1. OBJECTIVE
Experienced Leader with over 14 years of leading,mentoring, and developing high
performing teams in both physical and virtual environments. Looking for an
exceptional company to utilizemy expertise to help drivesuccess and innovation.
EXPERIENCE
December 2015 – February2016
Gesa Credit Union
Member Contact Center Supervisor
> Establish baselinereportingfor the contactcenter
> Drive change management by suggestinginnovativeideas
> Builtrelationships with the representatives in order to understand opportunities
and provide feedback on needed changes
October 2011 – August 2015
Amazon.com
Customer Service Manager Virtual Teams
> Coached and Developed a high performing digital/technical teamwith up to 80
virtual associates;responsiblefor the overall direction,coordination,
performance, and evaluation of the team
> Ensured customer satisfaction was met or exceeded by monitoringdaily
interactions and providingreal timefeedback
> Mentored and trained new Customer ServiceManagers on how to be successful
in the virtual environment
> Managed the site wide Amazon In the Community process findingways for our
virtual team to make an impactin their local communities
> Organized and facilitated virtual teammeetings to provide meaningful feedback,
creatinga senseof teamwork in accomplishinga common goal
> Identified and eliminated barriers to accuracy,productivity,and quality
> Drove process improvement initiatives thatfostered a better experience for
both our internal and external customers with a focus on slashingwaste
> Solved complex customer serviceissues and proactively adverted negative
servicetrends
> Completed supervisory responsibilities includinginterviewing,trainingand
motivatingemployees; planning,assigningand directingwork; rewardingand
providingconstructivefeedback to employees; and effective conflictresolution
> Established myself as the primary information sourcefor staff; communicating
policies and upcomingchanges;following-up to ensure complianceand
consistency;takingcorrectiveaction as necessary and documenting the issue
and actions taken
Matthew
Williams
> Operations Manager
> Customer Service
Manager
100 HillviewDrive
Richland,WA. 99352
239-822-4110
FIU2001@aol.com
https://w w w.linkedin.com/in/matthew -
w illiams-4436a13a

2. Page 2
May2006 – July2011
JPMorgan Chase
Team Manager II
> Supervised a team of exempt schedulinganalysts who oversawmultiplesites,
includingoffshorelocationsfor over 1,000 employees
> Collaborated with multipledepartments in order to provideoptimal resource
recommendation to the Customer Support Division frontend collections
network
> Analyzed trends and proactively communicated findings to leadership teams
and support partners
> Directed overtime request, utilization forecasting,and holiday planningfor the
network, includingoffshorelocations
> Recommended annual salary increases thatrewarded performance and
maintained budget goals
> Prepared and delivered annual performanceappraisals
> Prioritized goals both personally and for my team members to meet business
objectives in a dynamic work environment
> Created development plans to ensure customer satisfaction while focusingon
reduced losses
April 2002 – May2006
CitiCards
Unit Manager (AVP)
> Provided guidanceand leadership to a team of collections advisorsoverseeing
multiplelevels of delinquency,both on and offlineto find the proper win/win
solution for both the business and the customer
> Oversawa portfolio of up to $9 million in delinquency,ensuringthat
daily/weekly/monthly goals were met to savepotential losses
> Facilitated changes to make the work environment more appealingbased on
feedback provided in the annual Voiceof the Employee Survey
> Observed my associates performingdaily tasksin multipleways such as,remote
monitors,to ensure customer satisfaction and thatall legal guidelines and
company policies werebeing met
EDUCATION
August 1998 – May2001
Florida International University, Miami, FL.
Bachelor of Art
Sport Management
REFERENCES
References are availableupon request.