Matt Seiple Email & Phone Number

Spokane, Wa, Us

Spokane, Washington, United States

- Leads all tier 1 support for US, Canada, & UK (Mature Markets) customers through a team of 8 Leads and Managers and 250+BPO partners across multiple sites and countries.- Increases metrics to consistently achieve excellent results over a one year period:- CSAT from 82.1% to 91.8%- Answer Rate from 81.6% to 97.2%- SLA from <50% to 92.7%- BPO attrition <5% per quarter at all sites(quarterly volumes 250-350k, seasonally)- Builds an outstanding performance culture. Effectively manage and scale multi-layered, multi-lingual, high-performance in-house and BPO teams to ensure we operate with excellence at every level. Accomplished through site visits and regular meetings to establish continuous improvement targets for FTE and BPO collaboration.- Builds strong working relationships and delivering results. Partner with strategy and operations excellence team to identify strategic customer experience opportunities and deliver on key cross-functional initiatives, including the success launch of two new communication channels for customers (Messaging and Email support)- Drafts and develops a new SOW to help emerging business units and markets evolve from subscale to scale by balancing support expectations with cost.- Inspires, recruits, and continues to develop our team to build the industry’s strongest customer experience organization - leading to consistent eSat scores of 88% internally and 89% at each BPO site

Washington, United States

- Dynamic call center operations leader that develops front line leaders and manages projects to drive engagement and add business value through continuous improvement- Leads a team of full-time employees and 3rd party contractors to successfully achieve key metrics based on customer engagement and satisfaction- Develops direct reports (1 promoted from individual contributor to leadership role) with succession planning outside direct team in order to drive larger business success with cross-training programs- Leverages data analysis to drive process optimization and operational changes through platforms including Zendesk, Jira, Confluence, and more- Creates and facilitates manager trainings based off the needs of the business, including de-escalation strategies and resilience- Interviews and hires talent for exempt and non-exempt employees- Partners and collaborates with all departments impacting the contact center to increase effectiveness and productivity. e.g. workforce management, training, project managers, business analysts, human resources, & employee relations

Spokane, Washington, United States

- Entered with the goal of providing fast-acting innovation through continuous improvement projects and development of supervisory peers. - Managed 50+ direct reports at multiple skill levels across 7 independent processes with 3 lateral business partnerships.- Influenced peers to collaborate and develop process improvement projects including a new material delivery system in a bottleneck of the department’s production.- Created and integrated a standard process for material scrap handling into daily standard operating procedures. The result reduced wasted production floor space and provided $300k annual cost savings through the elimination of double processing.- Successfully managed and supported workers in a union environment to show immediate Operational Equipment Efficiency (OEE) improvements across all shifts – from 54.4% in June 2021 to 65.5% in September 2021 – the highest results and outputs since 2019.

Spokane, Washington, United States

- Promoted from Operations to Loss Prevention & Security Manager, then to Loss Prevention Site Leader for site of 1400 employees in July 2019, joining site’s Senior Leadership Team as an advisor to the Site Leader.- Successfully launched Amazon’s new GEG1 facility in Spokane, WA as a member of the Senior Leadership Team.- Obtained highest LP engagement among site leadership based on 94% survey results, which was the top result of the network for all fulfillment centers in the region.- Led, mentored and developed 6 direct reports (5 promoted; 1 in-line for promotion) driving safety, quality, attendance, performance, productivity and efficiency via data-driven decisions and analytical problem-solving.

Baltimore, Maryland Area

- Successfully managed teams in multiple outbound operations departments, ranging from 4 to 210 direct reports. - Initiated a quality project to reduce missed customer promises from 99.4% to 99.9% over 8 weeks to become the top building in the network, with multiple days of 100% quality. Partnered with senior leadership to give presentation on strategies.- Identified and addressed operational security deficiency in verbal crisis de-escalation– teamed with HR and Loss Prevention to create content and develop a network standard course including incident response plans. - Enhanced, tracked and reported performance improvements and metrics as Subject Matter Expert (SME) for 4 areas– Ship Dock, Transfer-Out Dock, Delivery Estimated Accuracy (DEA) and Vendor Returns.- Used Lean methods to drive process improvements and increase efficiency; in 8 weeks, decreased missed customer promises (DEA) from 99.4% to 99.9% with multiple 100% quality days as the network’s top building for quality.

Lakewood, Colorado

- Promoted to Special Teams investigating organized retail property crime (professional shoplifting and cargo theft) requiring self-initiated asset prevention activity and advanced interviewing, interrogation and investigation skills.- Conducted Economic Crime Unit risk management and criminal investigations; investigated complex financial crimes including check fraud, forgery, identify theft, embezzlement, and counterfeiting. - Taught report writing, legal updates, traffic stops and fitness for Regional Police Academy; for Crisis Intervention Training taught incident response plans, workplace violence, crisis de-escalation, mental illness detection, etc. - Resolved incidents: managed response efforts, arrested suspects, filed criminal cases, conducted follow-up investigations. Collected, preserved and analyzed evidence. Responded to calls proactively investigating cases.

Greater Atlanta Area

- Promoted three times in four years within corporate customer service operations in recognition of commitment to service excellence, problem-solving and conflict management for the third largest mobile network in the U.S. - Aided customer lifecycle from acquisition through billing activation. Coordinated service disconnect activities and supported the Project Manager on complex, high-profile, high-revenue generating business accounts. - Led a team in a 1-year best practice and process development, beta testing and implementation effort thereby reducing customer credit allowance $1M. Received 6 awards for outstanding customer service and support. -Resolved consumer and business accounts billing and credit issues via phone, internet and email using software to gather, log and track data. Promoted alternative products or services.- Researched and answered external/internal clients’ technical questions re: issues with mechanical equipment or software; identified issues, recommended corrective action and reported problems to Product Development.