MATTHEW JOHN RILEY

• Owned weekly Non-CS Transfer Audit, managing end-to-end extraction, sampling, validation, narrative creation, and stakeholder delivery.
• Developed repeatable SOP-driven audit processes, increasing consistency and quality across 6,000+ queues.
• Conducted data-driven analysis identifying routing gaps, invalid transfer patterns, and process inefficiencies.
• Supported PMO governance, maintaining Quip, Heartbeat, and WBR documentation standards.
• Contributed to a 334K annualized transfer-reduction initiative through deep-dive analysis and root cause mapping.
• Led regional deep dives (India Account Change → Blank), identifying 26% invalid-transfer opportunities, driving measurable process improvements.

• Managed team performance, adherence, and service levels in a high-volume operational environment.
• Mentored and developed team members, fostering accountability, trust, and continuous improvement.
• Coordinated shift coverage and issue resolution to maintain operational continuity.

Skills: Analytical Skills · Organization Skills · Customer Marketing · Customer Analysis · Interpersonal Skills · Customer Insight · Chime · Teamwork · Agent development · Customer Experience · Administrative Assistance · Training and Development (HR) · Quip · Microsoft Office · Customer Service Operations · Strategic Thinking

• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
• Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.

• Marketing & Admin Roles
• Hospitality & Retail Management
• Recording of financial transactions, such as capturing of receipts to the matters; capturing invoices, making payments on behalf of the company via eft.
• Recording payments by the business to office creditors.
• Recording payment from clients to various matters from the bank statement.
• Payment of Staff salaries, via internet banking
• Ordering of office equipment and stationary.
• Applying for Tenders – municipal/ large firms
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.