Rico Mathis
Charlotte NC (Open To Relocation)
Summary
Adaptable professional with a diverse background in sales, customer service, and management. Transitioned into talent acquisition with a strong determination and drive for success. Continuously pursues opportunities to enhance both hard and soft skills, positioning myself as a highly desirable candidate within the business sector. Committed to upholding a standard of excellence in all aspects of my work.
Overview
14
14
years of professional experience
Work History
Talent Acquisition Partner
Sealed Air Corp
06.2021 - Current
- Develop innovative sourcing strategies to attract highly qualified candidates within specified timelines
- Built relationships with HR Partners and Hiring Managers to identify hiring needs, execute effective recruiting strategies, and provide comprehensive support and knowledge in talent acquisition activities
- Manage end-to-end recruitment processes, including sourcing, screening, assessing, selecting candidates, negotiating, and presenting offers, and finalizing hires
- Coordinate all candidate communication, ensuring timely feedback, screening, onboarding, and a positive candidate experience
- Collaborate with stakeholders to develop and implement creative strategies for talent attraction and assessment
- Leverage various recruitment channels, including internal and external job resources, social media, employee referral programs, lead generation sources, alumni networks, professional associations, conferences, and events
- Provide training and support to hiring managers and HR personnel
- Develop and conducted training for managers on effective utilization of behavioral interview guides, ensuring consistency in candidate assessment based on qualifications, technical skills, cultural fit, and role eligibility
- Partner with HR, Compensation, and Hiring Managers to create competitive offers for candidates
- Work closely with HR and Hiring Managers to deliver timely post-screen and post-interview feedback to candidates.
Customer Service Supervisor
Sealed Air Corp
04.2020 - 06.2021
- Led change management programs effectively
- Managed, coached, and supervised teams to deliver exceptional customer experiences
- Facilitated professional development opportunities for customer service staff members to enhance performance and career growth
- Provided direction to customer service personnel, emphasizing the commitment to exceeding customer needs and upholding Sealed Air's World Class Customer Service vision and culture
- Reinforced SEE core values, strategic initiatives, and code of conduct within the customer service team
- Collaborated with divisions and functions to foster innovative collaboration, driving successful business improvement and innovation initiatives in support of corporate goals
- Led global initiatives in the region, including Voice of the Customer, Business Continuity, Customer Service Excellence (CSE) training, and Reward & Recognition programs
- Utilized global KPIs for Customer Services to coach and train CSPs for continuous performance improvement
- Conducted cross functional monthly audits.
Lead Customer Service Partner
Sealed Air Corp
04.2018 - 04.2020
- Communicated daily with sales representatives and customers to manage order expectations, pricing discrepancies, stock availability, and expedited deliveries
- Recorded and resolved customer complaints to ensure complete satisfaction
- Implemented process improvement techniques and problem-solving strategies for effective resolution of emergent situations
- Processed 35-40 sales orders daily using SAP software
- Educated and assisted customers regarding material lead time, availability, order tracking, and pricing confirmations.
Customer Service Representative/ Inside Sales
Coca-Cola Bottling Company Consolidated
11.2016 - 04.2018
- Responded promptly to customer inquiries and resolved complaints through phone and electronic communication
- Managed customer database accounts, performed verifications, and processed applications, orders, and requests
- Served as a liaison between departments, ensuring current information on account status and favorable resolutions for sales generation and customer retention
- Coordinated with internal departments to address customer requests and unresolved issues
- Maintained detailed records of customer interactions, transactions, inquiries, and complaints.
Order Management Supervisor
Time Warner Cable Business Class
07.2014 - 11.2016
- Assisted order management reps with answering questions and/or providing coaching to ensure reps understood troubleshooting, all products and services, and had strong knowledge of policies and procedures
- Assisted with construction processes within the Order Management department and engaged Market Development to streamline processes
- Managed day-to-day execution of project implementations
- Assisted with Salesforce.com training to improve reporting and assignment responsibilities
- Interacted with multiple systems and software such as ICOMS, Salesforce, Kronos, and Microsoft Office
- Maintained production while taking every opportunity to learn new and existing processes from other work groups
Order Management Representative Lead
Time Warner Cable Business Class
06.2013 - 07.2014
- Successfully delivered a positive customer experience while negotiating installation appointments to accommodate customer’s requests
- Input service requests into ICOMs billing system 60-100 request per day, while maintaining weekly scorecard of exceeds expectations and production above 110%
- Assisted with training new Order Management Representatives on procedures and job responsibility, also provided backup assistance for leadership by providing support to agents that need assistance that are at different locations than management
- Verified contracts and paperwork to ensure company standards are met by sales team
- Served as a project coordinator, as needed, for customers with unique request and/or multi-site locations.
Customer Service Representative
Time Warner Cable
03.2009 - 01.2012
- Handled customer inquiries, billing questions and payment extensions
- Managed a high-volume workload within a deadline-driven environment to produce sales
- Demonstrated sense of urgency in busy call center environment with 60-90 calls per day
- Possessed exceptional ability to build productive relationships; resolve complex issues and win customer loyalty
- Outstanding problem solving and active listening skills; able to diffuse difficult customer situation with tact and ease
- Acknowledged for unwavering commitment to provide exceptional customer service
Education
Diploma - undefined
Olympic High School
Skills
- COMPUTER SKILLS: Microsoft Office Suites
- Icoms, SAP, Salesforce, Kronos, ADP, Power BI, LinkedIn and Indeed
- Applicant Tracking Systems: Greenhouse & Workday
- Equal Employment Opportunity (EEO)
- Strategic Sourcing
- Technical Industry Knowledge
Additional Information
- AWARDS: , 2020 & 2021 World Class Customer Service Winner MVP Nomination Q4 2014 Winners Circle for Top Sales East Region – 2011 & 2012
Timeline
Talent Acquisition Partner
Sealed Air Corp
06.2021 - Current
Customer Service Supervisor
Sealed Air Corp
04.2020 - 06.2021
Lead Customer Service Partner
Sealed Air Corp
04.2018 - 04.2020
Customer Service Representative/ Inside Sales
Coca-Cola Bottling Company Consolidated
11.2016 - 04.2018
Order Management Supervisor
Time Warner Cable Business Class
07.2014 - 11.2016
Order Management Representative Lead
Time Warner Cable Business Class
06.2013 - 07.2014
Customer Service Representative
Time Warner Cable
03.2009 - 01.2012
Diploma - undefined
Olympic High School
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