Matthew Montgomery

-Manage 2 direct report and 13 indirect reports who are responsible for handling all customer and supplier initiated logistics issues -Define strategy and drive implementation of road map to reduce frequency of logistics facing issues by 60% over next 6 months -Serve as primary liaison to Operations Process Improvement team -Provide data collection and analysis as needed to departmental leadership team -Systems and process expert for all daily operational functions -Partner with EU Logistics leadership to optimize and standardize issue collection and reporting processes -Partner with CS leadership to enhance experience of Customer Service with logistics related User Tools

-Oversee day to day activity of relationship management team dedicated to third party home delivery partners -Grew team from 6 FTE to 18 FTE -Develop and retain key direct reports to prepare them for higher level positions within organization -Standardize issue resolution processes which doubled FTE productivity and increased SLA achievement by 25 points -Gather, analyze and report KPI for network wide partner performance -Scope end to end monitoring requirements to ensure that customer orders in exception states generated alerts to appropriate internal monitoring teams -Facilitated department reorganization by effectively on-boarding 14 new FTE over 3 month period just before peak season -On site to help launch first asset based delivery terminal in network -Serve as primary resource for system issue diagnosis, new reporting requirements and process definition for network operations department

Founded a team of 6 members, which grew to 17, dedicated to improving customer satisfaction and reducing costs associated with problem in home furniture deliveries -Customer Satisfaction Indicator increased from -40% to 33% -First year cost reduction of $1.2 million -Train best practice decision making and logical analysis in issue diagnosis and resolution -Identify opportunity areas at different points in supply chain and communicate findings with business partners to drive improvements -Analyze Net Promoter Score and fulfillment data with MS SQL -Oversee development and implementation of department wide training to reduce contact volume and optimize customer satisfaction -Coaching and individual development for staff, consistently achieve employee engagement scores above department average. Zero negative attrition during first 20 months of team management despite the demanding workload.

Responsible for ongoing training and development of 20+ members of core customer service staff On-boarded new hires through group and individual training to speed ramp up process Conduct data dives to understand and reduce financial concessions related to customer complaints Voted Best Problem Solver in 2010

Executed new hire training and ongoing development for 25+ part time staff members with variable shifts Achieved unprecedented sales and service metric growth for part time staff Floor Manager for Customer Service night and weekend shifts

-Diagnose and resolve customer order issues via phone and email -Team leader in Customer Satisfaction and Quality Assurance scores -Executed supplier compliance outreach initiative to gather fulfillment practices -Mastery of home grown order management platform and issue diagnosis and resolution -Serve as go to person for peers who require assistance on the service floor