Matthew Wright Email & Phone Number

Edmond, Ok

-Business Development Manager, Retention specialist. Inside sales.-Responsible for maintaining my own sales base as well as accounts outside of my base.-Responsible for new business, current business and previous business with consumer accounts.-Maintaining and exceeding sales goals.-Utilize effective communication through all communication channels.

Yukon

• Actively involved in all facets of recruiting for a call center that is 600+ faculty staffed.• Responsible for field recruiting and maintaining a on and off-site work schedule.• Manage all online presence for our site in Yukon. Examples: Monster, Indeed, CareerRookie, Taleo, LinkedIN, Career Builder and multiple online job boards for all major collegiate and vocational schools and studies.• Responsible for being “the face” of our organization.• Responsible for maintaining and gaining new connections for our company through our networking strategy.• Fill up to 100+ new hires for roles each month based on client needs and expectations.• Responsible for all communication with potential new hires over the phone, email, social media and job boards.

Yukon

• Serve as the Manager of Learning and Development for Xerox corporations under the U.S. Cellular Client.• Main point of contact for 5 members of staff. Support these staff members against all cross functional departments within’ the organization. Responsible for recruiting/hiring of new-hire associates, training of new-hire associates, and applied learning in a nesting phase to new-hire associates.• My scope of responsibility is to maintain an effective department while managing and upwards of 125+ associates and members of staff at any given time.• Meet daily with the General Manager and Operational staff to research and develop training and action plans to drive performance on the call center production floor.• Consistently meet aggressive goals around retention and attrition. Provide feedback and information regarding these metrics at any given time.• Build and maintain highly effective and productive relations with the client. Meet with them on a weekly basis to discuss the progression of our department.• Responsible for the budgetary information regarding my department. • Maintain excellent communication skills both orally and written. Speak to large groups of people at a moment’s notice, any time at any point during the day. Must be proficient in speaking on an extemporaneous basis.• Drive accountability through a supportive and developmental culture. Provide servant leadership to each and every individual in our organization. • Work a flexible schedule based upon the needs of the business. Mornings, afternoons, nights and weekends. And maintain excellent attendance and punctuality.

Yukon, Oklahoma

• Perform weekly one-on-one development sessions with call center representatives.• Manage and maintain a team of 15+ individuals at any given time. • Conduct meetings with team members and Customer Service Managers; give feedback on representative performance.• Compile, write and organize action plans around performances with each representative on my team.• Ensuring my team meets performance and KPI metrics in Adherence (95%), Quality (80%), Absenteeism(Less than 6% per month), Hold and after-call work (below 60 seconds). • Meet critical deadlines and deliverables given by the U.S. Cellular client and Xerox management team.• Responsible for the hiring process of candidates applying for customer service representative positions. Serve as an interim Hiring Manager.

Yukon, Oklahoma

• Respond to U.S. Cellular service related telephone inquiries. • Providing excellent over the phone customer service to consumers, daily.• Accessing multiple electronic systems to look up consumer accounts and provide account and general information regarding our products and services.• Ensuring my performance and KPI metrics meet the call center standard in Adherence(95%), Quality (80%), Absenteeism(Less than 6% per month).• Was an Engagement Expert during my role as a CSR. Served as a leader for my team and was a expert on the material with our clients policies and procedures.

Heath Careers- Cna/Mat/Pharm, Heath Careers

High School Diploma, General Studies