Matthew Lambert Email & Phone Number

Oversaw all information systems and related technical operations elements during a critical merger period. Led and mentored a team in ensuring effective client service delivery and business continuity.• Played a critical role in managing the integration of three additional locations (Nashville, TN, Nagua, Dominican Republic, and Noida, India) and over 200 cross-functional employees, including integrating each location into the Colorado headquarters operating structure to advance total organizational growth.o Designed and implemented the technological infrastructure (including telephony, equipment and hardware) that enabled geographically distributed teams around the world to operate from a single call center platform based in Boulder, CO. Boosted productivity without adding overhead costs by merging pool of agents across four locations into one.• Directed a large-scale company move from Boulder to Lafayette, Colorado, achieving full operational readiness over a weekend with zero work loss for employees and near-zero client service interruption. • Designed a data warehouse solution upon acquisition of new centers and directed related data integration efforts for all internal and external clients across four total sites.o Empowered users from all departments with usable and customizable datasets that enabled management decision-making as well as superior customer service delivery.• Leveraged SQL Server reporting services to publish dashboard data across the organization.• Created a Linked Server object and utilized ODBC driver to connect to a cloud-hosted instance of MySQL. • Developed a single dataset without any negative impact or interruption in production or reporting.• Played a key role in achieving a significant operational cost savings by working with executive leaders to virtualize servers that enabled employees to productively telework.• Recognized for consistently enabling cohesion and innovation across all global teams.

Boulder, Co

Directed call center operations in two company locations spanning Boulder, Colorado and Cheyenne, Wyoming, while also serving as a key member of a small executive group overseeing all company financial aspects. Oversaw HR-related activities in support of up to 140 full-time and 75 part-time personnel. • Recognized for doubling capacity within a vertical market without increasing reporting staff while simultaneously delivering reports to clients sooner and more accurately by developing and implementing a custom reporting and invoicing software solution. Efforts and accomplishments include: o Conceptualized the solution and gained executive buy-in to begin development.o Interviewed a range of stakeholders and clients to fully understand unique needs and define processes, roadmaps, and solution design.• Directed the successful adoption of a SQL Server-based platform that enabled company-wide data integration. • Designed routines for importing and exporting data between file servers and the new SQL Server instance.• Conceptualized, created and implemented an in-house automated timecard entry process solution by developing a time-tracking system that minimized human error. Met and collaborated with cross-functional stakeholders to ensure system met needs and requirements of disparate user groups.• Utilized API calls to further connect platform solutions to banking customers. Elaborate more here? • Authored stored procedures for bulk imports of .CSV data, thereby boosting analytical capabilities.• Played a critical role in guiding the company through the economic recession of 2008 and worked with the executive team to make hard decisions that kept the company open and profitable, including closing one office, freezing wages, and laying off staff.• Guided the company through the downturn and additional periods of market pressures and labor challenges by working effectively with small budgets, creating on-site labor and HR solutions, and reducing consulting spend.

Boulder, Co

Worked with senior leadership to establish the Director of Quality Control position and received a subsequent promotion to direct the organization’s quality control initiatives, leading the charge to foster a company-wide culture of quality. Developed the structure that scored both quantitative and qualitative aspects of call center agent performance. • Conceptualized and implemented a new feedback system that enabled more effective tracking of results over time and leveraged data to quantify employee ratings, performance, and overall progress.• Facilitated training to call center management staff and coached individual members in implementing and adhering to best practice quality control procedures.• Enabled a large client to gain a critical industry accreditation and pass an audit certification by creating rigorous new data collection standards for the client, creating agent teams to help the client adapt to new standards, facilitating trainings, and adapting processes as needed.• Hired, onboarded, and mentored a talented Quality Control Manager to further enhance quality initiatives.