Matthew Felton Email & Phone Number

Monitored and maintained affiliate switching, digital, optical, wireless, and other telecommunications equipment.Conducted fault analysis, isolation, and remediation in various technologies.Responded to customer problem calls and escalated issues to carriers when necessary.Managed and supported alarm pages, effectively communicating service interruptions to affiliates.Escalated issues appropriately to ensure quick resolution.Administered and troubleshooted network and services.Assisted operation engineers with requested tasks.Managed routine ticketing and escalation processes to drive problems to final resolution.Maintained ongoing communication with customer support teams and engineering staff during service outages.Provided training to new technicians as needed.Undertook other assigned duties.

Delivered exceptional customer support for NRTC ISP partners within a 24x7x365 environmentEffectively handled inbound calls, chats, and emails in a professional manner, adhering to company and departmental policiesDiagnosed and resolved voice, data, video, and connectivity issues, ensuring an optimal customer experienceProvided comprehensive technical support via inbound phone calls, chats, and emails for NRTC's ISP partnersConsulted with customers, offering additional solutions and up-selling NRTC's products and servicesIdentified and troubleshooted voice, data, video, and connection issues for customersAddressed customer service inquiries promptly and accuratelyMaintained meticulous documentation of each phone call, providing detailed descriptionsProvided backup assistance to other Technical Support RepresentativesUtilized various software from telecommunications partners, including NeoNova software and eTickets, to efficiently handle tasksEmployed remote connection software, primarily Simple Help, to assist customers with computer issues

Led a team of production workers on the second shift, ensuring adherence to safety regulations and production targets, resulting in an increase in overall productivity.Developed and implemented a training program for new hires, resulting in a reduction in onboarding time and increased efficiency in the production process.Utilized lean manufacturing principles to identify and implement process improvements, resulting in a reduction in waste and a cost savings annually.

Operated and maintained manufacturing equipment, ensuring optimal functionality and adherence to production schedules.Conducted thorough quality inspections and implemented corrective actions to meet strict quality standards and minimize product defects.Collaborated with cross-functional teams to troubleshoot equipment malfunctions and develop efficient solutions, resulting in a reduction in downtime.

Athens, Alabama

Implemented and managed employee training programs, resulting in an increase in productivity and a reduction in staff turnover.Oversaw daily operations, including scheduling, inventory management, and customer service, ensuring seamless operations and customer satisfaction.Collaborated with cross-functional teams to develop and execute marketing strategies, resulting in an increase in sales.Conducted performance evaluations and provided coaching and feedback to a team of employees, fostering professional growth and achieving departmental goals.

Athens, Alabama

Led a team of employees in executing daily operations, including scheduling, training, and performance management, resulting in an increase in customer satisfaction.Implemented cost-saving measures through efficient inventory management and staff scheduling, resulting in a reduction in operating expenses.Devised and implemented new employee training program, resulting in a decrease in employee turnover and improved overall team productivity.

Athens, Alabama

Assisted in the coordination and execution of daily tasks, including inventory management, food preparation, and customer service, ensuring smooth operations and exceptional customer satisfaction.Participated actively in team meetings, contributing innovative ideas and suggestions to enhance service quality and streamline work processes.Demonstrated exceptional time management skills by efficiently multitasking and prioritizing duties, resulting in increased productivity and reduced customer wait times.Collaborated closely with team members to maintain a clean and organized work environment, upholding utmost hygiene and safety standards, as well as ensuring compliance with company policies and procedures.

Huntsville, Alabama

Assisted customers with inquiries, resolved issues, and provided exceptional service, resulting in a 95% customer satisfaction rating.Managed a high-volume of incoming calls and emails, effectively addressing customer needs and ensuring timely resolutions.Utilized active listening skills to understand customers' concerns and empathize with their situations, resulting in increased customer loyalty and repeat business.Collaborated with cross-functional teams to implement customer feedback and improve internal processes, resulting in a 20% reduction in customer complaints.