Art Mathieu
Lewis Center,Ohio
Summary
To perform in a role where I can utilize Inspirational Leadership, Collaboration Skills, Drive for Results and Analytical skills in a team environment to help associates exceed expectations while driving strong business results and leaving a legacy of excellent performance and positive impact.
Over 25 years of creating a positive impact and driving results while working in Business Operations with Fortune 500 Companies such as Nationwide Insurance, General Electric, The Limited Credit Services and Citibank.
Overview
17
17
years of professional experience
Work History
Workforce Management Manager
Nationwide Insurance
08.2017 - Current
- Responsible for leading team of Workforce Management Professionals who provide support in a Shared Services environment to multiple Nationwide business partners
- Support provided allowed Business Units to exceed customer expectations in a highly complex environment while providing both short and long term staffing insights and recommendations
- Key accomplishments include leading teams that provided insight and recommendations to Business Units to ensure understanding of staffing needs, risks and mitigating actions while complex initiatives were enacted such as Outsourcing, Underwriting De-Risking and Expense reduction measures
- Also provided team with tools and empowerment to urgently help Business Units manage unexpected higher or lower daily or weekly call volumes
- In support of FTE reductions, drove initiatives that reduced email volume by 50% through process analysis, creation of self-service options and collaboration with Business Units.
PLPC Operations Manager
Nationwide
11.2011 - 08.2017
- Responsible for leading in a virtual and collaborative environment across multiple service centers
- Key areas of focus included Leader Development, Creating an engaging work environment, High level of collaboration, Expense Management, Leading and driving key initiatives, Ensuring timely completion of work on behalf of agents and members
- Key accomplishments included successfully leading highly collaborative cross functional work team that created cross training and change awareness plans in preparation of site closures and work automation
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Commercial Processing Supervisor
Nationwide Insurance
08.2006 - 11.2011
- Responsible for leading a team of 15 Commercial Processing Associates in serving Members, Agents and Underwriters
- Key accomplishments included creating change plans and underwriting partnership in preparation of the Legacy to PCIO conversion focusing on the state of West Virginia
- Coordinated sharing of resources to ensure SLA's were met in all areas prior to having Work Force Management Support
- Developed rigorous calibration methodology to ensure Commercial Associates were rated consistently and that recommended performance rating distributions were met
- Partnered closely with the Training Department to move Legacy processors through the PCIO line knowledge spectrum.
- Boosted employee morale with regular performance feedback, recognition, and team-building activities.
- Developed strong relationships with business partners to ensure clear communication and prompt resolution of issues.
- Facilitated effective change management during times of transition or restructuring, minimizing disruptions to daily operations.
Education
Some College (No Degree) - Business Management
Kent State University
Canton, OHSkills
- Team Leadership
- Call Center Management
- Production Management
- Team Development
- Process Improvement
- Virtual Leadership
- Green Belt Methodologies
- Change Management
- Capacity Planning
- Coaching
- Associate Development
- Engagement
- Coaching and Mentoring
- Strategic Thinking
- Workforce Planning
- Recruitment and Selection
Prior Experiences
Over 15 years of experience in Credit Card Operations focusing on front end and back end collections. Vast experience in working through many challenging business situations and implementing dramatic change. Have worked closely and collaboratively with credit card providers like Home Depot, Disney, Lowes and QVC.
Mailing Address
8697 Oak Village Blvd, Lewis Center, OH, 43035
Timeline
Workforce Management Manager
Nationwide Insurance
08.2017 - Current
PLPC Operations Manager
Nationwide
11.2011 - 08.2017
Commercial Processing Supervisor
Nationwide Insurance
08.2006 - 11.2011
Some College (No Degree) - Business Management
Kent State University