Matt Spence

Managed migration off of MS Sharepoint servers. Which included creating data archives as well as identifying new platforms for offboarded internal clients.

• Built a Contract Database service for tracking partner contracts and official communications.
• Managed requirements and developer team in charge of MS Reporting Services.
• Responsible for building data archives and implementing California Customer Privacy Act (CCPA) requirements .
• Managed the migration of the VZ West footprint to Frontier Communications.
• Managed team migration and onboarding of Infosys developers
• Applied Agile Model and Jira tracking to the development cycle.
• Managed the setup of ServiceNow ticketing for external vendor issue tracking and resolution.
• Managed daily team touchpoint calls to ensure issues and development deadlines were met.
• Acted as the front door for all new development requests.
• Worked directly with internal sales managers to ensure that all data concerns were promptly addressed and resolved.
• Managed back-end data requirements for .NET, Java, and Tableau reporting and dashboard services.
• Recognized as an SME on order flow, order resolution, and fraud prevention.
• Documented all systems and procedures for external compensation.
• Managed linked servers between MS SQL, Oracle, and Teradata.
• Used AI for streamlining the development process.
• Worked with an international, diverse team to meet all objectives.
• Applied a strong analytic focus to perform regular reviews, both personally and with the client teams, to ensure that we remained on target to achieve goals efficiently and under budget.

• Responsible for developing the SQL process to automate sales validation and fraud detection. This resulted in a reduction of 175 to 5 manual or exception review agents, and a reduction of 3 months in the average time to issue compensation for a sale. Resulting in a savings of $21 million annually.
• Created an automated ETL workflow to request and track the creation of external agent sales codes.
• Managed ledger tracking between Verizon Telecom and Verizon Wireless to remain compliant with FCC regulatory requirements.
• Managed migration and data archiving from MCI Oracle databases to MS SQL Server.
• Authored and implemented disaster and inclement weather plans to ensure continuity in the sales force, per contractual requirements.
• Created a process for the automation of daily reporting to external partners using sFTP to deliver flat files concerning daily order tracking and compensation reporting.
• Created executive-level ad hoc reporting as needed to provide proof of concept, as well as ongoing updates of new sales initiatives and models.

• Managed onboarding and ongoing partner relations for over 500 outside sales vendors in retail, door-to-door, and digital sales channels.
• Managed written and verbal communications with partner and internal executive teams.
• Participated in contract negotiations for external sales partners.
• Authored Sales Standards documentation for sales agent training to improve understanding and compliance.
• Identified key stakeholders and negotiated requirements for the automation of sales validation for compensation.
• Authored training material, and performed agent training on sales validation and fraud detection.
• The managed executive complains about disputed sales.
• Identified and authored requirements for a gap in DSL provisioning that was creating over $5 million annually in overpayments due to canceled orders.

• Functional lead for the Order Controls Team, supporting FiOS provisioning and fallout for the California, Florida, Washington, and Texas regions.
• Created training documentation and handled training and onboarding of new Order Controls agents across all states.
• Managed executives complain across all regions concerning FiOS sales system fallout concerns.
• Identified system failures and authored proposals and requirements for proposed fixes.
• Reduced the cost of average installation by creating a process to identify unnecessary dispatches. Reduced the average cost of installation from $500 to $250.
• Identified and audited sales fraud in the tech referral program, resulting in over $1 million in savings.
• Applied knowledge learned while working in business sales.
• As needed, I worked as the floor lead for newly onboarded technical support agents in the Fiber Solutions call center.

• Provide sales and service support to business customers across Verizon's Western footprint.
• Created a VBA/Excel workbook to automate the lookup of business services to provide available packages and pricing by the central office. This code was used as the wireframe for the full build of the order automation in the official order entry portal.
• Maintained strict standards for call metrics. This included averaged handling time, first call resolution, and sales quotas.
• Used knowledge of product offerings and regional limitations to help the company in the initial offering of Business Class Fiber Optics services (FiOS).
• Applied a needs-based model to match clients to the products that best suited their requirements.