Matthew Jerr Email & Phone Number

South Windsor, Ct, Us

South Windsor, Connecticut, United States

Job Summary: As an activation role in the Quality, Coaching, and Insights team at Comcast, I help leaders across all customer-facing channels adopt and align with our quality and coaching programs. I focus on effective coaching behaviors and reinforcing quality standards demonstrated by our frontline staff.Job Description: I spearhead the creation of a multimedia training initiative, producing dynamic video content to elevate leadership coaching capabilities. I champion Comcast’s quality and coaching programs and use various quality tools to measure and improve our performance. I enjoy creating and curating content and facilitating and engaging large audiences. I have a keen sense of curiosity, creativity and innovation and can identify opportunities to enhance the customer experience and business performance. I develop and implement appropriate methods, practices, policies, procedures, and change processes and keep employees informed of changes. I am a good communicator and cross-functional collaborator and coordinate and collaborate with other departments and stakeholders. I manage all assigned projects to completion, ensuring on-time delivery and long-term impact and sustainment. I have proven time-management and organizational skills and prior exposure to project management. I am proficient in MS Office Suite applications.

Springfield, Massachusetts Area

Championed a dynamic Retention Team covering Mid-Atlantic and New England regions, orchestrating a 15-agent work-from-home unit. Focused on curbing churn, safeguarding revenue, and fortifying customer relationshipsCollaborates with a cross-functional team of leaders at all levels to effectively communicate and implement significant changes to our department's mission, metrics, and hours of operation to a staff of 700 employeesLeverages customer feedback from transactional Net Promoter Score (NPS) surveys to drive continuous improvement in business processes, enhancing overall service quality, and fostering positive changes in team behaviorDrives best First Call Resolution in CXCO care for July 2023Leads team in successfully upgrading internet customers to the department's most advanced Flex Stream devicesEngages team; led training of new promotional packages as Care Training AmbassadorProvides comprehensive training to all retention agents in Western New England on the new Xfinity Mobile product, designed to enhance save rates and accelerate customer retentionInitiated the development of the internal quality podcast, 'What It Sounds Like,' aimed at facilitating a better understanding of desired call behaviors among agents, resulting in enhanced overall performance

Hartford, Connecticut Area

Led and empowered Accounts Receivable Collections and Inbound Customer Service teams, guiding 2 supervisors and 24 dedicated agents to deliver top-tier resultsBoosted Total Service Factor from 40% to 80% and slashed the abandoned call rate from 20% to under 5%. Achieved this transformation through vigilant agent activity monitoring, a culture of answering every call, and the strategic consolidation of multiple queues into a unified, efficient system

Hartford, Connecticut Area

Implemented and sustained Visual Management for Indirect Procurement, Finance and IT Service desk, visualized business challenges and goals, set benchmarks and committed to actions resulting in rapid improvement.

Hartford, Connecticut Area

Orchestrated the dynamic Shop and Home catalog sales team, where every day was an opportunity to elevate the Net Promoter Score. Navigated a flexible, 15 to 50-agent crew, fine-tuning strategies seasonally to maximize successCultivated a high-performing team, fostering a talent pool that thrived under my leadership. This resulted in notable career advancements, with team members securing promotions to Senior Advisor and Team Leader positions, marking the lasting impact of my mentorship and guidance Provided strategic coaching and staff development that drove the department's Net Promoter Score to an impressive level exceeding the benchmark of 87%, showcasing the direct impact of my mentorship and leadership

Hartford, Connecticut Area

Developed organizational asset retention efforts; $1.8 billion retained in 2008.

Hartford, Connecticut Area

• Improved service results by delegating metric responsibility and scheduling to senior team member and transferred capacity planning to individual annuity command center.• Developed quality auditor position, increased quality review sample size and improved performance.

Hartford, Connecticut Area

• Ensured successful move to new site. Responsible for critical initiatives that effectively allowed organization of over 200 people to relocate successfully. Nominated for Special Achievement Award.• Created specialized internal customer service team, partnering with peer in improving internal service on interdepartmental issues.• Innovated technology needs by consolidating function to one person. Improved turnaround times and accuracy of requests. Transitioned successfully to successor.

B.A, Mass Communications

Activities and Societies: Zeta Kappa Chi Fraternity, WICR Iona College Radio

Certificate Of Completion, Lean Six Sigma

Activities and Societies: Lean Six Sigma certification via Villanova University Online