Summary
Overview
Work History
Skills
Timeline
Generic

Becky Mattingly

Zanesville,Ohio

Summary

Motivated Customer Service Leader with over 24 years of business operations and call center experience. Proficient in project and change management, driving performance, employee engagement, and leadership development. Responsible for managing /retaining talent of frontline employees, supporting teams, and improving leadership strength. Resourceful Manager offering a history of success coordinating and monitoring operations across various departments. Effective leader who is adaptable to change, and accountable for team performance and productivity.
Demonstrate a keen sense of business process improvement utilizing root cause analysis to identify issues and develop processes/ practices that lead to an overall better customer/employee experience.

Overview

24
24
years of professional experience

Work History

Manager of Customer Service Voice and Chat

Charter Spectrum
06.2022 - Current
  • Responsible for recruitment, selection, and team placement for first hybrid Voice/ Chat site consisting of 8 Chat teams.
  • Manage daily operations of the live chat platform, ensuring timely and accurate responses to customer inquiries.
  • Develop a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Analyze chat data to identify trends and develop targeted solutions for common customer pain points.
  • Collaborate with other chat sites and departments to streamline processes and improve overall customer experience.
  • Enhance customer satisfaction by efficiently managing chat support teams and ensuring prompt issue resolution.
  • Optimized chat workflows, reducing average handle time while maintaining high-quality service standards.
  • Establish a positive work environment through effective communication and team-building initiatives.
  • Optimize client experience through smooth chat communication by staying updated on chat technology, processes, and tools.

Manager, Customer Service

Charter Spectrum
10.2010 - Current
  • Instrumental in growth of North Pointe call center and successfully staffing 24/7/365 customer care for Midwest Market becoming second largest employer in Zanesville, Ohio
  • Managed overnight call center support for Midwest market.
  • Managed Quality Assurance team, improve delivery of quality service through effective process improvements
  • Manage employees by identifying solutions for leadership coaching and metric improvement providing overall efficiency of agent performance.
  • Escalations & ECAF Management
  • Compliance with Policies, Procedures, and Quality Assurance
  • Improving efficiency through reporting analysis
  • EWFM responsibilities for site planning optimization
  • Process effectiveness & creative action plans for improvement
  • Proven ability to learn quickly and adapt to new situations.
  • Assist with day-to-day operations, working efficiently and productively with all team members.
  • Demonstrated strong organizational and time management skills while managing multiple projects
  • Proven history and ability to inspire and elicit best qualities of a team.

Supervisor

Time Warner Cable
08.2005 - 10.2010
  • Supervised operations at 6 locations with multiple employees delivering customer satisfaction by focusing on business process optimization, positive organization change, employee engagement, implementing and holding accountability of standard policies and procedures.
  • Moved 200 + call center employees to a new facility with no downtime or customer impact.
  • Assisted in budget preparation and monthly outlook reviews to ensure withing guidelines.
  • Responsible for Sarbanes Oxley audit for all sites & departments, developing standardized process for outlying retail stores to ensure audit compliance.
  • Oversaw daily operations of th department, ensuring smooth workflow and timely completion of tasks.
  • Responsible
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.

Lead, Operations

Time Warner Cable
07.2001 - 08.2005
  • Oversee 6 departments in multiple locations including customer service, dispatch, and lobbies.
  • Ensured compliance with company policies, industry regulations, and safety standards throughout all operations activities.
  • Dispatching for field technicians.
  • Build & manage technical operations scheduling calendar and assignment to the field.
  • Manage PTO for field operations, and front lobby employees in assigned sites.
  • Balanced monthly general ledger accounts receivable for month-end accruals.
  • Handled customer needs and issues by working with representatives and customers directly.
  • Responsible for overseeing processes and procedures for front lobbies, call centers, and dispatch departments.
  • Evaluated employee performance, identifying growth opportunities and recommending promotions accordingly.

Care Representative

Time Warner Cable
11.1999 - 07.2001
  • Assisted call-in customers with questions and orders.
  • Maintained high level of product knowledge to provide accurate information and support to customers.
  • Enhance customer satisfaction by promptly addressing inquiries and resolving issues.
  • Promote upselling opportunities by suggesting additional products or services tailored to customer needs.
  • Managed cash transactions accurately and responsibly, ensuring proper accounting of daily sales totals.

Skills

  • Multiple Cable Operations & Department functionality
  • Process effectiveness & creative action plans
  • Compliance with Policies, Procedures, and Quality Assurance
  • Improving efficiency through reporting analysis
  • Managing Operations and Efficiency
  • Staff Management and Development

Timeline

Manager of Customer Service Voice and Chat

Charter Spectrum
06.2022 - Current

Manager, Customer Service

Charter Spectrum
10.2010 - Current

Supervisor

Time Warner Cable
08.2005 - 10.2010

Lead, Operations

Time Warner Cable
07.2001 - 08.2005

Care Representative

Time Warner Cable
11.1999 - 07.2001

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Becky Mattingly