Mathew Lee
Midlothian ,Virginia
Summary
Dynamic leader with a proven track record at Maximus Health Services, specializing in customer service and crisis intervention. Enhanced training programs and service delivery through exceptional time management and therapeutic expertise, resulting in significant improvements in team productivity. As a seasoned Program Supervisor, adept at strategic planning and operational efficiency, successfully implemented innovative course development and effective public speaking initiatives. Demonstrated leadership fosters communication and collaboration, driving program effectiveness and streamlining processes.
Overview
13
13
years of professional experience
Work History
Learning and Development Trainer II
Maximus Health Services
Richmond, VA
12.2014 - Current
- Trained newly hired Cover Virginia CSRs to fill key positions and maximize productivity.
- Completed frequent assessments of training materials, structure and success rates in order to enhance program.
- Maintained strong knowledge of Medicaid Policy by participating in workshops, conferences and online education classes.
- Documented participant attendance, engagement and progress.
- Tested trainees on materials to determine levels of understanding and areas requiring further instruction.
Program Supervisor
Hallmark Youthcare
Richmond, VA
06.2021 - 11.2024
- Implemented quality assurance processes designed to improve service delivery.
- Coached staff members on how best to use available resources effectively.
- Implemented and evaluated staff, volunteer or training programs.
- Conducted regular program evaluations, identifying areas for improvement and implementing changes.
- Partnered with program management on recommendations, process improvements, and corrective action plans.
- Ensured compliance with all applicable laws, regulations, standards and codes of practice.
- Led team meetings to communicate updates, gather feedback, and align on goals.
Team Leader
GENETWORx
Glen Allen, VA
12.2020 - 04.2022
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Delegated daily tasks to team members to optimize group productivity.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Utilized coaching and leadership principles to enhance internal and external team dynamics.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Monitored team progress and enforced deadlines.
Youth Counselor
Dominion Youth Services
Richmond, VA
01.2017 - 04.2022
- Supervised youth group members to maintain organized and safe environment.
- Monitored behavior in individual and group sessions and intervened when necessary.
- Collaborated with counselors and parents to report youth behavior and progress.
- Provided cognitive-based therapy to assist with challenge and crisis resolution.
- Studied treatment plans to understand and implement interventions.
- Performed counseling interventions to address issues through conflict resolution and situational adjustment to depression, anxiety and physical or substance abuse.
- Adhered to federal and state documentation mandates regarding records and file management.
Assistant Manager
Sunoco
, St
12.2011 - 02.2017
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Education
Bachelor of Science - Psychology
Norfolk State University
Norfolk, VA05.2007
High School Diploma -
James River High School
Midlothian, VA06.2003
Skills
- Customer service
- Customer Care
- Customer support
- Time Management
- Materials organization
- Presentations and demonstrations
- Online-based education
- Course development
- Lesson planning
- Public speaking
- Company policies and procedures
- Course materials and supplies
- Paperwork and reporting
- Rapport building
- Safe environment planning
- Cognitive behavior practices
- Therapeutic expertise
- Crisis intervention
- Mental health support
- Staff training experience
- Staff development
Accomplishments
- Promoted from CSR Coach to Call Center Trainer, in less than 12-months
- Consistently maintained high customer satisfaction ratings.
Timeline
Program Supervisor
Hallmark Youthcare
06.2021 - 11.2024
Team Leader
GENETWORx
12.2020 - 04.2022
Youth Counselor
Dominion Youth Services
01.2017 - 04.2022
Learning and Development Trainer II
Maximus Health Services
12.2014 - Current
Assistant Manager
Sunoco
12.2011 - 02.2017
Bachelor of Science - Psychology
Norfolk State University
High School Diploma -
James River High School
Similar Profiles
Katrina HayesKatrina Hayes
Customer Service Representative at Maximus Health ServicesCustomer Service Representative at Maximus Health Services
BRIAN IBARRABRIAN IBARRA
Customer Service Lead at Maximus Health ServicesCustomer Service Lead at Maximus Health Services
Lizette LewisLizette Lewis
Bilingual Customer Relations at Maximus Health ServicesBilingual Customer Relations at Maximus Health Services