Matthew Gibson Email & Phone Number

Winchester, Va, Us

Provide personalized recommendations to optimize infrastructure performance and cost savings through tools like infrastructure health scorecards.Configure and manage customer-facing cloud optimization tools.Create usage analysis, trending and forecasting reports, and customer best practices for cloud adoption. Review backup, disaster recovery and business continuity concepts with customers.Analyze and assist with the development of cost optimization policies and best practices.

United States

United States

Herndon, Va

Providing prompt, efficient, detailed, customer-oriented service to AWS customers.Working with other AWS teams to ensure a consistent and high-quality level of feedback.Performing deep dive analysis on Enterprise/APN customer contacts to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference material.Driving projects that improve support-related processes.Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.Assisting with customer communication during AWS critical launches and support events.Assuming responsibility for developing detailed knowledge about AWS specific product and features.Making sure internal knowledge reference pages are updated.

Washington D.C. Metro Area

Pensacola, Florida Area

Coach team member to improve performance gaps identified via feedback from various sources.Monitor call volume and schedule adherence using workforce management systems/tools to identify gaps and meet production objectives; addresses staffing issues.Monitor Contact Center Operations (CCO) at all locations to identify, respond to and/or communicate status changes to management and team.Establish performance goals and priorities.Prepare, conduct and review performance appraisals.Provide input and/or prepare budget requirements for Annual Financial Plan (AFP).Ensure section/branch goals and objectives align with division/department strategy.Monitor call volume and schedule adherence using workforce management systems/tools to identify gaps and meet production objectives; addresses staffing issues.Monitor Contact Center Operations (CCO) at all locations to identify, respond to and/or communicate status changes to management and team.Control daily operations by measuring key performance indicators and identifying trends in performance, skill and knowledge levels.Develop team capabilities, provides growth opportunities and guides career objectives.Ensure the team is motivated to achieve/exceed production goals, recognizes strong performance and provides constructive feedback.Establish positive work environment, open communication and accountability; resolve technical or resource issues.Respond to assist line and/or escalated calls to resolve member issues or concerns.Serve as mentor/trainer and provide guidance and assistance to team members.Perform supervisory/managerial responsibilities.Ensure adequate/skilled staffing; select employees.Prepare, conduct and review performance appraisals.Develop, mentor and counsel staff.Provide input and/or prepare budget requirements for Annual Financial Plan (AFP).Ensure section/branch goals and objectives align with division/department strategy.Select, measure, reward, counsel and develop team members.