Overview
Work History
Skills
Summary
Work Availability
Work Preference
Timeline
Hi, I’m

Matthew Epperson

Burleson,TX
Matthew Epperson

Overview

30
years of professional experience

Work History

Main Street Market/Sunmart

Cashier/Maintenance
08.2024 - Current

Job overview

  • Led training for cashiers, maintenance workers, and hybrid positions, enhancing team efficiency and performance.
  • Successfully managed onboarding of new employees post-management change, improving team integration and productivity.
  • Developed comprehensive training materials for overnight positions, standardizing processes and ensuring consistent quality.

Sam's Club

Front End Lead
02.2024 - 05.2024

Job overview

  • Led front end employees and operations, enhancing team efficiency and performance, as measured by improved productivity.
  • Maintained cash security and performed store closing duties, ensuring accurate financial handling and compliance with company policies.
  • Assisted with new employee onboarding and coached associates on performance and policies, improving team integration and reducing onboarding time.

Sprint/T-Mobile

Executive Services Specialist
11.2018 - 08.2023

Job overview

  • Resolved customer concerns efficiently and satisfactorily for all parties, demonstrating effective communication skills and ability to work under pressure, achieving a high customer satisfaction rate.
  • Provided responses on behalf of the executive team, including the CEO, ensuring accurate and timely communication, which improved resolution times.
  • Assisted customers via social media, email, and telephone with concerns escalated to the executive level, showcasing proficiency in handling complex issues and maintaining high service standards.

Verizon

Tech Expert
04.2010 - 09.2018

Job overview

  • Assisted cellular customers with concerns regarding account, billing, service, and equipment, achieving a high customer satisfaction rate by providing timely and effective resolutions.
  • Led new employee onboarding and recurrent training sessions, enhancing team integration and performance, as measured by reduced onboarding time.
  • Oversaw floor operations during leadership meetings, ensuring smooth workflow and adherence to company policies, resulting in improved operational efficiency.

Ryla Teleservices

Supervisor, Verizon Project
01.2009 - 02.2010

Job overview

  • Supervised a team of 12-15 representatives, assisting cellular customers with account, billing, service, and equipment concerns, achieving a high customer satisfaction rate by providing timely and effective resolutions.
  • Maintained employee documentation, including attendance/adherence reports, performance reports, and disciplinary actions, ensuring accurate record-keeping and compliance with company policies.
  • Coached and guided representatives on performance, attendance/schedule adherence, and policy adherence, improving team integration and performance, as measured by reduced onboarding time and enhanced efficiency.

EnfoTrust Networks/Reflexis Inc

Call Center Director
09.2005 - 08.2008

Job overview

  • Managed a center of 50 representatives split over four teams, enhancing team performance and efficiency.
  • Developed and implemented center processes, policies, and metrics during expansion, improving operational efficiency.
  • Coached and guided Team Leads in team supervision, resulting in improved team integration and performance, as measured by reduced onboarding time.

Skills

  • Complaint resolution
  • Scheduling
  • Customer relations
  • Technical troubleshooting
  • Report creation
  • Microsoft outlook
  • Call center operations
  • Complaint handling
  • Client relations
  • Escalation management
  • Tactful and diplomatic
  • De-escalation techniques
  • Service standard compliance
  • Calm demeanor
  • Executive management support
  • Microsoft Office Suite
  • Senior leadership support
  • Staff training
  • Decision-making
  • Call center experience
  • Conflict mediation
  • Customer relationship management (CRM)
  • Verbal and written communication
  • Problem-solving
  • Microsoft office expertise
  • Call center procedures

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Availability
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefits401k match

Timeline

Cashier/Maintenance

Main Street Market/Sunmart
08.2024 - Current

Front End Lead

Sam's Club
02.2024 - 05.2024

Executive Services Specialist

Sprint/T-Mobile
11.2018 - 08.2023

Tech Expert

Verizon
04.2010 - 09.2018

Supervisor, Verizon Project

Ryla Teleservices
01.2009 - 02.2010

Call Center Director

EnfoTrust Networks/Reflexis Inc
09.2005 - 08.2008

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