Matt is an award-winning operations leader that has a track record of delivering breakthrough results in every assignment. Matt attributes his success to his passion for servant leadership and an unwavering commitment to employee engagement and professional development. He has held multiple leadership positions with Verizon over the last 14 years, each with increasing scope and responsibility. In his current role, Matt is the head of sales operations and strategy for outsourced contact centers (call and chat) for Verizon's Consumer Markets. His teams generate over $200M in top-line revenue and handle over 8 million customer contacts annually.
Matt is also the president of the Emmy Lane Foundation which is a non-profit 501c(3) organization that he founded in memory of his late daughter. He also holds an MBA from Liberty University.
Verizon delivers unprecedented customer service experiences through all of its product lines. Matt will be sharing how he and Etech Global Solutions have collaborated specifically on leveraging customer insights for more strategically effective training and coaching practices.