Matthew Kelley Email & Phone Number

Fort Collins, Co, Us

Fort Collins, Colorado Area

• Lead our Waranty Compliance team with one Manager and four Coordinators.• Lead an amazing Workforce Management Team, and a couple of outstanding Analysts for Otter Product’s call center.• Engage in cross functional relationships throughout the company from IT to finance. • Educate key stakeholders on data and trends in our business to help them make informed decisions efficiently. • Build a culture of integrity, fairness, innovation, collaboration, and passion for people.• Foster a servant leadership and growth mindset environment. • Automated 10% of phone volume, and 90% of Chat volumes in a cloud based, omni-channel environment.• Led company projects around onboarding, Chat implementation, and automation of simple customer concerns that have each shown significant results. • Strategic planning and forecasting

Greeley, Colorado

•Strategically direct daily operations to maintain efficiency and drive NPS/CSAT•Facilitate business process improvement.•Organize multiple, high pressure projects resulting in exceedingly satisfied customers and team success. •Provide direction to clients to help maximize advertising impact.•Sell best fit options for B2B and B2C client’s needs. •Reconciliation of daily and monthly business transactions.

Loveland Colorado

•Direct strategy and digital marketing technique for over 300 small businesses managed by 13 Personal Marketing Managers.•Built a strong, trust founded team as a leader joining from outside of the company.•Implemented policies and procedures to ensure efficient and quality service delivery.•Created a collaborative environment that fosters innovative ideas.•Created a mentor program to on-board new PMMs resulting in faster time to proficiency.•Act as escalation point for Personal Marketer customers.•Integral role in development and delivery of new hire curriculum.•Social media, email, event and digital marketing

Fort Collins Colorado

•Sign production management.•Assessment and strategic management of production.•Process improvement.•Print.•Zund management.•Sign Assembly.

•Built long-standing, trust-founded relationships, with multiple client partners to ensure their business is in the right hands.•Created and discussed weekly, monthly, and quarterly state-of-the-business reviews with clients to improve communication.•Plan, drive, and invoice account financials of 700K to 1M+ (monthly) through focusing on factors that improve GM% (P&L).•Led a department of 200+ agents and 10 supervisors, driving customer satisfaction, sales and other metrics through changing behaviors.•Developed supervisors in dealing with business client needs, financial understanding of business, feedback techniques, and curriculum development.•Facilitated adult learning classes in various leadership and business topics.

Fort Collins, Colorado Area

• Designed and implemented sales structure into a Sales/Retention Team which is currently the major focus of the department resulting in new heights of sales (50%) and retention (44.17%) percentages. • Designed sales training curriculum for Fortune 500 technical company.• Hold weekly focus point meetings with them to improve floor initiatives.• Led Supervisors.• Mentor Trainers in sales knowledge.• Created 30-60-90 day plans to execute new strategies into production.• Work closely with business clients to grow our business by designing and facilitating a weekly business review deck which reviews key performance objectives and any adaptations to the sales environment.

Fort Collins, Colorado Area

• Piloted sales training for new hire classes, while also running jumpstart for the newly trained agents, to create a strong foundation of agent supervisor relationship.• Consistently provided feedback and constructive criticism for a team of 40+ direct reports.• Managed a sub-team of Agent Mentors and Quality Assurance Technicians.• Facilitated new-hire training for adults.

Fort Collins, Colorado Area

• Exemplified leadership among peers as mentor agent. • Excelled at all key metrics including top quality score for two quarters.• Utilized by training team to exemplify calls for new hires.• Chosen to be Subject Matter Expert in business expansion.• Manage logistics.

Fort Collins, Colorado Area

• Data Entry and Customer Contact Representative for an At Home Schooling company. • Took on extra responsibilities by being lead during night shift.• Trusted with facility lock up and closing.• Was regarded as leader among peers by being trusted to train new employees.

Loveland, Colorado

• General tasks to complete production of laser engraved products.

Fort Collins, Colorado Area

• Transplanting plants, trees, and shrubbery.• Creatively placed products.• Created positive environment to drive customer satisfaction.