Matthew fee
@matthewfee
I build and scale global contact center operations, improving service, revenue performance, and customer resolution.
United StatesWhat I'm looking for
I've led global contact center operations at T-Mobile and Sprint, overseeing 2,500+ agents, multi-site 24x7 delivery, SLA performance, workforce planning, and revenue accountability.
At T-Mobile, I co-led the expansion of messaging from 800 internal agents to a 2,500+ agent vended-partner operation in under eight months, building partner models, hiring pipelines, onboarding frameworks, SOPs, QA processes, and platform improvements with IT and Engineering. I also ranked #1 among Global Care Senior Managers in Inbound Voice across 23 global locations while leading four offshore sites.
At Sprint, I built and led Wireless Local Number Portability as an autonomous business unit, owning a $14M budget, Tier I–III operations, vendor contracts, compliance, MVNO support, and enterprise reporting. I improved customer issue resolution from below 80% to 95% within 24 hours and created 300+ SOPs, runbooks, and training documents.
Experience
Work history, roles, and key accomplishments
Directed multi-tier inbound operations across 4 offshore sites, overseeing 2,500+ agents in a 24x7 environment. Achieved #1 ranking on the weighted scorecard for Global Care Senior Managers in Inbound Voice.
Co-led transformation of messaging program from 800-agent internal team to 2,500+ agent vended partner operation. Achieved #1 ranking of 4 Senior Managers in Messaging for 2022.
Senior Manager – Wireless Local Number Portability
Sprint
Jan 2004 - Dec 2021 (17 years 11 months)
Led WLNP as an autonomous business unit reporting to a VP, commanding Tier I–III operations, $14M budget, vendor contracts, and compliance. Improved customer resolution from sub-80% to 95% within 24 hours.
Education
Degrees, certifications, and relevant coursework
University of Phoenix
Master of Business Administration, Global Management
Grade: 3.78
MBA in Global Management with a GPA of 3.78.
Stevens Institute of Technology
Master's Certificate, Project Management
Master's Certificate in Project Management.
University of Hawaii
Bachelor of Business Administration, Business Administration
Grade: 3.14
Bachelor of Business Administration with a GPA of 3.14.
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
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