Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Timeline
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Matthew Green

Canton

Summary

Dynamic leader with a proven track record in the electric utilities industry, excelling in strategic planning and performance management. Achieved a 33% productivity increase by fostering a culture of continuous improvement. Skilled in budget management and cross-functional collaboration, driving operational efficiency and enhancing customer satisfaction through visionary leadership.

Overview

24
24
years of professional experience

Work History

Director, Customer Care Centers

FirstEnergy
Akron
03.2022 - 04.2025
  • Provided strategic leadership of three domestic call centers with a combined staff of more than 700 professionals.
  • Reported to the VP of Customer Care, and was responsible for operational performance, employee training and development, and managed a $43M annual operating budget.
  • Developed, implemented, and executed a strategic plan to improve call center performance, customer satisfaction, and operational efficiency.
  • Fostered a culture of continuous improvement to deliver productivity and efficiency gains of 33% in the first year.
  • Led the implementation of an enhanced performance management program driven by performance metrics and scorecards.
  • Improved quality ratings from approximately 45% to 87% through a culture of coaching that recognizes positive performance and provides support for improvement.

Manager, Customer Experience Technology

FirstEnergy
Akron
08.2019 - 03.2022
  • Led a team of skilled analysts to provide technical support and triage to the Customer Experience core systems for the call center operation.
  • Collaborated with other managers across the organization to develop strategies that support call center performance and align with company objectives.
  • Measured and reviewed performance via KPIs and metrics.
  • Oversaw staff training and development programs, equipping employees with necessary skills and knowledge.
  • Analyzed data to identify trends in customer service issues, staffing needs to make informed decisions regarding operations.
  • Ensured compliance with applicable laws and regulations related to operations.

Manager, Vendor Services

FirstEnergy
Akron
03.2018 - 08.2019
  • Responsible for tracking, reporting, and forecasting customer account arrears and bad debt expense in excess of $85M annually.
  • Managed annual budgeting and forecasting, optimizing resource allocation for the third-party collection agency program.
  • Managed vendor relationships with a network of third-party collection agencies by negotiating contracts, and ensuring timely delivery and performance of services.
  • Negotiated contracts with vendors to secure favorable terms and pricing.

Manager, Business Services

FirstEnergy
Akron
11.2012 - 03.2018
  • Analyzed back-office transactional business performance data and forecasted results for upper management.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Established processes to ensure efficient workflow throughout the Retail Operations organization.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Developed and implemented strategic plans to achieve company objectives.

Manager, Business Analytics

FirstEnergy
Akron
04.2011 - 11.2012
  • Evaluated business operations compliance with regulatory and internal standards.
  • Improved overall business process management by executing, measuring and monitoring new systems.
  • Developed and implemented process improvements to increase production efficiency.
  • Performed gap analysis to determine differences between current state and desired future state processes.
  • Recommended technology solutions that automate manual tasks or streamline operations.

Manager, Supply Chain Planning

FirstEnergy
Akron
09.2008 - 04.2011
  • Developed, implemented, and managed a strategic sourcing plan for generation, transmission, distribution, and corporate support organizations.
  • Collaborated with cross-functional teams to identify opportunities for cost savings and process improvements in the supply chain.
  • Implemented new or improved supply chain processes to enhance efficiency or performance.
  • Created detailed reports on forecasting accuracy and inventory analysis for management review.
  • Implemented clear and effective planning strategies to meet supply chain needs, meet demand and optimize distribution.

Senior Business Analyst

FirstEnergy
Akron
07.2007 - 09.2008
  • Developed detailed project plans outlining tasks, deadlines and resources needed for successful implementation of projects.
  • Conducted gap analysis between current state processes and desired future state processes.
  • Prepared cost and benefit analyses to support decision-making regarding potential solutions.
  • Monitored project progress using metrics such as timeline, budget, resources utilization.
  • Managed and led meetings and workshops with multiple departments to solidify requirements.

Manager

UCG Solutions, LLC
Burbank
08.2006 - 07.2007
  • Provided consulting services to electric utility clients in the areas of operations, finance, marketing, IT, and strategy development.
  • Created financial models for forecasting revenue and expenses.
  • Identified operational inefficiencies in existing systems and processes, developed recommendations for improvement plans.
  • Collaborated with stakeholders to develop effective strategies for client engagements.

Experienced Consultant

BearingPoint
Chicago
07.2002 - 08.2006
  • Reviewed established procedures to assess areas in need of improvement.
  • Assisted leaders in understanding how to successfully oversee and improve processes.
  • Facilitated workshops with stakeholders from various departments or divisions.
  • Assisted with the development of forward-thinking and effective operational policies to address changing needs.
  • Conducted interviews with key stakeholders to understand business needs and objectives.

Experienced Consultant

Andersen Business Consulting
Chicago
06.2001 - 07.2002
  • Assisted in preparing business cases to justify proposed solutions or investments.
  • Reviewed existing processes and procedures within organizations and identified opportunities for improvement.
  • Researched industry trends and competitor analysis for clients.

Education

MBA - Finance

University of Akron
Akron, OH
05-2002

Bachelor of Science -

Miami University
Oxford, OH
12-1997

Skills

  • Strategic planning
  • Performance management
  • Budget management
  • Customer service
  • Continuous improvement
  • Cross-functional collaboration
  • Analytical thinking
  • Decision-making
  • Visionary leadership
  • Labor relations

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company Culture

Timeline

Director, Customer Care Centers

FirstEnergy
03.2022 - 04.2025

Manager, Customer Experience Technology

FirstEnergy
08.2019 - 03.2022

Manager, Vendor Services

FirstEnergy
03.2018 - 08.2019

Manager, Business Services

FirstEnergy
11.2012 - 03.2018

Manager, Business Analytics

FirstEnergy
04.2011 - 11.2012

Manager, Supply Chain Planning

FirstEnergy
09.2008 - 04.2011

Senior Business Analyst

FirstEnergy
07.2007 - 09.2008

Manager

UCG Solutions, LLC
08.2006 - 07.2007

Experienced Consultant

BearingPoint
07.2002 - 08.2006

Experienced Consultant

Andersen Business Consulting
06.2001 - 07.2002

MBA - Finance

University of Akron

Bachelor of Science -

Miami University

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