Matt Comerford Email & Phone Number

Rochester, Ny, Us

My main goal is to ensure our client's are getting the most out of our software each time they use it and they are successful when using it. I want to ensure they are finding value with our software and educated with everything our software has to offer. Below are some of my achievements with this goal in mind.* Responsible for 2000 accounts, I proactively reach out to sites daily to set up calls to check in with the clients to discuss how their experience is with our software. This provides me with an opportunity to discuss how they can use the software more effective, efficiently, resolve any outstanding issues or give any tips to make their life easier.* Managed a project for over 1000 accounts on upgrading our software through multiple months that brought in over an additional $250,000 in revenue.* Currently managing 2 separate projects for over 700 accounts to help increase revenue on their accounts while providing $3,500 in revenue per month for us. * Took on an additional 500+ accounts due to staff reduction* Assisted and lead the training of two new Client Success Managers to ensure a smooth transition into their new role* Work with Managed Services, Professional Services and Support to complete projects and resolve client issues.

*Sell products and services to the Federal Government through the reverse auction bidding process*Build and maintain strong relationships with vendors to receive RFQ's at a competitive price point*Work with purchasing officers to ensure expectations are exceeded*Proactively reach out to prime contractors to secure sub contracting opportunities*Analyze data and current trends in the government marketplace to increase sales

Basking Ridge, Nj, Us

* Develop, train, coach, and motivate a team to achieve a high level of customer satisfaction and provide ongoing feedback. * Support and facilitate the development of others’ knowledge and skills, providing timely feedback and guidance to help them reach goals. * Provide information on how to set-up/use products and answer questions relating to products and services offered. * Listen to internal and external customers and communicate extremely complex and technical information clearly and concisely. * Make decisions or recommendations that contribute to the overall success of projects and programs within the Customer Service Technical Support organization.* Maintain up to date technical product/service training, knowledge, and skill to support internal and external customers as well as direct reports.* Present ideas effectively to individuals or groups; express ideas and information clearly in written form based on the needs of the audience; * Recognize and recommend operational improvements. * Monitor performance of direct reports according to established standards. * Plan, direct and evaluate workflow. * Participate in hiring decisions and conduct performance appraisals* Troubleshoot hardware/software issues; Identify Network/application issues. * Effectively communicate ideas and recommendations to all levels within the department. * Thorough knowledge of the Mobile Web and Office products; desktop software packages designated as necessary to the job.

Basking Ridge, Nj, Us

* Created and facilitated five different training programs focused on tool utilization and key initiatives around efficiencies * Mentored and supported four new hire Supervisors through transitioning to their new roles* Implemented a Quick Reference Guide for Home Internet Solutions* Decreased 19 out of 20 teams customer service teams transfers to technical support after going through my training around tool utilization* Rochester’s Loyalty Consultant for 2nd quarter focused on keeping customers with Verizon and not leaving for the competition* Managed 4 Loyalty coaches with implementing training and additional support/coaching for employees around keeping our customers with Verizon * Managed 2 Tech Coaches with implementing training and additional support/coaching for employees assisting customers with troubleshooting device issues and network issues* Facilitated multiple recap sessions for new hires on our loyalty team * Motivated loyalty team with increase focus around culture and specific recognition days to increase morale and productivity* Promoting contests from area team around tool utilization with written and oral communication* Manage weekly loyalty reports for Leadership Team and Loyalty Team utilizing Microsoft excel

Basking Ridge, Nj, Us

* Supervised 17 Operation Coordinators. * Managed multiple projects to increase productivity/efficiency within the Rochester Contact Center. * Created Center Timesheet Audit process and Repeat Caller Audit process. * Maintained Rochester’s Attendance Guideline’s and Warning Tracking Database. * Supervised Reporting Analyst position. * Assisted with four of Rochester’s Bi-annual Schedule Bids. * Maintained Rochester’s Attrition and Seniority reports. * Managed Rochester’s Billing and Equipment Order process. * Partnered with the scheduling team regarding scheduling events and offline time. * Developed the Operation Coordinator’s Productivity Tracker. * Assisted with creating the Operation Coordinator’s Performance Appraisal. * Completed several Floor Plans and Floor Moves for over 700 employees. * Worked with Human Resources on Employee Related questions and concerns.

Basking Ridge, Nj, Us

* Guided a team of over 12 representatives to obtain peak performance. * Performed daily call monitors to ensure quality objectives. * Delivered Monthly Reviews accurately and timely. * Coached and developed representatives who are on Performance Plans. * Developed a Process Improvement Plan for the Escalation Process. * Supervised 3 new hire classes, which included educating New Hires on Verizon requirements for the job in great detail. * Delivered attendance/tardy warnings to representatives. * Assisted representatives with attendance/HR questions. * Reviewed and approved credit adjustments. * Inspired team participation to assist with customer commitments. * Tracked tool utilization and credit adjustment coding. * Monitor team adherence/statistics on a daily basis.