Matt Sakers Email & Phone Number

United States

• Manage team of six responsible for long/short term workforce planning, scheduling, time request management, payroll, reporting, and meeting KPI performance/financial objectives
• Develop and maintain budget staff plans and staff modeling for initiative/ROI review
• Develop and maintain schedule alignment procedures to maintain business objectives
• Quickly and efficiently solve business and customer service challenges
• Utilize Workforce Management solutions to include Verint, Genesys, Playvox (formally Agyle Time), PeopleNet, and Kronos
• Utilize Automated Contact Distribution (ACD) solutions to include Siemens OpenScape, Genesys, and Gladly

United States

• Created and managed staffing schedules for 600+ associates
• Developed and maintained off the phone training, network initiatives, team meetings, coaching, scheduling and reporting processes
• Provided accurate training completion counts from business leaders down to associate levels
• Converted associate annual review process from MS Excel to MS Access to provide one centralized source for information storage and reporting

United States

• Assisted card members with resolving account inquiries and billing disputes
• Offered programs to enhance customer experience and their relationship with American Express.
• Up-trained associates on selling techniques and new programs offered by American Express

United States

• Serviced inbound customers and sales team resolving account inquiries, complex contractual agreements, and placing orders

Maximizing Your Leadership Potential

Information Systems