Matthew Crowell
Olathe,KS
Summary
Results-driven professional seeking position as Call Center Manager. Focused on performance and flexible with specific needs of different assignments. Collaborates professionally with individuals from broad array of backgrounds and cultures.
Overview
17
17
years of professional experience
Work History
Special Accounts Manager
Centrinex
Lenexa, Kansas
07.2020 - Current
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Created and implemented new business opportunities by utilizing strategic networking strategies.
Operations Manager
Centrinex
Lenexa, United States
03.2015 - 07.2020
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for [Timeframe] shifts, taking into account customer traffic and employee strengths.
Supervisor
Centrinex
Lenexa, United States
08.2008 - 03.2015
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored work flow for over 250 employees.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Interviewed, hired and trained new employees for production positions.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
- Provided supportive link between external customers and internal operations.
- Performed annual evaluations and reviews for large staff of employees.
Call Center Representative
Centrinex
Olathe, United States
06.2005 - 08.2008
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Brea-Olinda High School
Brea, CA06.1999
Skills
- Payment Processing
- Renewals Management
- Team Recruiting and Onboarding
- Financial Transactions
- Profitability Assessments
- Customer Trend Analysis
- Customer Complaint Resolution
- Product Knowledge
- Customer Satisfaction
- Customer Inquiries
Timeline
Special Accounts Manager
Centrinex
07.2020 - Current
Operations Manager
Centrinex
03.2015 - 07.2020
Supervisor
Centrinex
08.2008 - 03.2015
Call Center Representative
Centrinex
06.2005 - 08.2008
High School Diploma -
Brea-Olinda High School
Similar Profiles
Hailey WingHailey Wing
Collector at CentrinexCollector at Centrinex
Krystal KingKrystal King
Client Service Representative 4 at CentrinexClient Service Representative 4 at Centrinex
Lakeice DavisLakeice Davis
Customer Service Representative Lead at CentrinexCustomer Service Representative Lead at Centrinex
Aviana HerreraAviana Herrera
Loan Specialist at CentrinexLoan Specialist at Centrinex
Sam FicarrottaSam Ficarrotta
Director of Customer Care and Training at Intercontinental Exchange Inc.Director of Customer Care and Training at Intercontinental Exchange Inc.