Excel
Matthew Urvanejo
Advanced Technical Support
Tucson,AZ
Summary
Highly dependable, seasoned worker with 7 years of successful experience managing reports for several departments, and 5 years of team management. Special talent for utilization of data to identify gaps and create a plan of action to close it. Known for accepting additional responsibilities to better assist operations, while still maintaining a high standard of excellence in core daily assignments.
Overview
12
12
years of professional experience
Work History
IT Helpdesk
Verifone
06.2022 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Consitently ended every quarter above targets for customer satisfication, first call resolution, as well as for quality
- Assisted with multiple new hire classes, providing real time support during nesting periods; enabling proper and efficient resolution to customer requests
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
AT&T L3 Support Operation Supervisor-L2 Leadership
STI
09.2019 - 11.2020
- Managed multiple teams for AT&T third tier customer support to digital assistance, specializing in support for issues to online accounts
- All issues pertaining to area of expertise were owned by department; team split into two sections with one handling single call resolution and the other working customer concerns requiring additional work
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Established and updated work schedules to account for changing staff levels and expected workloads
- Monitored employee and customer interactions to assess quality of service
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities
- Created and distributed auto-updating reports that displayed a team lead's last day spent developing their agent and the topic covered
- Improved customer satisfaction scores by developing leadership's ability to demonstrate application of superior conflict resolution and problem-solving skills to their agents
- Weekly client conferences evaluating agent performance by selecting recordings to review and show applied teachings along with the timeline of development for the agent that led to their current ability
AT&T Sales Operation Supervisor-L2 Leadership
STI
01.2019 - 09.2019
- Advanced productivity KPIs to achieve key business goals and objectives
- Identified procedure or process changes required to improve performance and implemented training across entire platform to achieve results
- Evaluated team lead performance and productivity, provided feedback and implemented corrective actions
- Conducted root cause analysis in deficient areas to identify and resolve issues
- Managed internal operational standards and productivity targets
- Created and implemented internal tracking for team interactions to allow all leadership to quickly identify gaps in agent development and close them
- Managed time sheets of up to 125 employees and ensured all agent hours were correctly logged
AT&T Sales Team Manager
Synchronoss/STI
04.2017 - 01.2019
- Identified gaps in agent inbound performance and through consistent and effective coaching tactics, would improve agent KPIs to meet both the client and company standards
- Developed agents for the next level of leadership by giving high but attainable targets and creating a plan of action to reach them. As a result, my team had the highest rate of upper mobility in the program across all US based sites
- Promptly and thoroughly examined all new resources and procedures to ensure proper support could be provided to both the agents and customers. Any issue found was quickly addressed through internal work ticket submissions and communication with the Service Delivery department
Frontier Team Manager
Coworx/Synchronoss
04.2016 - 06.2017
- Identified gaps in agent inbound performance and offline performance and through consistent and effective coaching tactics, site performance never dropped below the client's target
- Trained and continued development of agents on expanded responsibilities as the platform took on new service requests from the client
- Hosted all client calibrations for the platform
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs
Frontier Quality Coach
Coworx
04.2016 - 06.2016
- Delivered 1 on 1 coaching with agents in regards to quality scores in an effort to maximize their results and saw an increase in site level performance month over month
Quality Reporting
Coworx
05.2014 - 04.2016
- Created and maintained quality driven reports for several departments to track their client driven metrics at an agent, team, site, as well as program level
- Automated several existing reports that were previously all manually worked. By creating VBA Macros for these reports, the time needed to complete them was reduced by several hours and allowed the team to take on additional responsibilities without requiring additional staffing
- Created VBA driven coaching forms that allowed leadership to quickly document their interactions with their team and automatically uploaded to internal storage in a uniform format
Quality Analyst
Coworx
06.2013 - 05.2014
- Ensured agents followed proper call procedure as given by the client, and provided feedback material when opportunities were identified
- Worked with Operation leadership to quickly identify and close gaps in agent resources before it could impact the program
- Awarded employee of the month three times with 350 agents on site
Education
Chemical Engineering
University of Arizona
01.2005 - 2007.01
Skills
Strategic Planning
Communication
Conflict Resolution
Leadership
Time Management
Active Listening
Computer Skills
Software
One Note
Office Teams
Powerpoint
Microsoft Word
Outlook
Access
Google Drive
Timeline
IT Helpdesk
Verifone
06.2022 - Current
AT&T L3 Support Operation Supervisor-L2 Leadership
STI
09.2019 - 11.2020
AT&T Sales Operation Supervisor-L2 Leadership
STI
01.2019 - 09.2019
AT&T Sales Team Manager
Synchronoss/STI
04.2017 - 01.2019
Frontier Team Manager
Coworx/Synchronoss
04.2016 - 06.2017
Frontier Quality Coach
Coworx
04.2016 - 06.2016
Quality Reporting
Coworx
05.2014 - 04.2016
Quality Analyst
Coworx
06.2013 - 05.2014
Chemical Engineering
University of Arizona
01.2005 - 2007.01
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