Matthew Farler

Experience

• 

  WDS, A Xerox Company

  Jun 2012 - Mar 2014

  • Supervised a team of 12 to 18 Experience Specialists who provided solutions for wireless products and the companies that make and service them.• Spearheaded Subject Matter Expert project that communicated trending issues/concerns to Google client • Onboarded all new hires for multiple contracts with WDS• Trained a ramp-up of new hires totaling over 300 agents to prepare to “go live” with Google client Created and led Call Quality Workshops using a variety of learning modalities to improve agent skills and troubleshooting approaches ensuring improved customer interactions and reduced product returns.

  • Customer Care Supervisor

    Jun 2013 - Mar 2014

  • Team Trainer

    Mar 2013 - Aug 2013

  • Quality Assurance Analyst

    Jun 2012 - Mar 2013
• 

  DocuSign

  Apr 2014 - now

  Building and developing Quality Assurance programs for DocuSign’s Customer Support Department Provides customer service and Enterprise-level tech support for DocuSign product

  • Principal Product Trainer

    Aug 2023 - now

  • Product Trainer

    Jan 2019 - now

  • Quality Program Manager

    Mar 2017 - now

  • Quality Lead

    Apr 2015 - Mar 2017

  • Tier II Customer Support Representative

    Apr 2014 - Apr 2015