Matthew Berry

 

917 Lovebird Ln. Little Elm, TX 75068 mtberry1965@yahoo.com (972) 822-9400

 

Highly motivated individual with over 15 years of successful call center experience; Experience in departments include but not limited to: Customer/Technical Care, Account Management, Claims, Order Processing, Training and Sales, and Relationship Management

 

HIGHLIGHTS OF QUALIFICATIONS

·         Excellent coaching, communication and writing skills

·         Able to work under high pressure, meet deadlines and prioritize effectively

·         Able to build strong relationships with diverse customers & coworkers

·         Experienced in interviewing, training, and scheduling

·         Experienced in resolving escalated customer & non-customer related issues

·         Excellent phone and customer service skills

·         Microsoft Applications (Internet, Word, Excel, Outlook, PowerPoint, Oracle, Lotus)

·         Call Center Systems (Avaya phone, CMS, RTA, Ultra, Samson, MyWorkLife, Performance Mgr, Remedy, Blackberry RIM, ADP, PeopleSoft, CRM, SQL, BW, Siebel, Enterprise

PROFESSIONAL EXPERIENCE

 

Mercer – Shared Services Supervisor

April 2011-Present

Duties: Manage direct reports in the following capacity:  Monitor calls for quality, provide performance coaching and feedback; Track attendance and performance of team and individuals; Assign work to team members and hold them accountable for their work; Provide input into performance management and terminations; Assist in performance ratings of team members at year end; Manage the queue of calls to ensure service levels are maintained; Implement Process Improvements for Team; Recognize, evaluate and identify areas for improvement;  Also, support initiatives that are put in place firm wide; Resolve participant escalations/issues without further escalation by providing superior customer service and advance problem solving skills; Interview candidates, providing input on hiring, training, client meetings, client tours, cross-site meetings, and team meetings.

Research In Motion – Business Partner Technical Support Supervisor

Oct 2008-October 2010

Duties: Monitor, and evaluate activity in the Customer Support Operations (CSO) Center and proceeding with proactive measures to ensure service levels and objectives are met and maintained; Handle customer satisfaction escalations by analyzing the situation, determining appropriate solutions, and ensuring appropriate follow-up; Promote and maintain a team-oriented environment that is committed to the personal and professional advancement of team members as well as provide a positive environment, while ensuring business needs are met by using KPIs and metrics to drive process improvements; Provide assistance to the team in the resolution of customer issues through coaching and development of the Technical Support Representatives; Plan, direct, supervise, and evaluate workflow, recognize and recommend operational process improvements, and have input into hiring and conduct performance appraisals.

 

T-Mobile - Technical Support Supervisor/Coach

June 2006-July 2008

Duties: Coach and develop 16 direct reports; Provided timely and accurate information to team on their
performance and coach to improving team/individual results; review/coach/score team’s quality calls weekly; Meet and exceed required business metrics (ex: Quality, CRT, Hold, ACW, Attendance, OCR); Rate and deliver rep’s quarterly/annual performance reviews; Adhere to all company policies keeping team up to date on any changes and/or provide training if needed; Partner w/ Team Manager to provide up to date results and create action plans to deliver on required business targets; Partner w/HR interviewing candidates weekly for positions within center

 

 

 

 

 

 

 

 

 

 

 

Verizon – Business Consultant

Jan 2005-May 2006

Duties: Sold and renewed phone service for business customers with 2 or more phone lines; set appointments to ensure Field Technicians arrived on time to customers site; Met and exceeded all sales goals and quota; met and exceeded required business metrics (ex: Quality, Hold, ACW, Attendance); Delivered customer experiences which helped to drive business; Created win/win relationship with customer.

 

Vartec Telecom – Sr. Order Resolution Specialist                                             

March 2002 -September 2004

Duties: Generated and analyzed production reports; Assisted in resolution and follow up of request to ensure timelines are met; Prepared daily, weekly, and monthly reports for Senior Management; Managed customer installations by working with field techs, ILEC representatives and customers and their vendors; Coordinated all aspects of the post-sale customer order and installation of complex orders, ensuring a timely well executed turn up of services; involves project management for complex customer orders with multiple sites

 

NEC Business Network Solution – Business Analyst-Marketing

August 2001 - December 2001

Duties: Input of corporate and sales setup data; Mapped the organization’s sales process to the Vantive System; Led focus groups designed to get feedback from end users; Reviewed, analyzed, and created detailed documentation of business systems and user needs, including workflow, program functions, and steps required to develop or modify computer programs; Developed effective reporting tools for the business unit

 

Weblink Wireless – National Account Center Supervisor

May 1996 –May 2001                                                                                                          

Duties: Coached, trained, and developed 16-25 National Account Coordinators for improved performance in areas such as attendance, schedule adherence, quality, handle times and other KPI’s as  identified by ongoing business needs; Conduct weekly Quality observations on agents and provide feedback in order to improve, correct, or enhance agents performance; Facilitated and conducted formal presentations for Senior Management quarterly; Worked directly with National Account Managers and Relationship Managers to introduce new products; Developed & maintained account relations to retain and increase business/revenue; Provided exceptional service to exceed client expectations

EDUCATION

 

Dallas Baptist University ▪ Dallas, TX ▪ currently pursuing B.A. Pastoral Care

 

D. Edwin Johnson Theological Institute ▪ 1998-2006 ▪ Diploma of Biblical Studies

 

Navarro College ▪ 1984-1985 ▪ Computer Science