Matthew Garrette

Experience

• 

  AT&T

  Mar 1997 - now

  I am currently a supervisor for AT&T DIRECTV Multi Dwelling Units division. • Primary duties are to assist front line representatives with call handling. My team handles customer care for DIRECTV contracts. We maintain DIRECTV service multi dwelling apartments and corporate accounts that subscribe to DIRECV. My division handles all levels of client care including troubleshooting, ordering of new service, billing concerns and retention • I run a sales and service of anywhere from 8-20 representative. I handle management duties within the team. This consists of payroll issues, attendance issues, sales performance, monthly appraisal reviews, hiring and termination. Show less I am currently a Team Manager for AT&T DIRECTV Multi Dwelling Units division. I both manage the day to operations of the call center and personally manage a team of 6-15 front line inbound call representatives.• My primary duties are to maintain the day to day operations of the call center. Call center duties include opening/ closing the site, monitoring call interval data to control inbound call traffic, reporting resolving system and/or pc functionality, maintaining the warehouse and inventory of all AT&T equipment for the site, communicating with our sister sites to calibrate call flow traffic, data, trends and employee headcount. I perform all workforce duties for the site including attendance scheduling and illnesses using workforce systems including IEX, Qfinity, Cisco. Kronos scheduler, Myworklife and PLE assignments. • I currently manage a team of 6-15 front line inbound call representatives. Day to day activities include; coaching and development, monthly appraisal, payroll correction, scheduling, discipline, FMLA/ IDSC concerns, team development, hire/fire & bargained union concerns. • I am currently project managing the transition of Multi Dwelling DIRECTV accounts from DIRECTV to AT&T. This includes retooling all current front-line representatives as well as active previous DIRECTV co-managers to the AT&T model. This includes training on the AT&T model/brand/rules and reg, training on the use AT&T network of systems from new log in software to CRM billing systems, integration of AT&T products such as wireless, broadband, VoIP, U-verse, and wireline to new and previously DIRECTV exclusive accounts. I create the training, coach the training, spearhead the development of frontline agents and work with my center manager leaders to create a model for success for the ongoing progression of the center. Show less

  • Team Manager

    Mar 1997 - now

  • Team Lead Manager

    Mar 1997 - now