Matthew Spaulding Email & Phone Number

2901 N. Blackstock Rd., Spartanburg SC 29301

Supply chain management and order book management for Amazon e-commerce and direct fulfillment.

Spartanburg, South Carolina

• Accomplishments and Special Programs:
• I was 1 of 3 members on the Availability Management Program. We were tasked with improving the over all OTIF for the top 3 accounts (DSG, Kohls and Academy). We created, managed and reported on the following 3 processes
• Weekly OTA
• Weekly Delivery Projection
• Weekly RFC Projection
• The creation, management and reporting of these 3 processes improved the overall OTIF for the top 3 accounts from 76% to 98%

Duncan, South Carolina

• Effectively manages a team of front-line sales representatives in the efforts to increase the company’s revenue by increasing the average sales goals of active customers. Attained strong leadership skills as a manager.
• Monitor CSR's call activity work time, hold time, talk time, and ready time.
• Monitor Project activity.
• Pull daily activity reports.
• Review previous days QA results.
• Resolve CSR issues.

Greenville, South Carolina Area

• A recognized Customer Service Manager with an exceptional servicing skill set in call center management. Attained strong leadership skills as a manager, supervisor and team lead with the ability to build the trust of.
• Excellent service to clients and recognized by upper management and peers for defusing irate calls and problem-solving skills
• Unwavering commitment to customer service with the ability to build client relationships, resolve complex issues and maintain customer loyalty.
• Assisted upper management during product ramp up of new project/client.
• Daily agent needso Payrollo Human resourceso Coaching and development
• Monitor CSR's call activity work time, hold time, talk time, and ready time.

Greenville, South Carolina Area

• Responsibilities:
• Effectively performed and delivered superior customer service to customers with their monetary inquiries for the benefit of the company client
• Proven Manager with effective management skills and the point of contact for day-to-day operations, including but not limited to, work schedules to support daily service level requirements customer client relations and.
• Exceptional technical knowledge and skills, team and staff relationship building, customer servicing care, supervision management, instructor and training, quality assurance control, and process improvements
• Strategic-relationship/partnership-building skills. An attentive listener with abilities to solve problems creatively and use tact and diplomacy to find common ground and achieve win-win outcomes
• Oversee all aspects of workforce management including hiring, training, forecasting and scheduling

Greenville, South Carolina Area

• Effectively managed loss mitigation and successfully assisting homeowners keep their home and avoidForeclosure collection. Proven leader with effective management skills and the point of contact to assist the manager.
• Effectively researching, assisting and resolving each customer with their financial account inquiries within service level requirements.
• Proficiently delivered customer service forms; via desktop Fax, Email or postal mail delivery to clients.
• Effectively trained new hire customer service associates on call center processes and procedures, user systems and company policies.
• Responsible team leader in call quality monitoring of recorded customer calls and effectively assisting in call quality control.
• Proven team lead in taking escalated challenging calls with expertise in diffusing situations with customer satisfaction.