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 • Helped transition company CRM, inventory, and ticketing system to new platform• Led the creation of training program for new and existing hires• After hire quickly instituted common industry KPIs such as time to repair • Decreased time to repair by 15% across all products • Performance managed our carriers and improved carrier repair time by 18 hours across all products • Worked with Revenue Assurance to ensure we obtained financial credits from carriers in all situations where their repair violated our SLA which increased financial credits by $50,000 per year• Reduced escalations to managers and above by 60% while also acting as level 3 contact 24/7• Managed customer satisfaction that yielded a less than 1% customer churn rate• Drove increase in operational performance in Customer Service systems by over 60% positively impacting speed of staff to perform repair tasks• Products supported included: Unified Communications, 24/7 Monitoring, ShoreTel, and more• Prepared detailed presentations based on team performance for executive leadership • Decreased internal customer requests for credits based on repairs exceeding SLAs• Utilized personal technician expertise to train team on router configurations with NAT, DHCP, DNS and basic MPLS networking and IP

• 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• Tested system enhancements before release into production environments • Created process\job aid documentation

• 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• Grew team from 17 to 33 agents over 2 years as demand increased after company mergers• Provided guidance to frontline Supervisors for training, hiring, and performance managing agents as needed

• 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