Jerry Matherly
Telecom & Tech Executive
Goodyear,AZ
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead Sales Program Execution
AT&T
08.2022 - 07.2024
- Led a strategic high-profile trial for a declining market of a 100-person retention team into a multi-skilled workforce through a comprehensive cross-training initiative. Achieved a 75% reduction in cancellations, 35% revenue growth, 97% first-call resolution, and 35% higher customer satisfaction within 2 months.
- Designed an engaging four-month performance trial for 75 underperforming agents at five call centers. Through effective coaching and strong accountability, we achieved a 90% decrease in customer escalations, cut transfers by 50%, and boosted customer satisfaction scores by 49%.
- Transformed the customer experience across eight call centers by redesigning an outdated call flow, resulting in a record-breaking 97% satisfaction rate on retention calls, 50% shorter handling times, and 87% first-call resolution.
- Developed a company-wide safety program, achieving an 85% reduction in safety incidents and perfect compliance scores across 8 locations year-over-year, establishing a new corporate standard for safety excellence.
- Drove 40 internal promotions and boosted leadership roles by 20% through personalized mentoring and bi-weekly workshops across five states in 9 months.
- Managed and facilitated union grievance resolutions across four states, directing arbitrations, mediations, and court cases for 800+ employees, reducing grievances by 80% while fostering interpersonal communication and strong problem-solving skills.
Director, Chief of Staff
AT&T
05.2020 - 07.2022
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
Area Retail Sales Manager
AT&T
07.2013 - 08.2016
- Led a strategic high-profile trial for a declining market of a 100-person retention team into a multi-skilled workforce through a comprehensive cross-training initiative. Achieved a 75% reduction in cancellations, 35% revenue growth, 97% first-call resolution, and 35% higher customer satisfaction within 2 months.
- Designed an engaging four-month performance trial for 75 underperforming agents at five call centers. Through effective coaching and strong accountability, we achieved a 90% decrease in customer escalations, cut transfers by 50%, and boosted customer satisfaction scores by 49%.
- Transformed the customer experience across eight call centers by redesigning an outdated call flow, resulting in a record-breaking 97% satisfaction rate on retention calls, 50% shorter handling times, and 87% first-call resolution.
- Developed a company-wide safety program, achieving an 85% reduction in safety incidents and perfect compliance scores across 8 locations year-over-year, establishing a new corporate standard for safety excellence.
- Drove 40 internal promotions and boosted leadership roles by 20% through personalized mentoring and bi-weekly workshops across five states in 9 months.
- Managed and facilitated union grievance resolutions across four states, directing arbitrations, mediations, and court cases for 800+ employees, reducing grievances by 80% while fostering interpersonal communication and strong problem-solving skills.
Associate Director - Call Center
AT&T
08.2018 - 04.2020
- Led teams of up to Number personnel, supervising daily performance as well as training and improvement plans.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Assisted senior leadership in managing all aspects of operations.
Associate Director - Retail Sales
AT&T
09.2016 - 07.2018
- Led teams of up to Number personnel, supervising daily performance as well as training and improvement plans.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Assisted senior leadership in managing all aspects of operations.
Education
Bachelor - Business Management
Maricopa Community Colleges, Paradise Valley Community College
Phoenix, AZSkills
- Sales process optimization
- Sales strategy development
- Effective negotiation
- Client acquisition
- CRM software proficiency
- Product and service knowledge
- Pipeline building
- Product management and pricing
- Cross-cultural communication
- Revenue generation
Accomplishments
3-Time Service Excellence Award Winner
8-Time Summit Award Winner
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Certification
Project Management Certification
Timeline
Lead Sales Program Execution
AT&T
08.2022 - 07.2024
Director, Chief of Staff
AT&T
05.2020 - 07.2022
Associate Director - Call Center
AT&T
08.2018 - 04.2020
Associate Director - Retail Sales
AT&T
09.2016 - 07.2018
Area Retail Sales Manager
AT&T
07.2013 - 08.2016
Bachelor - Business Management
Maricopa Community Colleges, Paradise Valley Community College