Matt Berlinger

Experience

• 

  MCI Corporation

  Jan 2004 - Jul 2004

  Business Sales Rep

  Selling local and long distance to land line owners. Rotated to retention bay for one week out of the month.

• 

  Cable One

  Jul 2004 - Apr 2016

  • Recruited, interviewed, hired staff to create a new corporate department with the help of my supervisory team with no supervision from my boss.• Developed myself over the past 4 years to become a better leader by creating my own action plans in my Annual Reviews. Never had a career-planning session with my superior in the 4 year span in this role as the sole departmental manager,• Conceived and managed a centralized dispatch project reducing dispatch headcount from 72 to 44 with a $5.7M annual savings and with an increased efficiency. • Provide action plans to address opportunities for improvement and actively participate in the implementation of these initiatives. • Coach, develop and mentor 4 supervisors responsible for up to 48 dispatchers.• Provide action plans to address opportunities for improvement and actively participate in the implementation of these initiatives. • Create, develop and conduct new-hire orientation along with development of disciplinary documents to assist with continuous employee performance management including the hiring and termination of associates.• Developed and documented new processes to increase efficiencies such as the Field Technician Work Order Error Form enabling field technicians to report errors on work orders increasing efficiencies following feedback and coaching of the order-takers.• Assist division Senior Directors of Operations with customer escalations and process improvements. • Partnered with the Data Center to reduce the number of ‘forced-in work’ from approximately 1200 associates to 242. This realized a significant drop in contact production and increased employee job satisfaction; significantly decreasing employee turnover the last 3 years. • Proficient at resolving Human Resource issues prior to escalation due to trust and respect established with associates. • To date have not been called to an unemployment trial due to complete and comprehensive documentation. Show less Technical Care Center Manager • Coach, develop and mentor up to 15 supervisors to meet expectations, provide action plans to address opportunities for improvement, and actively participate in the implementation of these initiatives.• Developed new performance metrics for supervisors. • Participated in two committees for the Virtual Call Center launch which consolidated 40 call centers into one with a cost savings of $21.5 million annually. • Effectively launched the Feedback Tracker throughout the company, providing a feedback system for over 12 customer facing departments. • Created 2 versions of a test and study guide for senior employees for local offices.• With coaching and development assisted with the promotion of 200+ Customer Care Representatives into new roles such as Tech 1, Quality Assurance, and Dispatch positions. Created a new Tech 1 testing process. • Mentored twelve lead Customer Care Representatives who went to escalated positions; six as Technical Care Center Supervisors; one Trainer; one Tech 2; one dispatch supervisor and one Inbound Sales Center supervisor. • Successfully merged common practices into best practices from the Customer Care Center and Solution Center, formerly contact centers. Show less Customer Service Manager• Coach, develop and mentored up to 15 supervisors to meet expectations; provide action plans for improvement opportunities; and actively participate in the implementation of initiatives.• Performed skip-level management of 12 Customer Care Representatives in order to conduct aggressive career-pathing and development. • Successfully monitored and coached to meet contact center performance metrics.• Conducted one-on-one sessions with center supervisors to build cohesive working relationships while evaluating strengths and weaknesses. • Empowered supervisors to motivate associates to transition from a service to a revenue generating sales environment. • Assist supervisors with difficult customer situations in an efficient and effective manner.• Maintain excellent communications with customers; system management and the corporate office. • Monitor internal electronic communications such as Chat and email. • Performs all projects as assigned by the General Manager.• Continual support of the Customer Care Supervisor Team.• Ongoing training and development of new and incumbent Customer Care Supervisors. Show less Built strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity* Diligently collaborated with my peers in both the CCC and the SC, as well as associates in other departments and systems* Assisted, designed, and assembled training, discipline, performance improvement and development documentation* Managed and helped construct a successful Web Order Team by the implementation of efficient processes and on-going training and coaching sessions* Diverse knowledge base of Cable One's product, process and procedures* Supervised, trained, mentored, and developed up to 18 associates at a time* The ability to recognize issues and address them with little to no guidance * Other projects: Assisted in keeping website up-to-date, a part of the 'Sigma Core Team', created new Remedy categories for more effective call tracking, and headed MSO block producer in its early development stages* Have successfully guided several of my former associates to reach the next level of their career path Show less

  • National Dispatch Manager

    Apr 2012 - Apr 2016

  • National Dispatch Manager

    Jul 2012 - Mar 2016

  • Technical Care Center Manager

    Oct 2011 - Apr 2012

  • Customer Care Manager - Operations

    May 2009 - Oct 2011

  • Customer Care Supervisor

    Jun 2007 - May 2009

  • Senior Team Rep

    Mar 2006 - Jun 2007

  • Peer Coach

    Nov 2004 - Mar 2006

  • CSR

    Jul 2004 - Nov 2004
• 

  Motorola Solutions

  Oct 2017 - now

  Senior Analyst