performance metrics that not only evaluated vendor effectiveness but also identified areas for continuous improvement. My focus was always on driving collaboration, innovation, and operational efficiency across all functions.● Improved skill sets, bench strength, and stakeholder relations by directing the evolution of Netflix's Tier 3 Technical Analyst department.● Enhanced stakeholder interactions and member support by streamlining Netflix's Tier 3 support model.● Refined crisis management processes, boosting response efficiency for Tier 3 and Device Reliability teams.● Empowered career growth by establishing career pathing and development frameworks for individual contributors and managers.● Drove measurable improvements in vendor performance by developing a comprehensive vendor performance evaluation system.

Saginaw, Mi, Us

During my tenure, I led a team of 150+ across various tiers, with a strong focus on enhancing customer satisfaction, managing escalations, and fostering employee development. I was responsible for overseeing daily operations, ensuring that our customer service targets and performance metrics were consistently met or exceeded. By championing a culture of continuous improvement, I drove team engagement and performance through effective team-building initiatives. I worked closely with cross-functional departments to align operations with company goals and customer needs, always striving to improve efficiency and deliver the best possible outcomes.● Increased employee retention and strengthened departmental culture by developing and implementing a junior leadership mentorship program with career pathing, feedback, and coaching standards.● Enhanced leadership bench strength by providing targeted mentorship that fostered skill development and leadership growth.

Herndon, Va, Us

In my role, I led a team of VoIP, Data, and NextGen Engineers, where we focused on troubleshooting and resolving technical issues for B2B clients. I coordinated escalation efforts to address service disruptions quickly, ensuring minimal downtime. I provided technical guidance to my team, empowering them to solve complex challenges efficiently. I developed and maintained documentation on service issues, solutions, and best practices to improve knowledge sharing. Throughout the process, I ensured clear and transparent communication with clients during escalations, always aiming for a smooth resolution and strong client relationships.● Reduced average handle time (AHT) and mean time to resolution (MTTR) by authoring Quality Assurance standards and leading calibration training sessions.● Improved network performance by proactively monitoring and analyzing data, identifying issues, and resolving them to prevent disruptions.

Herndon, Va, Us