Matthew McCollum
Senior Manager, Customer Experience @ Opendoor | Team Builder | Talent Developer | Customer Centered
- Role
- Senior Manager, Customer Experience at Opendoor
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Matthew McCollum
Results driven people leader with over 8 years experience in customer-focused operations, from early stage startup to publicly traded company. Proven success in guiding large teams through company growth, enhancing the customer journey, streamlining operations, and driving internal and external satisfaction. Skilled in using data analytics to inform decision making and align business goals, while effectively communicating key metrics to leadership. Committed to building strong team dynamics to cultivate a skilled, motivated, and high-performing workforce.
Experience
Senior Manager, Customer Experience
Nov 2024 — Present · Tempe, AZ, US
Build capacity plans and staffing models for the support team. Forecast, schedule and optimize Full-Time Employee and Contact Center Staffing across multiple compliance work streams. Collaborate with the various cross-functional teams to develop WFM strategies and identify areas for improvement, automation and cost savings. Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization, and shrinkage. Act as a resource for resolving challenges and answering questions.
Education
Arizona State University
Bachelor of Arts in Psychology
2007 — 2010
Grand Canyon University
Master of Science in Psychology, Industrial and Organizational Psychology
2013 — 2015
Skills
- Microsoft Outlook
- Campusvue
- Microsoft Powerpoint
- Microsoft Excel
- Higher Education
- Microsoft Office
- Filebound
- Admissions Counseling
- Microsoft Dynamics Crm
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