Matthew Greenway

Determined and detail-oriented employee with a dedication to consistency and accuracy. Familiar with handling multiple projects in fast paced environments. Solid interpersonal and collaboration skills.

• I defined and implemented a standardized process for evaluating T1 agents and their eligibility for being shadow trainers. This includes the evaluation itself and the documentation of scores, notes, status, and when agents should be evaluated.
• I created a coaching log where we document situations that would have normally been failures though allow enough wiggle room to coach on a scenario rather than document it as a QA failure.
• I worked alongside my partner to bring an entire team onboard to a new product offering. We assisted in training low level employees though more importantly, we trained supervisors and trainers on all processes related to Quality Assurance and coaching of employees so they align with the companies overall goals.