Matthew Gardner Email & Phone Number

Las Vegas, Nevada Area

Salt Lake City

• Manage team of supervisors, Team leads and work force analysts to develop coaching andtraining strategies, manage the day to day operations of a team of 100 inbound customer service representatives While meeting the.
• Create and develop dashboards that display KPI’s to senior management on a real-time and weekly basis.
• Improved average queue times by creating new schedules that met staffing needs based off of projected call volume.
• Conduct daily huddles; weekly meetings to promote open communication and a positive team environment.
• Setting and achieving short and long term center-wide goals, focusing on employee development.
• Work with other members of management to create center-wide incentive programs and bonuses.

Sandy, Utah

Manage Team of Compliance officers who are responsible for meeting compliance regulations, contracts, Gathering Necessary documents in a call center environment.Develop and implement department Standards, procedures and goals for 75+ employeesIncreased closing percentage from 50% to over 90% by daily coaching targeting customer service and phone skills.

Sandy

Increased productivity efficiency of Nintendo French team from 75% to 88% French team ranked #1 within Nintendo for AHT and Customer Service by setting goals and giving team proper coaching and motivation.Responsible for intraday huddles and reportsProficient in Microsoft office, use Excel daily to create reporting and increase productivityManaged.