Matthew Brown-Diaz
Orlando,Florida
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
Work History
CRM Services
Progressive Auto Insurance
02.2024 - Current
- Provided exceptional customer service by addressing customer concerns with empathy and education and resolving customers' needs during their initial call to Progressive.
- Applied Supervisor's feedback and coaching from 1:1 sessions and partnered with supervisor to work on development plan to achieve career goals at Progressive
- Peer buddy to several consultants on team, provided focused peer coaching and feedback around making eligible effective offers, Additional Protection Offers, and guideline navigation. Peer buddies have shown measurable improvement.
- Contributed to sales growth by advocating and educating additional products and services based on individual customer needs.
- Received multiple complements by providing excellent servies based on Progressive's core values.
Team Leader
IntouchCX
09.2020 - 11.2023
- Supervisor of team of 15+ agents responsible for running multiple channels for customer communication.(email, phone and chat)
- Monitored time, attendance, and availability enforcing compliance with company procedures.
- Evaluated team and individual performance and provided weekly coaching's and follow up's using S.M.A.R.T Goals.
- Motivated employees through special events and incentive programs.
- Developed spreadsheets in both excel and google suites to track coaching's, KPIs and outliers.
- Contributed to interviewing process and made new hire recommendations.
- Created help desk tickets, troubleshot and resolved desktop and site issues.
- Led weekly team meetings to review updates, changes and motivate staff.
- Monitored real-time inbound call traffic across multiple contact center locations.
- Monitored live and recorded phone calls to ensure PCI compliance.
- Partnered with Human Resources team to coordinate off-boarding processes.
Bartender Shift Lead
Saltgrass Steakhouse
01.2018 - 09.2020
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
Education
High School Diploma -
Freedom High School
Orlando05.2012
Skills
Proficient in:
- Dayforce
- Zendesk
- AVAYA
- Agile
- AWS
- Jabber
- Compass
- Verint
- Mural
- Microsoft Excel
- Google Suites
- JIRA
- Skills:
- Conflict Resolution
- Client Support
- Call Center Operations
- Coaching and Mentoring
- Staffing monitoring
- Call Monitoring
- Employee Motivation
- Quality Control
- Employee Performance Reviews
- KPI Tracking
- Call Center Software
- Corrective Actions
- Collaborate Cross-Functionally
- Technical Proficiency
- Helpdesk Support
- Troubleshooting and Assistance
Timeline
CRM Services
Progressive Auto Insurance
02.2024 - Current
Team Leader
IntouchCX
09.2020 - 11.2023
Bartender Shift Lead
Saltgrass Steakhouse
01.2018 - 09.2020
High School Diploma -
Freedom High School
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