1. Matthew Scheffert
Cell Phone: 281-928-1384
Email: mattscheffert@gmail.com
Skills
Programming Languages: C++, Visual Basic, Some Java and HTML
Platforms: Windows XP/7, Mac OSX
Operating Systems: Windows, Mac
Methodologies: Waterfall, Agile/SCRUM, Iterative
Applications and Utilities: HP Quality Center, Siebel, PlanetPress,
Laserfische, InDesign, Final Cut Pro, Illustrator, Five9, SnapEngage, Zendesk, Microsoft
Office Suite
Professional Experience
Weebly, Scottsdale,AZ
June 2014 – Present
Global Customer Ops Manager Feb 2015 – Present
 Managed and updated phone, chat, and email ticketing systems
 Oversaw implementation of fully function IVR for Five9 telephony system
 Successfully launched full language support for French and German
customers
o Project included translated help center articles, ticket queues,
automated responses and more
 Created multiple pay and bonus packages for differing sets of employees
in the contact center
 Created system for tracking attendance
 Created system for tracking agent performance and accountability
 Built and established Sales tracking and bonus payout process
 Scaled contact center from 0 to 100+ in 18 mos.
Team Lead Aug 2014 – Feb 2015
 First member of phone team promoted to management
 Saw 6 members of my team promoted into new roles
 Interviewed and hired 75+ new employees across multiple departments
 Piloted/scaled: Inbound phone support, inbound chat support, proactive
chat, and outbound phone all while delivering incremental revenue.
Sogeti, Houston, TX
August 2010 – April, 2014
Consultant (At Exelon Energy)
 Maintained client satisfaction to a level that precipitated numerous
continuations with the same client.
Exelon Energy, Houston, TX

2.  Worked with the marketing department to ensure that correct pricing and
incentives were displayed to customers on automated mailings
 As a template designer, provided developer testing on communications
with customers including variable testing and content verification
 Created and designed templates in PlanetPress for over 1M pieces of
customer communications annually.
 QA tested Constellation Energy website and emails for the monthly
migration cycle.
 Promoted to Support team leader within 90 days of start date
 Trained phone staff on new promotions as needed
 Responsible for outgoing company email responses to customer
questions
 Resolved escalated customer concerns per company procedures
Blockbuster Video, Houston, TX
February 2008 – August 2010
Store Manager
 Deliver financial results within provided deadlines
 Manage labor to meet business needs while staying within budget
 Trained and developed staff to achieve business goals including sales
metrics and customer care scores
 Kept inventory shrink within company standards for each bi-annual
inventory
 Achieved bonuses based on EBITA in both stores managed
 Audited other stores in the district to ensure they were in compliance with
bookkeeping and inventory control standards
Other Experience
Buena Vista University, Storm Lake, IA
August 2003 – May 2007
 Sports Director for KBVU-FM (student radio station) – 2003-2005
o On air talent and statistician for high school football on KKIA-FM –
2005-2006
 Sports Producer for UCN (student television station) – 2005-2006
o On air talent for Buena Vista University football, men’s and
women’s basketball on UCN – 2003-2007
 Sports Editor for The Tack (student newspaper) – 2006-2007
Minnesota Thunder, St. Paul, MN
May 2006 – October 2007
 Started production of play by play home game webcasts– 2006
 On air talent and statistician for USLSoccer.com webcasts – 2007
Education
Buena Vista University Storm Lake, IA
Bachelor of Arts - Media Studies
May 2007