Matthew Goodman

Experience

• 

  Encore Capital Group

  Aug 2006 - Dec 2017

  Supervisor

  Servant leader at call center operations. Leading through change daily with emphasis on customer satisfaction. Coaching with focus on pushing personal comfort zone. We only get better when we challenged from our normal. Production based guidance and encouragement to achieve daily goals.

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  CentraCare Health

  May 2018 - now

  Manager IS Service Management

  Servant manager with a focus on the customers experience through service excellence. It's not what we do, but how we make them feel. Service Excellence is delivering above customer expectations and my teams drive and deliver that experience for customers. ITSM with data driven decisions that heighten service delivery to internal operations in a more efficient and enriched environment. Built a multi-tiered Service Desk from the ground up supporting over 13,000 staff internal staff over 100 locations. Moreover, built a culture throughout the team resulting in a high functioning, trust centered group focused on individual and team success. Change management enthusiast with years of experience of leading though all types and levels of change. Six Sigma Green belt, ITIL 4 Foundation, and CAPM certified. Show less