Mathew Wenger
Maricopa,AZ
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Chase Apple Rewards Supervisor
REMX Staffing Agency
Scottsdale
10.2023 - Current
- Responsible for supervising team of up to 30 seasonal agents
- Handling escalations and other client complaints via phone call or Zendesk tickets
- Providing additional support to team by creating job aides and relaying updates in real time to ensure all QA standards are being met
- Administered and reviewed daily Quality Assurance scores per team member
- Conducted bi-weekly coaching sessions with all team members
- Responsible for delivering disciplinary coaching sessions
- Hosted weekly team meetings to discuss updates to the business and strategies to accomplish goals
- Responsible for managing, and approving payroll for direct reports.
Payment Processor/Gap Claims Representative
Principal Warranty Corp.
Scottsdale
04.2023 - 11.2023
- Audited up to 180 auto claims for price discrepancies, ensuring accuracy and compliance each day
- Conducted data entry and submitted warranty payments upon claim approval
- Communicated with repair facilities to discuss coverage and resolve inquiries
- Managed shared inbox of up to 400 emails per day, efficiently routing emails to appropriate adjusters
- Assisted with new and existing GAP claims by answering calls and reviewing documents.
Retail Job Coach (Supervisor)
Safelite AutoGlass
Chandler
09.2022 - 04.2023
- Responsible for managing up to 40 representatives
- Conducted weekly coaching sessions to discuss KPI's and performance metrics
- Created Individualized development plans for team members
- Performed weekly QA evaluations on each team member
- Provided continued sales and product training
- Handled escalated calls with customers with a focus on retaining business
- Responsible for delivering disciplinary coaching sessions
- Hosted weekly team meetings to discuss updates to the business and strategies to accomplish goals
- Responsible for managing, and approving payroll for direct reports.
Customer Service Supervisor
Strata Health Group
Remote
07.2021 - 07.2022
- Responsible for a Team Lead and up to 12 representatives
- Tracked performance using KPI's and performance metrics
- Provided individual personalized coaching to increase productivity
- Performed weekly QA evaluations on each team member
- Handled calls for escalated clients to ensure satisfaction
- Provided continued product training
- Responsible for correcting and approving payroll.
Call Center Team Lead
Passport Health
Scottsdale
12.2020 - 07.2021
- Responsible for new hire onboarding/orientation
- Created QA structure for the call center
- Managed up to 23 direct reports at one time
- Coached on metrics and stats on a weekly basis
- Upon accepting the role, was able to help the team increase productivity by 30% and rising
- Provided disciplinary action for direct reports
- Assisted in the development of direct reports and peers
- Consistently finds new and unique ways to improve overall processes and productivity.
Trainer, Call Center Operations
Passport Health
Scottsdale
08.2016 - 03.2020
- Laid off due to COVID-19
- Promoted to team lead within six months of initial hire date
- Maintained individual sales conversion of 32% or higher before being promoted and individual pull through rate of 78% or higher
- Lead team of 12-18 representatives and maintained Average team conversion of 30%
- Responsible for Team Lead/supervisory duties such as recurring 1x1s, career planning, interviewing, providing disciplinary, and terminations
- Promoted to Trainer after 1 year of being Team Lead
- Trained 100+ new hires and aided them through the onboarding process
- Achieved attrition rates for new hires of 15% or lower over a 90-day period after graduating training
- Spearheaded the implementation of a new phone system in the call center.
Education
GED -
Phoenix College
Phoenix, AZ05.2014
Skills
- Microsoft Office (7 years)
- Customer Service (10 years)
- Client Service
- Call Center (10 years)
- Leadership (5 years)
- Typing (10 years)
- Conflict management
- Staff Management
Certification
Driver's License, 12/01/18, Present
Additional Information
- Willing to take on additional responsibilities and challenges Displays excellent time management with high attention to detail
- Works effectively as a team member
- Strong attention to detail, customer service and listening skills; highly motivated, creative and flexible.
- Excellent computer skills - Microsoft Office products
- Possess effective planning, organizational, communication, presentation and interpersonal skills
Work Authorization
Authorized to work in the US for any employer
Personal Information
- Relocation: Anywhere
- Title: Sales and Client Services Specialist
Timeline
Chase Apple Rewards Supervisor
REMX Staffing Agency
10.2023 - Current
Payment Processor/Gap Claims Representative
Principal Warranty Corp.
04.2023 - 11.2023
Retail Job Coach (Supervisor)
Safelite AutoGlass
09.2022 - 04.2023
Customer Service Supervisor
Strata Health Group
07.2021 - 07.2022
Call Center Team Lead
Passport Health
12.2020 - 07.2021
Trainer, Call Center Operations
Passport Health
08.2016 - 03.2020
GED -
Phoenix College