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%•Assisted Kohl’s with improving their order writing practices improving processing time and setting them up for success moving forward◦This improved adidas process time for new orders from 4 days down to 2 days•Assisted in creating and implementing the Kohl’s Landed Program◦By creating the Landed Program (Direct ship from the Factory to the Customer) I was able to improve OTIF (On Time In Full) from 73% to 97%•Created the process allowing Kohl’s to mark their orders with special coding to identify which Critical program that order is for. This would allow for quick identification and detailed reporting from Order creation to Order invoiced.◦Prior to this process the OTIF for a Critical program order was 56%. Upon implementation of the Critical Program process we were able to improve of our OTIF to 98% that is a 43% increase that resulted in a Net Sales increase of +400%.•Created the reporting for the new Critical Program that is delivered to the full SCM team and all DC’s for both Kohl’s and adidas.◦This real time reporting provided transparency in order to identify and correct anomalies before they become issues.•Created a new standard reporting cadence for Kohl’s Sales team and Kohl’s Buyers.•Created a Headlines and delivery report that is distributed to senior Leadership and inside Sales◦I was tasked with creating a 1-page report detailing the life cycle of the accounts order book. This keeps leadership and sales current on all the orders and allows them to take issues directly to the account in a timelier manner.

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, supervisor and team lead with the ability to build the trust of others with integrity and consistently meet and exceed targeted resultsResponsibilities:• 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.◦ Payroll◦ Human Resources◦ Coaching and Development• Handle customer inquiries, complaints, escalated calls• Monitor and review • Update hierarchy • Agent performance reviews• MTD report and recap to upper management• Prepare next month plan of attack• Review MTD QA Reports• Recognize Top 5 AgentsAccomplishments:• Assisted upper management during product ramp up of company growth.◦ During my first year we had a 36% increase in sales.◦ This increase in sales lead to the need for improved reporting that I took on and was able to streamline volume of reports while cutting the report creation time by 50%• Professionally provided excellent service to clients and recognized by upper management and peers for defusing irate caller and problem-solving skills.• Improved partnership processes to increase sales.◦ Restructured the process by combining inside and outside sales practices with our key accounts and was able to exceed the monthly goal on average by 8% to 12%• Developed and maintained a high level of communication with other corporate departments and divisions.• An attentive listener with abilities to solve problems creatively and use tact and diplomacy to find common ground and achieve win-win outcomes.

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 others with integrity and consistently meet and exceed targeted results.ResponsibilitiesCall Center manager• 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.• Monitor Project activity.• Pull daily activity reports.• Communicate with clients.• Review previous days QA results.• Resolve Customer, Client and CSR issues.• Review Payroll and Time sheets.• Create and distribute reporting for KPI’s and VOC’s• Update call center messaging boards• Oversee all aspects of workforce management including hiring, training, forecasting and scheduling.Accomplishments:• Creation of reportso KPIo VOC• Workflow process for hierarchy • Workflow process for pulling reports• Creation of project wide communication boards• Spreadsheet creation for real time documenting call center statistics • Creation of PP slides for client communication

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 CSR relations•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•Handle customer inquiries, complaints, escalated calls and CSR relations•Professionally provided excellent service to clients and recognized by upper management and peers for defusing irate caller and problem-solving skills•Select, manage, develop, motivate, evaluate and retain personnel in accordance with company policies and proceduresAccomplishments:•Implemented several additions to call center*Created and implemented a QA department*Created score cards*Created call scripting and call flow guides*Created and implemented a Universal department used to handle project specific responsibilities*Created and designed appointment scheduling and call documenting programs*Developed and maintained a high level of communication with other corporate departments and divisions•Pull daily activity reports•Communicate with clients•Review Payroll and Time sheets•Manage and oversee Support desk for multiple projects•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 in day-today operations, including work schedules to support daily service level requirements. Handle customer inquiries, complaints, mortgage questions and foreclosure service requests. Professionally provided excellent service to banking customers and recognized by management and peers for defusing irate caller and problem-solving skills.Customer Service Duties include:• 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.• Effectively conduct in-depth policy research and then communicate result finding to support a successful customer service outcome.