Matthew Hemmer Email & Phone Number

Chicago, Illinois, United States

• Responsible for auditing tens of millions of dollars in telecommunication expenses
• Led the implementation of CRM use to manage all audit activity
• Manage team of direct reports both in the U.S. and offshore in support of all telecom inventory building and audit work
• Work with customers and then carriers to save customers money on their monthly expenses and obtain credits when possible
• Lead audit that achieved over two million dollars in annual savings and over 3 million in credits.
• Lead audit that achieved over one million dollars in annual savings and over 300, 000 in credits

Greater Chicago Area

• Lead Customer Service and Field Operations organizations
• Worked to implement consistent, scalable processes and procedures to standardize and improve company performance for order processing through repair support
• Created key performance indicators to measure all aspects of company performance; including Sales to Operations hand off, Provisioning, employee effectiveness, and Repair

• Managed team of 15 people who handled over 1,000 trouble tickets per month. Ticket work drove 5,000 inbound e-mails, 1,000 inbound calls, and 3,000 outbound calls per month
• Oversaw multimillion dollar business unit responsible for repairs on DSL on up to DS3, OC-x, and Gig E connectivity
• Responsible for IP services network that contained over 2,000 customer end points on both resold and Call One facility based circuits for VoIP, SIP trunks, MPLS, and DIA
• Supported TDM services for thousands of customer locations
• Personally escalated with carrier leadership on a weekly basis
• Achieved no call center hold time for over 98% of inbound calls during tenure

• Defined opportunities to use systematic workflow to help scale the business
• Partnered with software developers to create and refine the systematic vision we laid out
• Wrote official business requirements and user stories
• Used the creation of APIs to eliminate the manual effort of six full time offshore resources saving $200,000 dollars per year
• Decreased time to process scheduling of technicians by 85%
• Executed end to end review and documentation of operational workflows

• Was responsible for call center which handled 300-500 customer calls per day across various queues
• Oversaw agent follow-up to an additional 200-400 internal customer requests per day from various -internal systems sent by multiple organizations
• Monitored call center response data and manage to various SLAs\KPIs
• Controlled scheduling of 200-300 broadband installation\ repairs per day
• Led initiatives that generated improvements in common call center KPIs such as average speed to answer, max wait time, and average handle time
• Managed one million dollar yearly expense budget

• Directed the activities of a 44 man field service force responsible for the installation and maintenance of customer data services and a nationwide ATM network
• Improved technician KPIs that measured install closure rate, TTs after installation, time on site, and customer caused failures
• Reviewed and created data which showed specific technician and team efficiency, productivity, and success
• Maintained complex internal systems which controlled technician scheduling
• Responsible for 11 million dollars in tech inventory

• Project managed customer deployments.
• Partnered with Provisioning, Engineering, and Sales to ensure deployments met customer expectations.
• Created training documentation