Matthew Sainz
Orlando,USA
Summary
Experienced call center professional with a strong grasp of work culture. Thrives in fast-paced environments, excelling in meeting deadlines, implementing strategies, collaborating, and fostering development. Demonstrated ability to effectively interact with diverse personalities, overseeing 18-22 direct reports in current role. Holds high standards for professionalism and believes in the power of effective communication, strategic planning, progress tracking, and recognizing contributions to achieve goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Guest Contact Center Supervisor
Universal Orlando Sales and Marketing
Orlando, FL
08.2018 - Current
- Lead a team to execute key performance metrics targets
- Collaborate with leadership in analyzing data to identify opportunities for improvements that influence productivity and customer service satisfaction
- Develop Team Members to create revenue-enhancing strategies, ensuring department policies are being adhered
- Share Manager on Duty responsibilities including taking over guest escalation issues, answering team member questions, taking guest compliments, and working with security
- Evaluates and conducts team member development plans and the company's annual performance appraisals
- Support administrative responsibilities for the department including Team Member schedules, timecards, and attendance resolutions
Workforce Analyst at the Guest Contact Center
03.2017 - 07.2018
- Continuously monitors service levels performances and resolve staffing issues
- Oversee weekly scheduling by forecasting call volume
- Monitor performances, provide support and direction to team members
- Maintains and modifies associate schedules once released based on unplanned events or activities
- Collects daily data to analyze long-range planning, monthly forecasting
- Examines productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 session, breaks/lunches
Workforce Analyst/ Command Center Analyst
United Healthcare Group
Orlando, FL
08.2013 - 12.2016
- Achieving service level goals while coming under billable hours
- Facilitate monthly meetings with Clients and Operations Deliver reports as expected requirements ensuring breakdowns of trends
- Monitor schedule adherence, variance, headcount analysis, real-time performance, and capacity planning
- Participate in client calls
- Detailing previous and current week's performance and forecasted performance
- While providing feedback, and data, and offering changes to be more efficient
- Ensure that staffing is aligned including increase/decrease in offline activities
- Monitoring agents real-time to ensure they are in adherence
Customer service Rep/ Team Lead
SunTrust Bank
Orlando, FL
10.2010 - 06.2012
- Handled inbound service calls from clients, while looking for sales opportunities for personal banking products and services
- Assisting in Managing client's profiles
- Educate clients on products, and services to accommodate their needs
- Assist client following appropriate SunTrust procedures and policies
- Met regularly with the team to monitor and evaluate the calls, discuss policy issues, and recommend customer service improvements
- Proactively conducted opportunity analysis by keeping abreast of market trends/competitor moves and providing key findings to senior management
- Guided and motivated the team to achieve a common goal
Education
Associate Art Degree - General Studies
Valencia Community College
Orlando, FL01.2016
Skills
- Sales Expertise in Call Center Environment
- Hosting meetings webinars
- Skills in complex problem-solving, critical thinking, and decision-making
- Experience with MS Outlook, Word, Excel, PowerPoint, Outlook, Mainframe, Nice IEX, and Avaya
- Analytical skills, forecasting, scheduling, performance tracking, and reporting
- Workforce Management
- Quality Assurance
- Expense Tracking
- Team Building Leadership
- Strategic Planning
- Quality control optimization
- Report Writing
- Employee Motivation
Club 52 Volunteer Member
- Club 52 is an exclusive group of dedicated Universal Orlando Team Member volunteers who have volunteered at least 52 hours within the calendar year.
Certification
- The 7 Habits For Mangers
- Performance Management: Setting Goals and Managing Performance
- Having Difficult Conversations
- Coaching in Action for Leaders and Managers
- How to Sell on Value, Not Price
Timeline
Guest Contact Center Supervisor
Universal Orlando Sales and Marketing
08.2018 - Current
Workforce Analyst at the Guest Contact Center
03.2017 - 07.2018
Workforce Analyst/ Command Center Analyst
United Healthcare Group
08.2013 - 12.2016
Customer service Rep/ Team Lead
SunTrust Bank
10.2010 - 06.2012
Associate Art Degree - General Studies
Valencia Community College
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