Matt Brimmer
Fairview,TX
Summary
Dynamic leader with over 15 years of experience in call center and retail operations. Expertise in staff training, problem resolution, and process improvement, contributing to enhanced employee productivity and customer loyalty.
Overview
25
25
years of professional experience
Work History
Department Supervisor
Home Depot
McKinney, Texas
07.2019 - Current
- Supervised daily operations to ensure efficient store performance.
- Trained and mentored team members on product knowledge and customer service.
- Implemented new store initiatives to drive employee engagement and productivity.
- Coordinated with departments to improve workflow and communication.
- Managed inventory levels and organized stock for optimal presentation.
- Enforced safety standards to maintain a secure work environment.
- Monitored sales trends to adjust merchandising strategies as needed.
- Assisted customers with inquiries to enhance shopping experience.
- Educated employees on updated processes and procedures.
Call Center Manager
Terminix
Lewisville, TX
03.2008 - 06.2016
- Managed daily operations of call center team to ensure service excellence.
- Set and managed performance benchmarks for call center employees.
- Developed quality assurance standards and established targets for all staff.
- Led training programs for new staff to enhance customer service skills.
- Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
- Analyzed call metrics to identify areas for performance improvement.
- Developed and implemented call center policies to improve efficiency.
Contact Center Supervisor
Home Depot
Brandon, Florida
08.2001 - 01.2008
- Supervised daily operations of contact center team, ensuring streamlined processes and high service quality.
- Trained staff on customer service protocols and systems, resulting in enhanced team performance and customer satisfaction.
- Managed scheduling and workflow, achieving optimal coverage and reducing wait times for customers.
- Resolved escalated customer issues with effective solutions to maintain satisfaction.
- Conducted performance evaluations to support ongoing team development.
- Monitored key performance indicators to track team performance.
- Analyzed call center data to identify areas of improvement in service delivery and productivity.
Education
Accounting And Finance
St. Pete Junior College
St. Petersburg, FLSkills
- Performance management
- Quality assurance
- Call center operations
- Staff training
- Team leadership
- Problem resolution
Affiliations
- Volunteer-Multiple Habitat for Humanity builds
- Volunteer-Multiple Kaboom Playground builds
Timeline
Department Supervisor
Home Depot
07.2019 - Current
Call Center Manager
Terminix
03.2008 - 06.2016
Contact Center Supervisor
Home Depot
08.2001 - 01.2008
Accounting And Finance
St. Pete Junior College