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Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteOpen to relocation: Yes
Open To Work
Matthew Barron
Monument
Work Preference
Summary
Accomplished professional specializing in operational efficiency and member satisfaction. Proven track record in developing engaged teams and executing risk management strategies that improve compliance and service delivery.
Overview
15
15
years of professional experience
Work History
Director of Contact Center Operations
Ent Credit Union
Colorado Springs
09.2024 - Current
- Led credit union wide Contact Center operations, overseeing performance, member experience, risk management, regulatory compliance, and workforce engagement.
- Directed multi-site teams and leaders to achieve service level, quality, sales, and member satisfaction targets while maintaining strong employee retention and engagement.
- Owned Contact Center risk strategy, partnering with Audit, Legal, and Compliance to assess, streamline, and strengthen policies, procedures, and controls.
- Identified and mitigated operational and compliance risk through eTracs insights, complaint trends, and audit findings; delivered ongoing education to leaders and frontline teams.
- Built and developed high-performing leadership teams through coaching, succession planning, and clear accountability.
- Provided oversight of escalated member complaints and complex internal issues.
- Championed operational consistency, collaboration, and culture across locations during periods of growth and change.
- Supported contact center financial planning, budgeting, and cost accountability across locations.
Member Services Manager
Ent Credit Union
Colorado Springs
07.2019 - 09.2024
- Managed daily Contact Center operations, guiding supervisors and frontline teams to meet service and sales standards.
- Held staff accountable for achieving measurable quality metrics while promoting a member-first culture.
- Resolved escalated member and employee issues, ensuring effective conflict resolution and positive outcomes.
- Coached supervisors and staff through regular feedback sessions, evaluations, and improvement plans.
- Assessed workforce demand to prioritize daily operations using reporting and scheduling tools.
- Supported hiring decisions and incentive administration aligned with organizational goals and compliance requirements.
Contact Center Supervisor
Ent Credit Union
Colorado Springs
05.2014 - 06.2019
- Supervised frontline Contact Center operations, accountable for service level performance, call handling efficiency, quality, and member experience.
- Led and developed Member Service Representatives through coaching, performance management, and career development.
- Monitored and managed key performance metrics (SLA, abandonment, handle time, quality) to balance service excellence and operational efficiency.
- Served as escalation point for complex member issues and supported representatives in higher-level decision-making.
- Ensured adherence to policies, procedures, and regulatory requirements through process reviews and audit readiness.
- Supported hiring, performance evaluations, and corrective actions, including initiation of performance improvement plans.
Contact Center Member Service Representative III
Ent Credit Union
Colorado Springs
09.2013 - 05.2014
- Served as a subject matter expert supporting Contact Center staff with complex member inquiries and regulatory compliance questions.
- Coached and mentored new hires, reinforcing service standards, credit union procedures, and cultural pillars to promote engagement and retention.
- Documented knowledge gaps and process improvement opportunities, supporting departmental training and continuous operational improvement.
- Assisted with member service escalations and acted as liaison to management for resolution of issues in the absence of supervisors.
- Supported department goals in service, sales, and compliance, while fostering a positive and collaborative work environment.
Contact Center Member Service Representative
Ent Credit Union
Colorado Springs
08.2011 - 09.2013
- Delivered exceptional member service by accurately resolving inquiries, troubleshooting issues, and ensuring compliance with credit union policies and regulations.
- Promoted and cross-sold credit union products and services to meet member needs and support organizational growth.
Bilingual Call Center Agent
Affiliated Computer Services
Colorado Springs
02.2011 - 08.2011
- Processed incoming calls for major cell phone company, addressing customer inquiries and issues.
- Executed cell phone activations, payments, plan upgrades, and troubleshooting tasks efficiently.
- Assisted Spanish-speaking customers in bilingual queue with cell phone and billing needs.
- Achieved monthly performance standards and sales goals consistently.
Education
Associate of Arts - Business
Pikes Peak Community College
Colorado Springs, CO09-2009
Some College (No Degree) - Business Management
University of Colorado At Colorado Springs
Colorado Springs, COSome College (No Degree) - Business Management
Colorado State University Global
DenverLanguages
Spanish
Native/ Bilingual
Timeline
Director of Contact Center Operations
Ent Credit Union
09.2024 - Current
Member Services Manager
Ent Credit Union
07.2019 - 09.2024
Contact Center Supervisor
Ent Credit Union
05.2014 - 06.2019
Contact Center Member Service Representative III
Ent Credit Union
09.2013 - 05.2014
Contact Center Member Service Representative
Ent Credit Union
08.2011 - 09.2013
Bilingual Call Center Agent
Affiliated Computer Services
02.2011 - 08.2011
Associate of Arts - Business
Pikes Peak Community College
Some College (No Degree) - Business Management
University of Colorado At Colorado Springs
Some College (No Degree) - Business Management
Colorado State University Global