Sean Matthews

• Manage a team of 10 total taxi drivers in ST George and Cedar City.
• Managed the day to day taxi operations of the Taxi departments on both St George and Cedar City.
• Built Relationships with the Washington County School District to help transport students in need of transportation to and from school.
• Built relationships with Medical transport companies to help transport patients to and from their appointments

• Ensure that all computer equipment is operating properly. This includes computers, WI-FI in both the office and on our charter buses, and the Phone System

• Managed daily operations of call center to ensure efficient workflow.
• Supported team members by addressing questions and providing guidance on processes.
• Monitored calls to identify areas for improvement in service delivery.
• Collaborated with supervisors to develop strategies for enhancing customer satisfaction.
• Documented customer feedback to improve service protocols and team performance.
• Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
• Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
• Effectively resolved escalated customer complaints through proactive problem-solving techniques.

• Led customer service team to enhance satisfaction through effective training and support initiatives.
• Analyzed customer feedback data to identify trends and drive strategic decision-making for service enhancements.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Supervise employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Conduct weekly Customer Service meetings with the Department Managers. We go through surveys, and discuss, as a team, any complaints that arise, and how they were resolved. We also discuss the compliments that we receive so that we know that we are moving in the right direction.

AllConnect is an inbound call center that helps customers set up TV, Phone, and internet services for new home owners. I started on the sales floor for the first 6 years, and then moved to the Lead Trainer for my last year. I would hold 4 week training courses for up to 20 new agents at a time looking to work on our sales floor.

• Led cross-functional teams to deliver projects on time and within budget.
• Monitored project progress and adjusted plans as necessary to ensure alignment with goals.
• Cultivated relationships with vendors and contractors to ensure reliable service delivery.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
• Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
• Traveled to the locations, tested door alarms, cameras, keypads, and software to ensure that everything was working properly.
• Provided the training for the owners and employees, and answered any question that they may have