Corey Mathie Resume

1. COREY MATHIE
Summary
World class leader bringing ten years of quality performance in related roles. Knowledgeable about Call
Center, Training and Development practices and regulatory requirements. Skilled in mentoring team
members to deliver exceptional service and building team morale through effective communication and
positive performance feedback. Accustomed to defusing customer dissatisfaction and managing
competing priorities with superior results. Adept at incorporating the needs of individual departments
into training courses. Analytical and detail-oriented nature with excellent problem-solving abilities.
Experience
Chewy - Supervisor
Dallas, TX
01/2018 - Current
• Oversaw team of 130 customer service professionals assisting customers and coordinated individual
duties after careful evaluation of each agent's skill level and knowledge, which increased overall
productivity
• Facilitated exit interviews and off-boarding process for resigned and terminated employees
• Maximized team knowledge and productivity by effectively training, monitoring and directing
employees in application of best practices and regulatory protocols
• Prepared daily reports KPI's that were vital in decision making and strategic operational planning
• Interviewed professionals who brought expertise in conflict resolution to department, which increased
team's overall value
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to
customer satisfaction
• Provided primary customer support to internal and external customers in fast-paced environment
Esquire Deposition Solutions LLC - Team Lead
Fort Lauderdale, FL
02/2016 - 01/2018
• Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to
individuals with lagging skills
• Minimized resource and time losses by addressing employee or production issue directly and
implementing timely solutions
• Worked with team members to improve performance and implement training updates
• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team
activities
Teleperformance - Training Supervisor
Ft. Lauderdale, FL
08/2012 - 01/2016
coremathie@gmail.com
203-572-7184
10824 Stone Canyon Rd. Apt.
3311, Dallas, TX 75230
Education
07/2010
North University
Highschool
Fort Lauderdale, FL
High School Diploma
Highlights
• Team Leadership
• Workflow planning
• Conflict management and
resolution
• Microsoft Office Expertise
• Schedule management
• New hire on-boarding
• Training and
development
• Conflict resolution
• Strategic Workflow
• Inter-department
collaboration
• Customer Relationship
Management Software
(CRM)

2. • Assessed new employee skills and strengths to provide customized training
• Collaborated with company leaders and department managers to determine training needs
• Updated employees with latest policies, procedures and compliance standards
• Defined and articulated learning outcomes, including measurements, performance metrics and
changes to improve student learning
• Managed payroll and time keeping for newly hired agents, in addition to upholding company policies
and procedures including requirements