An experienced leader is seeking a position that utilizes over 14 years of experience leading and developing high performing teams. He has a background in customer service management, most recently as a member contact center supervisor where he established reporting and drove change initiatives. Prior to that, he coached virtual teams of up to 80 associates as an Amazon customer service manager and has also held team management roles at JPMorgan Chase and CitiCards.
Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand where you are on the maturity curve so that you can take steps to move forward to the next level.
Totango’s SVP of Customer Success Jim Coleman, presents a maturity model based on Totango’s experience helping hundreds of organizations design, implement, and optimize their Customer Success strategies. This maturity model lets companies figure out where they are with their current initiatives and what they need to do to maximize customer engagement and significantly increase retention.
Executive Secretary - What are the skills of executive secretary?Zabeel Institute
Executive Secretary is extremely knowledgeable professionals who sustain execs or administration in an administrative capacity. They carry out research, manage schedules, as well as provide reliable and also effective administrative assistance.
This article discusses and explains to you about the Executive Secretary, and what are the skills of an executive secretary?
Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand where you are on the maturity curve so that you can take steps to move forward to the next level.
Totango’s SVP of Customer Success Jim Coleman, presents a maturity model based on Totango’s experience helping hundreds of organizations design, implement, and optimize their Customer Success strategies. This maturity model lets companies figure out where they are with their current initiatives and what they need to do to maximize customer engagement and significantly increase retention.
Executive Secretary - What are the skills of executive secretary?Zabeel Institute
Executive Secretary is extremely knowledgeable professionals who sustain execs or administration in an administrative capacity. They carry out research, manage schedules, as well as provide reliable and also effective administrative assistance.
This article discusses and explains to you about the Executive Secretary, and what are the skills of an executive secretary?
Professional Experience history and details for Business Operations, Facilities Management, Client & Customer Relations Management, Business Thought Leader & Value Add Agent
Synergita is a cloud based performance management software which not only automates to resolve all employee performance review pain points but also enables employee engagement, employee training and development. Synergita helps create an extraordinary culture where employees unleash their potential, set new standards of excellence and create wonders. HR teams elevate their organization’s performance by eliminating the stress, time pressures and employee dissatisfaction. We call it “people MAGIC”.
When organizations remove the hurdles their employees face, engage with them on their needs and nurture and develop them, they create an extraordinary culture where employees unleash their potential, set new standards of excellence and create wonders. We call it peopleMAGIC. And it is made possible by Synergita’s cloud based performance management and analytics solution.
Synergita guarantees Zero Disruption as it is easy to use and integrates with existing applications and processes. Our customers go WOW! With our powerful features designed around their needs. Synergita’s Insta-go functionality gets you on your way with minimal fuss. Synergita is a system that works the way you want it to.
Synergita automates employee talent data, employee goals alignment, continuous employee performance reviews & feedback, employee engagement, employee development & retention.
Synergita is highly coherent and can be integrated with any pre-existing HR platform. Synergita aims to resolve all important talent management related pain points (employee engagement and employee development) of an organization and create more great places to work for employees.
You can manage employee talent information, set goals, track and monitor progress, manage competency and performance, do 360 degree feedback surveys, recommend training for employees, do employee engagement surveys, peer recognition, etc. using Synergita.
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.