Matthew Huffman
Springfield,MO
Summary
To lead an outstanding team that puts customer satisfaction and employee success on the same level as meeting the company’s expectations, while fostering a winning culture from the top down and bottom up.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sales Manager I/Trainer
TTEC-ADT
05.2017 - Current
- Sales Manager for a team of 20 agents for New Sales, Existing Customers and Relocations in an inbound call environment. Normally given the newest agents as coaching to goals is the primary objective due to training background. Met or exceeded team and project goals during tenure. Led site in team reliability for thirteen straight months, key to client billing. Cover Manager for Business Integration, Workforce, and Training when Department Manager is not available.
Sr Team Lead/Facilitator
TTEC-Intuit
01.2015 - 05.2017
- Team Lead and Facilitator during Peak Seasons. Exceeded goals for NPS and client metrics for team. Proven agent management strategies led to top team on site and top eight for multi-partner project during peak season. Extensive use of multiple computer systems to coordinate with client needs, including training metrics, Quality Assessments of customer interactions, payroll, and monthly action plans. Fraud Specialist for Springfield Site.
Inbound Advisor
Expedia
07.2014 - 11.2014
- Inbound Phone Agent for customer relocations and billing questions.
Inbound Loyalty Services
JPMChase
01.2011 - 06.2014
- Escalation Representative for Card Services issues. Main goal to retain card members by education of benefits. Quickly and efficiently solved customer challenges with integrity while maintaining company’s best interest. Knowledge of multiple lines of business throughout Card Services.
Head Bartender/Asst to GM
Hickory Hills Country Club
11.2005 - 06.2010
- Ordering/Purchasing for Front of House/Bar Inventory. Head Bartender for Three Years, Assistant to General Manager for Two Years, which included handling member concerns with staff or service issues. Pool Manager during season for Two Years. Front of House employee scheduling. Fine Dining Trainer. Responsible for POS systems and their programming for menus.
Education
Associate of Arts - Hospitality Management
Ozarks Technical College
Springfield05.2010
Business Management Major with Computer Information Systems Minor
Missouri State University
Springfield, MO12.1997
Skills
- Personnel Management
- Coaching to Objective
- Sales Management
- Facilitation
- Customer Service
- Microsoft Office/Outlook
Certification
- Team Lead 101
- Trainer 101
- Sales Manager 101 for Coaching
- Sales Manager 201 for Financials/Forecasting
Timeline
Sales Manager I/Trainer
TTEC-ADT
05.2017 - Current
Sr Team Lead/Facilitator
TTEC-Intuit
01.2015 - 05.2017
Inbound Advisor
Expedia
07.2014 - 11.2014
Inbound Loyalty Services
JPMChase
01.2011 - 06.2014
Head Bartender/Asst to GM
Hickory Hills Country Club
11.2005 - 06.2010
Associate of Arts - Hospitality Management
Ozarks Technical College
Business Management Major with Computer Information Systems Minor
Missouri State University