Mathew Pike

Background

About Mathew Pike

Supervises and monitors day-to-day activities of Customer Service Support Services to ensure all matters adhere to the established Service Level Agreements (SLAs). • Develops and maintains advanced customer service knowledge and skills. Aids in the development or improvement of these skills for supervised staff on a continuous basis. • Responsible for setting priorities and coordinating activities that align with set objectives and goals. • Assists with supporting inbound calls, outbound calls, email, and web chat services, as well as back-office services as needed, serves as the first escalation point when all other troubleshooting efforts have been exhausted. • Monitors issues and ensures that Service Level Agreements are met. • Identifies key issues and areas for improvement to streamline or implement new recommended procedures. • Monitors employee performance and behavior, to include coaching, mentoring, and disciplining employees as appropriate. • Recognizes and values the contribution of supervised staff. Responsible for recommending promotions, compensation, and termination. • Defines roles and expectations for supervised staff. Provides clear direction to ensure consistent progress is made toward set goals. • Communicates and collaborates with management effectively to provide and analyze metrics and reports. • Overall responsibility for leading the program, department, or functional area as designated. Oversees. directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.