Matt Shapiro
Gilbert,AZ
Summary
Dedicated and versatile operations professional with a commitment to quickly adapting to new challenges, optimizing processes, leading complex projects, and driving effectiveness of cross-functional teams. Educated in Business Leadership with additional focuses in Finance, Accounting, Supply Chain, and Economics. Strong problem-solving abilities and communication skills with a proven track record of fostering relationships with clients, team members, and senior leadership alike. Focused on supporting team success and achieving measurable results for the organization.
Overview
11
11
years of professional experience
Work History
Operations Manager - Collections / Loss Mitigation
Global Lending Services LLC
Tempe, AZ
08.2022 - Current
- Directed daily collections and repossession operations for 30 senior agents in a high-volume call center, ensuring top performance, compliance, and customer satisfaction.
- Coordinated daily stand-ups with repossession vendors to ensure proper SLA adherence, prioritize complex and time sensitive recovery cases, and accelerate resolution of severely delinquent accounts at immediate risk of Charge Off.
- Implemented a new and improved vendor scorecard, enhancing governance and increasing SLA adherence from 78% to 94% within six months of launch.
- Championed multiple AI initiatives approved by the C-Suite, streamlining skip-tracing workflows, reducing research time by 25%, and boosting recovery rates by 15%.
- Managed a portfolio of 5 repossession and skip-trace vendors across 27 states.
- Tracked repossession vendor performance metrics, identifying backlog risks that hindered recovery efficiency.
- Evaluated quarterly vendor performance across geographic territories, advising contract adjustments to enhance loss mitigation efforts.
- Maintained the company’s highest agent retention record in 2023, 2024, and 2025 —zero resignations or terminations over three years—while leading the Repossession and Charge Off department.
- Earned 99% positive feedback in semi-annual anonymous employee satisfaction surveys, reflecting exceptional leadership and team engagement.
- Mentored and promoted 10 agents into leadership roles across departments, achieving the organization’s highest internal promotion rate in 2024 and 2025.
- Exercised full management authority over policies, staffing, scheduling, and performance standards, ensuring operational and regulatory excellence.
- Developed and coached four new supervisors, leading to their advancement into successful leadership positions.
- Conducted bi-weekly coaching sessions with performance scorecards and analytics, promoting continuous improvement among team members.
- Authored and maintained departmental Standard Operating Procedures (SOPs) to ensure compliance and alignment with company policy.
- Set strategic goals and optimized daily workforce schedules to align resources with business objectives and maximize productivity.
- Awarded Manager of the Year (August 2025) by the CEO for outstanding operational leadership and measurable results.
Operations Manager - Escalations (Customer Care)
Global Lending Services LLC
Tempe, AZ
08.2022 - Current
- Managed a team of 20 senior Escalations and Customer Service agents in a high-volume contact center; maintained daily answer rate ≥90% and average handle time 10% below target.
- Scaled Escalations team headcount from 3 to 20 in 8 months through targeted hiring and onboarding, supporting 3x increase in case volume with zero service degradation and answer rates maintained above 90%.
- Designed and launched two role-specific training programs: Escalations Inbound and Customer Service Outbound, enabling external hires and reducing time-to-proficiency by 40%.
- Improved average CSAT by 20% and First Contact Resolution by 30% via targeted coaching to call waterfall adherence and QA scorecard incentives.
- Sustained attrition below 10% annually through engagement initiatives and Individual Development Plans, fostering a stable team environment.
- Streamlined dispute resolution by spearheading cross-functional initiatives with Recoveries, Legal, and Analytics, reducing escalated complaint volume by 15% in 2023.
- Used Power BI and contact center Work Force Management tools to monitor KPIs (Average Handle Time, First Call Resolution, QA); conducted weekly coaching workshops that sharpened active listening, problem identification, and solution building skills.
- Served as primary liaison for CFPB/BBB complaints, working closely with the Legal and Compliance departments to promptly investigate and resolve all disputes; closed 100% of received regulatory disputes within required SLA.
- Led quarterly compliance training initiatives on UDAAP, FDCPA, FCRA, and SCRA guidelines, strengthening regulatory adherence and reducing operational risk during customer interactions.
- Conducted daily stand-ups and introduced SLAs for investigating missing reversed payments inquiries that improved ticket response times and speed of resolution by 30%, resulting in significantly improved customer experience.
- Partnered with the Fiserv software development team to deliver payment portal enhancements, including the introduction of principal allocation and amortization table viewing features that improved transparency and self-service capabilities for customers.
- Performed end-to-end resolution of consumer-initiated credit bureau disputes (Experian, Equifax, TransUnion) in compliance with the FCRA, ensuring accurate tradeline reporting and adherence to regulatory compliance.
- Served as sole vendor manager for all operations involving payment processor: Fiserv.
- Built a high-engagement team culture yielding 99% positive employee survey results and consistent top-tier performance in 2022 and 2023
Sales Manager
Sunstate Technology Group LLC (Cellular One)
Farmington, NM
06.2019 - 08.2022
- Spearheaded high-impact sales and marketing initiatives generating $500K–$1.5M per campaign, accelerating revenue growth and expanding market penetration across the western region.
- Earned “Core Value Award” (2021, 2022) for leading the top-performing region, achieving highest company-wide revenue for two consecutive years.generating between $500K and $1.5M in revenue, driving significant growth across the western territory.
- Led a distributed team of Sales Consultants and Inside Sales Associates across a five-state territory, driving alignment to strategic growth initiatives and maximizing regional revenue performance.
- Designed and implemented full-cycle sales training programs, increasing close rates and improving overall team productivity through structured enablement and coaching.
- Delivered advanced pricing and negotiation strategy training for outside sales reps, leading to a 25% increase in closed deals and a 30% boost in annual revenue.
- Developed and delivered advanced pricing and negotiation strategies, resulting in a 25% increase in close rates and a 30% uplift in annual revenue.
- Partnered with key technology vendors, including Salesforce and ConnectWise, to enhance CRM utilization and streamline sales operations.
- Maintained strategic relationships with key Consumer Resource Management vendors, including Salesforce and ConnectWise, to optimize technology integration and service delivery.
- Managed delivery of 30+ IT infrastructure projects for government and private sector clients, ensuring timely execution and alignment with stakeholder expectations.
- Oversaw successful delivery of 30+ major IT infrastructure projects for government and private sector clients, ensuring timely execution and client satisfaction.
- Recognized with the 'Core Value Award' in 2021 and 2022 for exceptional performance, managing the western territory that achieved the highest revenue for two consecutive years.
Senior Business Consultant
Sunstate Technology Group LLC (Cellular One)
Phoenix, AZ
06.2019 - 08.2022
- Consistently exceeded sales quotas by 25% through a combination of account expansion, strategic prospecting, and client retention initiatives.
- Maintained 90%+ client retention by analyzing client needs, optimizing pricing strategies, and delivering tailored solutions that consistently exceeded performance and service expectations.
- Identified growth opportunities within existing accounts and executed targeted expansion strategies, increasing new client onboarding by 25% and generating incremental revenue across multiple territories.
- Managed a portfolio of 100+ clients across Arizona, New Mexico, and Utah, serving as a strategic advisor through regular onsite engagements to drive retention, revenue growth, and long-term client value.
- Participated in client board meetings with IT department leadership and key stakeholders to evaluate future technology initiatives, align on budget planning, and identify project opportunities, enhancing pipeline development and supporting long-term account growth.
- Designed and implemented territory-specific sales incentive programs aligned to client objectives, boosting engagement and accelerating deal cycles to improve overall sales effectiveness.
- Consulted with clients on operational and technology needs, recommending solutions that improved workflow efficiency, scalability, and business performance.
- Leveraged CRM platforms, including Salesforce and ConnectWise, to track pipeline health, analyze client trends, and inform data-driven sales and retention strategies.
- Consistently recognized as top-performing consultant, generating the highest revenue among the sales division.
Shift Supervisor
Starbucks
Prescott Valley, AZ
09.2015 - 05.2019
- Supervised daily operations, directing workforce deployment and adjusting staffing in real-time to meet fluctuating customer demand and uphold service standards.
- Led shift operations, ensuring customer satisfaction by delegating tasks and maintaining team morale during high-pressure service periods.
- Drove operational efficiency during peak periods by managing team throughput and workflow, consistently maintaining drive-thru service times under 30 seconds in high-volume conditions.
- Promoted a positive, customer-focused store environment by reinforcing a customer-first mindset across all interactions.
- Led onboarding and training as designated store trainer, coaching new hires to accelerate ramp-up time, improve performance consistency, and reinforce brand standards.
- Oversaw cash handling procedures, conducted till audits, and prepared secure deposits, ensuring financial accuracy and accountability.
- Modeled leadership and product expertise as a certified Coffee Master through Starbucks’ invitation-only program, supporting team development and enhancing the customer experience.
- Awarded "Partner of the Quarter" on three separate occasions through anonymous peer voting, recognizing outstanding store impact and contributions.
Education
Bachelor of Science - Business Leadership & Management
Arizona State University
Tempe, AZ05-2021
Skills
- Collections & Recoveries Strategy
- Loss Mitigation
- Loan Servicing
- Payment Processing
- Credit Risk
- Legal & Compliance
- Financial Services
- Portfolio & Pipeline Management
- Operational Efficiency
- Process Improvement
- Risk Assessment
- Data Analytics
- Performance Monitoring
- Leadership & Team Management
- Sales management
- Customer Care
- Escalations Management
- Revenue Growth
- Quality Assurance
Timeline
Operations Manager - Collections / Loss Mitigation
Global Lending Services LLC
08.2022 - Current
Operations Manager - Escalations (Customer Care)
Global Lending Services LLC
08.2022 - Current
Sales Manager
Sunstate Technology Group LLC (Cellular One)
06.2019 - 08.2022
Senior Business Consultant
Sunstate Technology Group LLC (Cellular One)
06.2019 - 08.2022
Shift Supervisor
Starbucks
09.2015 - 05.2019
Bachelor of Science - Business Leadership & Management
Arizona State University