Mathew Phillips
Operations Supervisor at Black Turtle Services- Claim this Profile
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English -
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American Sign Language(intermediate) -
Topline Score
Bio
Credentials
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Jailer License
Texas Commission on Law EnforcementMay, 2013- Oct, 2024
Experience
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Black Turtle Services
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United States
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Outsourcing and Offshoring Consulting
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100 - 200 Employee
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Operations Supervisor
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Sep 2014 - Present
Monitor, track and evaluate CSR performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to CSR to ensure all goals are met and BTS standards are adhered to. Be the constant presence on the production floor and actively interact with CSR's to ensure that they are engaged in productive work and systems are functioning properly. Ensure that underperforming CSR's meet client expectations through the creation and implementation of written action… Show more Monitor, track and evaluate CSR performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to CSR to ensure all goals are met and BTS standards are adhered to. Be the constant presence on the production floor and actively interact with CSR's to ensure that they are engaged in productive work and systems are functioning properly. Ensure that underperforming CSR's meet client expectations through the creation and implementation of written action plans. Responsible for upward and downward communication ensuring the flow of information, from contact center management and client to the CSR and from the CSR to contact center management and client. Participate in CSR selection and interviewing process. Provide on-the-job or up-training as necessary to enable CSR's to meet BTS and client expectations. Show less Monitor, track and evaluate CSR performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to CSR to ensure all goals are met and BTS standards are adhered to. Be the constant presence on the production floor and actively interact with CSR's to ensure that they are engaged in productive work and systems are functioning properly. Ensure that underperforming CSR's meet client expectations through the creation and implementation of written action… Show more Monitor, track and evaluate CSR performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to CSR to ensure all goals are met and BTS standards are adhered to. Be the constant presence on the production floor and actively interact with CSR's to ensure that they are engaged in productive work and systems are functioning properly. Ensure that underperforming CSR's meet client expectations through the creation and implementation of written action plans. Responsible for upward and downward communication ensuring the flow of information, from contact center management and client to the CSR and from the CSR to contact center management and client. Participate in CSR selection and interviewing process. Provide on-the-job or up-training as necessary to enable CSR's to meet BTS and client expectations. Show less
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Colorado County Sheriffs office
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United States
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Law Enforcement
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1 - 100 Employee
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Correctional Officer
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Oct 2012 - Jul 2013
Officers ensure the care, custody and control of inmates in accordance with Department policies and procedures. To provide such care, custody and control, officers must tour assigned areas (which requires them in some cases to periodically climb approximately 10-15 stairs); observe inmate activity in person and on closed-circuit monitors; identify inmates who have behavioral, medical or other problems so that appropriate safety and security measures may be taken; and perform general… Show more Officers ensure the care, custody and control of inmates in accordance with Department policies and procedures. To provide such care, custody and control, officers must tour assigned areas (which requires them in some cases to periodically climb approximately 10-15 stairs); observe inmate activity in person and on closed-circuit monitors; identify inmates who have behavioral, medical or other problems so that appropriate safety and security measures may be taken; and perform general security duties to prevent escape, disorder, rule infractions and harm to inmates, visitors and staff. The general security duties performed by officers require them to search inmates, visitors, cells and other areas for weapons and contraband; monitor and regulate inmate and staff movement; maintain and record inmate counts, cell assignments and other pertinent information; escort inmates within and outside the institution; use and maintain keys and other equipment; and supervise inmate work details. Show less Officers ensure the care, custody and control of inmates in accordance with Department policies and procedures. To provide such care, custody and control, officers must tour assigned areas (which requires them in some cases to periodically climb approximately 10-15 stairs); observe inmate activity in person and on closed-circuit monitors; identify inmates who have behavioral, medical or other problems so that appropriate safety and security measures may be taken; and perform general… Show more Officers ensure the care, custody and control of inmates in accordance with Department policies and procedures. To provide such care, custody and control, officers must tour assigned areas (which requires them in some cases to periodically climb approximately 10-15 stairs); observe inmate activity in person and on closed-circuit monitors; identify inmates who have behavioral, medical or other problems so that appropriate safety and security measures may be taken; and perform general security duties to prevent escape, disorder, rule infractions and harm to inmates, visitors and staff. The general security duties performed by officers require them to search inmates, visitors, cells and other areas for weapons and contraband; monitor and regulate inmate and staff movement; maintain and record inmate counts, cell assignments and other pertinent information; escort inmates within and outside the institution; use and maintain keys and other equipment; and supervise inmate work details. Show less
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Texas Department of Criminal Justice
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United States
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Government Administration
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700 & Above Employee
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Correctional Officer
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Jun 2006 - Mar 2009
Officers ensure the care, custody and control of inmates in accordance with Department policies and procedures. To provide such care, custody and control, officers must tour assigned areas (which requires them in some cases to periodically climb approximately 10-15 stairs); observe inmate activity in person and on closed-circuit monitors; identify inmates who have behavioral, medical or other problems so that appropriate safety and security measures may be taken; and perform general… Show more Officers ensure the care, custody and control of inmates in accordance with Department policies and procedures. To provide such care, custody and control, officers must tour assigned areas (which requires them in some cases to periodically climb approximately 10-15 stairs); observe inmate activity in person and on closed-circuit monitors; identify inmates who have behavioral, medical or other problems so that appropriate safety and security measures may be taken; and perform general security duties to prevent escape, disorder, rule infractions and harm to inmates, visitors and staff. The general security duties performed by officers require them to search inmates, visitors, cells and other areas for weapons and contraband; monitor and regulate inmate and staff movement; maintain and record inmate counts, cell assignments and other pertinent information; escort inmates within and outside the institution; use and maintain keys and other equipment; and supervise inmate work details. Show less Officers ensure the care, custody and control of inmates in accordance with Department policies and procedures. To provide such care, custody and control, officers must tour assigned areas (which requires them in some cases to periodically climb approximately 10-15 stairs); observe inmate activity in person and on closed-circuit monitors; identify inmates who have behavioral, medical or other problems so that appropriate safety and security measures may be taken; and perform general… Show more Officers ensure the care, custody and control of inmates in accordance with Department policies and procedures. To provide such care, custody and control, officers must tour assigned areas (which requires them in some cases to periodically climb approximately 10-15 stairs); observe inmate activity in person and on closed-circuit monitors; identify inmates who have behavioral, medical or other problems so that appropriate safety and security measures may be taken; and perform general security duties to prevent escape, disorder, rule infractions and harm to inmates, visitors and staff. The general security duties performed by officers require them to search inmates, visitors, cells and other areas for weapons and contraband; monitor and regulate inmate and staff movement; maintain and record inmate counts, cell assignments and other pertinent information; escort inmates within and outside the institution; use and maintain keys and other equipment; and supervise inmate work details. Show less
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Education
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2005 - 2009
University of Texas at Tyler
Bachelor's degree, Criminal Justice and Corrections
Community
