Dan Matatics

• Leads a sales call center of 90+ associates, including 7 manager and support staff, ensuring alignment with business goals and client expectations
  
  Drive sales performance, client experience and risk management through strong operational oversight site and strategic execution
  
  Talent management development and development: hiring, coaching, performance evaluations and career development
  
  Analyze data trends and performance reporting, collaborates with support partners and managers to identify opportunities, build strategies and implement tactical plans to achieve results
  
  Promotive a positive and engaging culture that supports teammates, delivers on associate satisfaction, retention, and development
  
  Additional Activities/Accomplishments:
  Leverages expertise and insight to contribute to various projects, including virtual reality training modules, ACS TV video series for Client Experience and Leader Development, and co-creating ACS Site Leader Playbook. Currently leads ACS Advisory Council connecting key stakeholders across LOB to allow for feedback and process simplification and improvement.

Tasked developing Scranton Advanced Client Solutions leadership team to successfully manage the performance of 110+ sales associates in the contact center, including sales metrics, client experience and quality scores.

Leveraged influencing and coaching skills to managed relationship and create collaboration. Subject matter expert within the line of business. Works side by side with Segment Site Leader to translate the vision and strategy of the business into effective tactics, routines and messaging.

Bi-weekly connects with individual team managers to discuss performance management, current initiatives and collaborate on action plans as well as their personal development.

Oversees new hire onboarding and training process within the site, including coordinating with recruiter, participating in interviews and final hiring decisions, owning new hire education and selecting coaches. Leads peer coach program and development, which creates a pipeline for future leaders in the site. Inspects content delivery by team leaders as well as coaching sessions to provide feedback.

Responsible alongside business support manager for execution of risk management activities. Develops and delivers on-going content and exercises for weekly leadership meeting to educate and develop team manager talent.

Responsible for managing a sales team of 12-16 associates in the Scranton location's inbound contact center environment, tasked with delivering superior service and solutions to our Preferred clients driven by risk management and responsible growth.

Supported Hunt Valley, MD site in launching their Preferred Sales team from the ground up assisting in training, calibrating, organizational conversations, etc.

Participated as a mentor in the Future Leaders program without the Scranton site, working with leaders and mentees across multiple lines of business.

Account specialist tasked with servicing inbound credit card client accounts, delivering superior experience and engaging in probing conversations with Preferred clients to determine additional needs and provide the education of and guidance towards additional benefits and services the client is entitled to

Served as a trainer for multiple new hire classes, provided training, coaching and calibrations within our OJT nesting environment

Provided Interim Team Manager Support October through December, provide on-call support, coaching, evaluations and content delivery