Matt Kennedy Email & Phone Number

Columbus, Ohio Area

Utilize technical writing to develop Standard Operating Procedures and training documentation around regulatory compliance and partner agreements.Respond to consumer advocacy complaints, employing corrective and preventive action to increase customer loyalty and close process gaps.Train and coach improvement needs and process change for individual, small team, and large group settings.Audit electronic and paper documentation for accuracy, identifying necessary corrections.Maintain document control tracking, updating multiple databases for 100% compliance.Strategically plan for training, inventory and personnel needs.Apply analytic and forecasting tools for KPI continuous improvement.Communicate vertically and horizontally across the enterprise to manage projects and impact change.

Westlake Village, California, United States

• Perform office audits and in-the-field monitoring of sales agents, auditing for compliance to company sales procedures and local to state regulations.• Design and implement training to sales agents, in small or large groups, for continuous improvement and new initiatives.• Be an expert regarding policy and procedures in hundreds of municipalities with varying and unique laws.• Primary KPI driver for quality and retention, applying analytic and anecdotal insights for program development.• Main point of contact for solving escalations from the field and consumer advocacy related issues• Provide executive summaries with recommendations, including site specific action plans.

Arlington, Ohio, United States

• Managed call monitoring processes for the Technical Support and Sales queues with a team of 3 Quality Specialists and over 20 Call Monitoring Agents.• Responsible for the capture and delivery of monthly monitoring datasets, and the accuracy of monitoring results.• Calibrated with internal and outsourced call centers for knowledge maintenance and action planning.• Perform mock customer calls to present specific situations to contact center agents.• Collaborated through cross-functional teams to support quality projects and improve quality processes.• Designed and implemented online monitoring forms, dashboards, and technical documents.

Dublin, Oh

Hired and trained a retail sales team of up to 25 including 2 assistant supervisors. Responsible for the 22.5 million dollar revenue and the sales performance, scheduling, inventory integrity and merchandising of my departments.

Electronics sales

Accountable for upholding sales floor tempo and general upkeep of my deparment. Duties include sales training, salesperson customer service evaluations, and inventory cycle counts.

Business Administration

Business Administration And Management, General