Matthew Bowdish
Belen
Summary
Accomplished Customer Support & Operations Leader with 8+ years in telecommunications and call center management. Expertise in resolving escalations, enhancing team metrics by 15%, and optimizing operational workflows. Proficient in de-escalation, performance reporting, and cross-functional collaboration.
Overview
17
17
years of professional experience
Work History
Support Coordinator
VERIZON WIRELESS
10.2018 - 01.2024
- Mitigated churn by effectively managing high-level escalations from frontline representatives.
- Supported leadership through order approvals, equipment logistics, and promotional audits.
- Analyzed performance data to establish weekly metrics and improve operational efficiency.
- Facilitated WebEx meetings and coaching to align team efforts with company goals.
- Managed administrative access and workflow permissions within internal systems.
Customer Service Advocate
VERIZON WIRELESS
01.2018 - 10.2018
- Enhanced customer satisfaction by resolving complex product and billing issues.
- Generated new sales leads through proactive inbound and outbound engagement efforts.
- Ensured compliance by maintaining knowledge of payment policies and exchange protocols.
- Supported management by tracking weekly metrics and team performance reports.
Team Manager
ALORICA
04.2016 - 02.2018
- Increased department performance by over 15% through effective management standards implementation.
- Achieved strong professional relationships with agents, enhancing workplace morale and culture.
- Reduced attrition rates by fostering a positive and supportive work environment.
- Conducted one-on-one coaching sessions to enhance agent skills and compliance.
- Set daily goals for call volume and quality assurance, driving team accountability.
Security Guard
LOCATION 2 LOCATION SECURITY
10.2014 - 02.2016
- Enhanced emergency response by coordinating with law enforcement and medical personnel.
- Secured assets through daily foot and vehicle patrols across assigned areas.
- Implemented access control measures, denying entry to unauthorized individuals effectively.
- Apprehended trespassers and ensured safety of personnel and property during patrols.
Server / Certified Trainer
OLIVE GARDEN
12.2006 - 08.2008
- Trained new floor staff on guest service expectations, safety procedures, and food handling protocols.
- Delivered exceptional, fast-paced service while managing special dietary requests and allergies.
Education
No Degree - Business Administration And Management
CNM
Albuquerque, NMSkills
- Escalation Management
- Team Leadership & Training
- KPI Analysis & Reporting
- Process Improvement
- Sales & Lead Generation
- CRM & Billing Systems
- Conflict Resolution
- Project management
- Time management
- Verbal and written communication
- Team collaboration
Timeline
Support Coordinator
VERIZON WIRELESS
10.2018 - 01.2024
Customer Service Advocate
VERIZON WIRELESS
01.2018 - 10.2018
Team Manager
ALORICA
04.2016 - 02.2018
Security Guard
LOCATION 2 LOCATION SECURITY
10.2014 - 02.2016
Server / Certified Trainer
OLIVE GARDEN
12.2006 - 08.2008
No Degree - Business Administration And Management
CNM