Matthew S. Email & Phone Number

Responsible for building websites for newly acquired clients. Researched and built internal tools that were dedicated to improving the department's efficiency using Node, Express and React JS.

Toronto, Ontario, Canada

Toronto, Canada Area

Responsible for building front-end features and maintaining site improvements for over 600 publicly traded companies' investor relations websites using CSS3, HTML5, JavaScript, jQuery. Communicating with clients daily via email or telephone to ensure time-sensitive updates such as webcasts, financial documents, press releases and events are published within a timely manner.

Toronto, Canada Area

Toronto, Canada Area

Accomplishments Created and produced two radio programs, which aired across the Greater Toronto Area. One was in consideration to become one of station’s signature shows and was eventually featured in a documentary by ViceLand. Managed and guided a team of three on air personalities. Two of which have gone on to becoming relatively popular influences in Toronto.Responsibilities Held strategic meetings with Program Director as a means to plan out future programming & to ensure the program maintained the Station’s brand standards Developing and managing the program’s communication with various artists and show promoters across Canada and the USA. Remaining up to date with current events and composing the show scripts Filled out the required documents necessary for SOCAN compliance.

Toronto, Canada Area

• Accomplishments: Established aggressive performance targets for Contact Center efficiency, sales, quality & attendance, which were achieved within twelve months. The Contact Centre was recognized for it’s significant improvement as it had previously been known as one of the worst performing locations within the company & it was not expected it to compete amongst the top two locations. Held a significant role in opening communication between multiple departments, leading to the completion of many projects ahead of schedule, which in turn pleased our clients.• ResponsibilitiesProvided primary support to Senior Manager, working closely to develop an annual twelve-month plan that balanced business objectives & client needs. Using various strategies we were able to improve the Contact Centre’s operation efficiency. Confidently led a team of Supervisors through the shift, communicating daily goals & delegating the tasks based on Supervisor strengths and ability to meet them. Coordinated the Contact Centre operations with other locations & departments in order to ensure client requirements were met efficiently. Ensured that all the necessary process were in place to support compliance and regulatory requirements. Manage customer resolution for escalated calls by engaging with the necessary expert groups (Quality Assurance) and following with the customer with action plans and resolution dates until the issue is resolved and our client is satisfied.

Toronto, Canada Area

Corsential: Call Centre Supervisor [April 2011 – Dec 2012]• AccomplishmentsI was promoted from Call Centre Interviewer to Supervisor within 4 months of being hired.• ResponsibilityEnsured that running projects were completed on a timely manner and daily quota was met. Participated in both the hiring & training process in order to ensure the competency and efficiency of every employee. Trained exceptional interviewers on new studies to support our quality objectives. Managed a team of 15-20 interviewers and was responsible for keeping track of their productivity & progress. Mentored employees through performance coaching. Review, analyse, and provide recommendations based on customer feedback. Manage employee incentives and bonus programs for my team.Issued coachings & warnings to those employees that committed Policy or Quality infractions.