Matt Rowland Email and Phone Number

Overall management of entirety of business operations, beginning with pre-opening membership sales and through successful business opening and growth. Includes management, leadership and direction through global pandemic that had direct effect and impact on this industry:Grew membership sales to $150,000+ monthly EFT, highest in franchise group within just 6 months of opening.Established member service standards and expectations through thorough staff training and documentation.Managed the hiring, onboarding, training, scheduling, payroll, HR relations for 24/7 staff of 20+ employees.Maintained general building maintenance, operations and cleanliness to surpass extensive corporate standards.

Customer Service Director for start up residential solar company, reporting directly to CEO. Company established for 1+ year at time of joining. Customer Service direction encompassed multiple departments, including Customer Success (post-sale), Lead Success (pre-sale) and Customer Financing, totaling 30+ employees. At time of hire, no set structure, policies or documentation across departments. Tasked to come in and complete full overhaul of each area from top to bottom to allow for sustainable, scalable success with company growth and expansion to new markets. Responsibilities, implementations and projects included:Review of lead generation software and API integration into CRM for consistent lead management.CRM customization for ideal interaction and thorough documentation.Development of pre-sale and post-sale customer service expectations, metrics and KPIs.Quality Assurance program creation, rollout and implementation for consistent high level customer experience.Hiring and training of new employees to grow departments with determination of timing based on business needs.Training program content and presentation creation and implementation.Interdepartmental process workflow (Lead Generation to Post-Installation) documentation and expectations.Constant collaboration with CEO and other department heads on company strategy, direction and expansion.

Supervised the day-to-day call center operations of 500+ employees along with management and business planning for Technical Support team of 15+ employees. Responsible for technical knowledge of industry standard information and guidelines, personnel issues, management training, leadership development, escalated customer situations and both individual and team performance goals in high-volume 24/7 contact center. Other responsibilities included:Maintained personnel operations on a daily basis, providing leadership while effectively motivating staff.Coordinated and implemented training presentations, interview and hiring processes.Responsible for maintaining all daily contact metrics and creating daily metric reports.

Established and managed team of 14 employees that supported Customer Service Department in a variety of ways. Team functions included maintenance, processing, reporting and documentation of all company billing transactions, customer returns, courier shipping claims, third party seller agreements and policies, large volume freight orders, export and import regulations and thresholds, international shipping compliance and transit accuracy. Team also responsible for review of all store credits and secure payments applied to customer orders and coaching of customer service representatives on correct policies and procedures of functions above. Individual role also included deployment and training of several company projects:- Launched new UK Fulfillment Center that included recalibration of international shipping methods.- Integrated 4 new shipping couriers, domestic and international.- Developed logic for warehouse allocation rules across 6 international fulfillment centers.- Consolidated company returns to solitary locale to improve timeframe and customer experience.- Implemented new payment processing gateway and review of international transactions which recovered over $500,000 of potential losses.

Along with management team, responsible for entire department reaching corporate assigned metrics and expectations. Managed own team of 15-20 Customer Service Representatives. Solely responsible for all aspects of employee performance within team. Assessed employees on Quality Assurance for customer contacts while providing constant coaching and opportunities for improvement. Completed and communicated quarterly reviews of all team employees based on specific performance metrics. Direct contact with corporate leadership, providing high-level insight of Customer Service department to allow for planning of upcoming quarterly and yearly company initiatives.Supervised the day-to-day call center operations and business planning for 100+ employees. Responsible for technology knowledge, personnel issues, management training and leadership development, performance and sales goals in high-growth 24/7 sales based contact center that includes social media monitoring team, international sales support, development of fraud deterrent revenue center, employee development training and quality centers and analytics departments. - Maintained daily personnel operations, providing leadership while effectively motivating staff.- Responsible for maintaining all daily contact metrics and creating daily metric reports.- Worked cohesively with HR to develop and implement new department interview/hiring processes.- Teamed with Workforce Management to create new level/promotion scale for entire department.- Promoted employee growth via inter-department relationships to find advancement opportunities.- Launched Avaya platform for blended skill environment to increase efficiency and productivity.- Selected as department Point of Contact when Senior Leadership (Director) out of office.- Served as a liaison between IT and Customer Service to solve and correct application and system issues.