Jerry Matherly
Sales Executive
Goodyear,Arizona
Summary
Award-winning Sales Executive: 8-time Summit Award winner, consistently ranking in the top 2% AT&T performers. Achieved up to 203% of sales goals across multiple roles. 3-time Service Excellence Award recipient for outstanding leadership and customer service initiatives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead Sales Program Execution
AT&T Inc.
8 2022 - 8 2024
- Led a strategic initiative transforming a 100-member retention team into a dynamic, multi-skilled workforce, reducing cancellations by 75%, boosting revenue by 35%, achieving 97% first-call resolution, and elevating customer satisfaction by 35% within 60 days through innovative solutions.
- Elevated customer satisfaction to a record-high 94% by optimizing workflows and call flows across eight call centers, lifting first-call resolution rates by 87%, and reducing handling times by 50% within seven months through strategic customer retention initiatives.
- Designed and led a four-month performance trial for 75 underperforming agents across five call centers, achieving a 90% reduction in customer escalations, an 86% decrease in transfers, and a 49% boost in satisfaction scores through targeted coaching and accountability initiatives.
- Directed labor relations and operations for six call centers across four states, overseeing 800+ agents and 60 managers and achieving a 90% year-over-year reduction in grievances over 16 months through expert conflict resolution and human resources strategies.
Chief of Staff
AT&T Inc.
05.2020 - 07.2022
- Fostered a culture of accountability by implementing a performance management framework, reducing repeat bottom-performer rates by 80% across 800 agents. Delivered real-time insights to executives, driving 60% productivity gains and a 27% increase in customer satisfaction through targeted interventions.
- Implemented a KPI performance tracking system that improved real-time visibility into metrics by 60%, enabling faster decision-making across three states. Streamlined executive quarterly presentations by delivering actionable insights, enhancing reporting efficiency, and ensuring strategic alignment with organizational goals.
- Optimized customer-focused call flows, reducing Average Handle Time by 50% (from 18 to 9 minutes), saving 2,500+ hours monthly across four flagship centers. Elevated First Call Resolution from 67% to 92% and increased customer satisfaction scores by 60% within four months.
- Spearheaded cross-functional collaboration across five departments in three states, achieving a 28% increase in project completion rates across seven trials within four months and delivering $1.2M in annual cost savings through process streamlining and resource optimization.
Associate Director - Call Center
AT&T Inc.
08.2018 - 04.2020
- Completed a $15M call center modernization project two months ahead of schedule and 6% under budget, driving a 20% boost in operational efficiency through strategic vendor negotiations and optimized workflows.
- Deployed a metrics-driven coaching program that slashed employee turnover from 36% to 2%—a 34% improvement and enabled 27 internal promotions within 12 months by creating clear, structured career pathways.
- Collaborated with HR, Quality Assurance, and Safety teams to streamline workflows and integrate performance monitoring systems, achieving a 70% improvement in operational efficiency within one year.
- Launched the 'Real People Helping Real People' initiative, providing essential resources to 45+ new hires monthly over 17 months, reducing turnover by 30%, enhancing morale, and setting new standards for employee engagement and loyalty.
Area Retail Sales Manager
AT&T Inc.
07.2013 - 08.2016
- Transformed eight newly acquired Alltel locations in NM, CO, into top-performing AT&T stores, increasing customer satisfaction from 25% to 90% within six months by optimizing sales processes, resolving service issues, and implementing structured training programs validated by 600+ monthly surveys.
- Generated $2.1M in annual revenue growth across 13 retail stores by standardizing sales procedures and launching a POS retraining program, increasing attachment rates by 45% and transaction values by 22% ($67 to $82), and cutting checkout times by 40%.
- Secured $4.8M in revenue and expanded market share by 12% across NM and CO, acquiring 45 enterprise accounts ($100K+ each) through relationship management and sales strategies, achieving 95% client satisfaction and 40% Year-over-Year referral growth.
- Improved community engagement and brand visibility in NM and CO by hosting customer-focused events, forming small business partnerships, and executing campaigns that boosted customer retention by 35% and brand recognition by 20%.
Education
Associate of Science - Business
Paradise Valley Community College
Phoenix, AZ 05.2001 -
Skills
Project management
Awards
- 3-Time Service Excellence Award Winner (Peer Nominated Awards)
- 8-Time Summit Award Winner (Recognized among the top 2% of performers)
Certification
Project Management Professional, Google, 11/01/24
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureStock Options / Equity / Profit Sharing401k matchPersonal development programsLanguages
English
Native or Bilingual
Spanish
Professional Working
Interests
AI Enthusiast
Voracious Reader
Tech Nerd
Quote
"Leadership is not about being in charge. It is about taking care of those in your charge."
Simon Sinek
Timeline
Chief of Staff
AT&T Inc.
05.2020 - 07.2022
Associate Director - Call Center
AT&T Inc.
08.2018 - 04.2020
Area Retail Sales Manager
AT&T Inc.
07.2013 - 08.2016
Associate of Science - Business
Paradise Valley Community College
05.2001 -
Lead Sales Program Execution
AT&T Inc.
8 2022 - 8 2024