Matthew Sprouse

Current

• Student Services Rep at National College of Business & Technology

Past

• CCA Fulfillment Supervisor at Circuit City Stores, Inc.
• CCA Fulfillment Lead at Circuit City Stores Inc
• CCA Fulfillment Clerk at Circuit City Stores, Inc.

• Quality Assurance Representative at Circuit City Stores, Inc.
• Recovery Associate at Circuit City Stores, Inc.
• Universal Sales Associate at Circuit City Stores, Inc.

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Education

• Strayer University

Recommended

2 people have recommended Matthew

Connections

40 connections

Industry

Retail

Matthew Sprouse’s Summary

To obtain a position with a growing company that will allow me to use my past work experience and educational back ground to grow with in the company. My past work experience includes resolving customer issues, supervising associates, managing processes and quality assurance for a call center. My education background includes a Masters in Business Administration with a concentration in Human Resource Management.

Matthew Sprouse’s Specialties:

Customer Issue Resolution

Matthew Sprouse’s Experience

• Student Services Rep

  National College of Business & Technology

  (Educational Institution; Higher Education industry)

  October 2009 — Present (3 months)

• CCA Fulfillment Supervisor

  Circuit City Stores, Inc.

  (Retail industry)

  September 2007 — March 2009 (1 year 7 months)

  Resolve customer issues that come through various lines of communication.
  Analysis service issues to identify trends
  Manage the television exchange process
  Analysis television exchange data to identify trends
  Maintain multiple tracking sheets
  Operate as a liaison for customers and third party service administrators
  Audit service claims
  Supervisor 4 full time clerks and three temporary clerks
  Assisted in the design and implementation of the television exchange database

• CCA Fulfillment Lead

  Circuit City Stores Inc

  (Retail industry)

  March 2006 — September 2007 (1 year 7 months)

  Resolve customer issues that come through various lines of communication.
  Analysis service issues to identify trends
  Maintain multiple tracking sheets
  Operate as a liaison for customers and third party service administrators
  Audit service claims

• CCA Fulfillment Clerk

  Circuit City Stores, Inc.

  (Retail industry)

  May 2002 — March 2006 (3 years 11 months)

  Resolve customer issues that come through various lines of communication.
  Analysis service issues to identify trends
  Manage the television exchange process
  Analysis television exchange data to identify trends
  Maintain multiple tracking sheets
  Operate as a liaison for customers and third party service administrators
  Audit service claims
  Assist in the Supervision of 4 full time clerks
  Assisted in the design and implementation of the television exchange database

• Quality Assurance Representative

  Circuit City Stores, Inc.

  (Retail industry)

  January 1999 — May 2002 (3 years 5 months)

  Supported the Quality Assurance initiative for the Warranty Administration Division
  Monitored and evaluated call center associates, as it relates to Circuit City’s Business Expectations Guidelines
  Created and facilitated the Quality Assurance training program to all new associates
  Coordinated the training and development necessary for new Quality Assurance representatives
  Reviewed sales training and development material to ensure compliance with guidelines
  Developed and implemented process improvement initiatives
  Maintained multiple reports and analyze data to determine customer and associate trends
  Created and facilitated training workshops for associates
  Assisted in the management and daily duties of the Warranty Administration Division's Resource Center

• Recovery Associate

  Circuit City Stores, Inc.

  (Retail industry)

  January 1997 — January 1999 (2 years 1 month)

  Contacted Circuit City customers to collect on past due accounts
  Maintained a Customer Call Back Queue
  Managed an Account Management Database
  Organized and assisted management with department training programs
  Responsible for editing and following up on the department's Pending Report
  Assisted in the training of new Recovery Associates

• Universal Sales Associate

  Circuit City Stores, Inc.

  (Retail industry)

  October 1996 — January 1997 (4 months)

  Provided guidance to customers, as it related to their purchases from the Circuit City Catalog
  Operated as liaison for customers and technicians, in order to establish a schedule for in-home computer setup and training

Matthew Sprouse’s Education

• Strayer University

  Masters , Business Administration Concentration in Human Resources , 2006 — 2008

Matthew Sprouse’s Contact Settings

Interested In:

• career opportunities
• expertise requests
• reference requests
• getting back in touch