Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Matthew Sypowicz

Anna,TX

Summary

Experienced call center leader with 8 years in Federal Student Loan industry, known for a servant leadership style that has led to multiple team success. Proven ability to lead teams of 48 and drive improvements in first call resolution and, schedule adherence, and call abandonment rate. Skilled in project management, team leadership & mentorship, and budget oversight] and experienced in cross-functional collaboration. Passionate about development, improving the customer experience, while providing value to the stakeholders and the organization.

Overview

8
8
years of professional experience

Work History

Supervisor II

Nelnet Inc
06.2021 - 04.2025
  • Supervised and developed a team of 48 Advisors, fostering professional growth through personalized coaching and tracking performance against KPIs
  • Analyzed performance and service trends to identify root causes and proactively mitigate team and department-level issues, resulting in improved customer experience metrics
  • Led a cross-functional initiative to enhance training programs, increase customer satisfaction and support software implementation and integration CRM platform upgrades
  • Achieved top 2 ranking among all supervisors in quarterly performance metrics for 12 consecutive quarters, based on customer satisfaction, adherence, and team productivity
  • Created and enforced compliance plans aligned with deferral loan servicing standards and internal policies, reducing audit risk and ensuring operational integrity
  • Mentored multiple advisors who were promoted to Solution Specialist and Recruitment roles, and many others
  • Demonstrating strong team development and succession planning capabilities.

Solution Center Specialist I

Great Lakes Educational Loan Services Inc
Plano, TX
09.2018 - 06.2021
  • Maintained a Customer Satisfaction rate of 98% or better for 3 years in the position
  • Processed and researched reports of unauthorized payments and assisting with law enforcement when needed
  • Handle escalated calls with a 95% de-escalation rate
  • Provided training to new Solution Center Agents in de-escalation skill and other customer service soft skill as well as learning the software needed to be successful
  • Provided feedback to supervisors and coaching opportunities for their agents when handling customer complaints
  • Selected for the Leadership Development Program in 2019 and Leading with Resilience in 2020
  • Maxed performance bonuses every quarter, based on KPI and Customer Satisfaction scores.

Contact Center Agent

Great Lakes Educational Loan Services Inc
Plano, TX
03.2017 - 09.2018
  • I achieved top 5% ranking among all agents during the 18 months I was an agent, by exceeding KPI expectations for the call center
  • Excelled in customer service with a customer service satisfaction score of 100%
  • Mentored new hires during their training and assisted in their transition to taking calls
  • Mentored agents in Military, Consolidation, and loan forgiveness programs
  • Maxed performance bonuses every quarter, based on KPI and Customer Satisfaction scores.

Education

Bachelor of Science - Management

Colorado Technical University
November 2025

Skills

  • Leadership & Strategy: Call Center Operations Strategic Planning Budgeting & Staffing Cross-Functional Collaboration
  • Performance & Optimization: KPI Development Service Level Management First Call Resolution Process Improvement
  • Team & Talent Development: Employee Training Team Building Coaching & Mentorship Conflict Resolution
  • Customer Focus: Customer Experience (CX) Relationship Management Escalation Handling
  • Technical & Tools: Vendor Management Reporting & Analytics CRM Tools

Affiliations

Leadership Development Program Emerging Leaders Steps to Supervisory Success Leading with Resilience Pinnacle Performance Leadership Navigator for Corporate Leaders

Timeline

Supervisor II

Nelnet Inc
06.2021 - 04.2025

Solution Center Specialist I

Great Lakes Educational Loan Services Inc
09.2018 - 06.2021

Contact Center Agent

Great Lakes Educational Loan Services Inc
03.2017 - 09.2018

Bachelor of Science - Management

Colorado Technical University

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