Chris Matrisciano
Brockton,MA
Summary
Experienced professional with over 20+ years of Customer Retention, VOC, CX, QA, and L&D Leadership in telecom, tech, SAAS, and two-sided e-commerce
marketplaces.
Led high-performing teams of over 200 agents across multiple locations. As a core member of the leadership team, I scaled frontline operations from a small team of six to a robust workforce of 500+. This growth was achieved while preserving a strong company culture and minimizing employee turnover. Proven expertise in Customer Retention, Success, Support, Quality Assurance, Training, and Project Management, with a strong ability to collaborate across departments.
Overview
17
17
years of professional experience
Work History
Learning & Development Consultant
Binance.us
Miami, FL
07.2024 - Current
- Conducted comprehensive needs assessments to identify critical gaps in customer support operations.
- Developed strategic roadmaps for building a world-class customer support quality assurance and training function.
- Defined key performance indicators (KPIs) and metrics to measure department effectiveness.
- Selection team for determining teams CRM as well as other platforms used to drive optimal performance.
Director Of Customer Retention
Insidetracker From Segterra
Cambridge, MA
02.2024 - Current
- Develop and execute a comprehensive customer retention strategy aligned with overall business objectives.
- Collaborate with cross-functional teams to optimize customer lifecycle and experience.
- Analyzed customer data to identify trends that could be used to reduce churn rate.
- Major contributor in the the development and implementation of a subscription platform
- Researched competitive offerings and identified opportunities for improving our product offering.
- Developed and implemented customer success strategies to improve customer retention rates.
- Built relationships with key decision makers in targeted accounts for future business opportunities.
- Highly involved in developing promotional materials such as email and SMS marketing campaigns.
Director of CX
Insidetracker From Segterra
04.2022 - 12.2023
- Successfully led the customer experience, success and support team and implemented strategies that have improved overall customer satisfaction and trust in the brand
- Maintained up-to-date knowledge of industry trends related to customer success management.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Achieved and exceeded all quality goals, which has resulted in improved customer loyalty and retention
- Improved Trustpilot score from 3.4 to 4.5 over the course of the year by implementing customer- centric initiatives and addressing customer concerns promptly and effectively
- Boosted the Net Promoter Score (NPS) from 42 to 63 by delivering exceptional customer service as well as implementing/relaying survey feedback, positively impacting the company's bottom line
- Collaborated with senior leadership to set long-term objectives for the company.
- Reviewed internal reports and identified areas of risk or potential cost savings.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Facilitated collaboration between teams by encouraging open communication channels.
- Reduced the average speed of answers on chat and phones to 30 seconds, which has led to improved customer satisfaction and increased customer loyalty
- Significantly decreased the ticket response time from 14 days to 24 hours, which has improved the overall customer experience and satisfaction.
- Analyzed data from surveys, interviews, focus groups and other research methods to identify potential retention opportunities.
- Assisting in developing promotional materials such as email campaigns and direct mail pieces designed to increase customer engagement.
- Participated in weekly meetings with management team to review progress on retention initiatives.
- Reviewed competitor offerings regularly in order to stay informed about industry trends and pricing structures.
- Negotiated pricing and terms with existing vendors on behalf of the company.
- Collaborated with cross-functional teams to ensure successful execution of vendor projects.
Sr. Manager of CX and Training
ezCater, Inc
10.2017 - 03.2022
- Directly involved in the establishment of a new ezCater call center located in Denver, CO scaling from 20 initial employees to 500+ with accelerated timelines
- Designed, implemented, and executed a successful remote employee training program capable of onboarding 100+ agents per class
- Designed and scaled QA and Training groups to operate as a shared service within the business
- Introduced the Instructional Design role and successfully built out our
- LMS
- Reduced workforce by 75% during the pandemic - Regrew team at 50% cost/growth post- pandemic
- Focus on employee engagement, drove employee engagement improvement from 65% to 85%
- Established and delivered coaching and development strategy which achieved agent improvements in efficiency and customer satisfaction
- Managing a team of 15 Quality Assurance Agents, 2 Managers, 2 Supervisors, 2 Leads, 5
- Trainers, 4 Training Coordinators, and 3 Instructional Designers
- Structured our training team to a scalable model while also bringing individual structure that aligns with ezCater's cultural values
- Transitioned traditional Quality Assurance to a team of Insights Specialists which utilize data as well as evaluations to drive change
- Calibrate both Training and Quality Assurance across 5 internal/BPO locations
- Participated and oversaw the implementation of several QA scoring rubrics and aligned them to department initiatives while introducing Speech Analytics
Customer Service Supervisor
03.2016 - 10.2017
- Manage and develop a frontline staff of 12-15 people
- Oversee the QA team/process for ezCater and 3 outsourced partner locations
- Bi-weekly 1-on-1 meetings with staff to provide individual goals and track growth
- Initial troubleshooting for technical issues
- Growing and scaling the QA team across all locations
Quality Assurance Specialist
12.2015 - 03.2016
- Statistical reporting and analysis for the Customer Support Team
- Scoring 3+ Interactions per month per agent
- Tracking trends throughout the group as a whole and individually
- Reporting to management my findings based on my monitoring
- Developed procedures for myself and future ninjas to take over the role
- Established baselines and scorecards for the scoring process
- Evaluated offsite ninjas and reported the evaluation finding to offsite management
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
Private Aviation Desk
Commonwealth (Limo) Worldwide
10.2014 - 11.2015
- Conducted training and development sessions for new hires and existing employees.
- Provided guidance and support to team members in order to ensure compliance with operational standards.
- Worked with VIP clientele to assure flight coordination with ground transportation
- Assist in itinerary structuring for VIP RoadShows
Private Aviation Desk
06.2012 - 10.2014
- Private Aviation Desk/Tracking private flights and dispatching drivers
- Placing and checking orders placed for chauffeur service
- Quality assurance checks on affiliate performance
- Working closely with Sales and Accounting to ensure top revenue
Customer Support Administration Supervisor
Masco
02.2012 - 06.2012
- Daily custom stat reports of call center results
- SLA assurance in line with industry standards
- ATSI Benchmark Reporting
- Quality Assurance Supervisor
- Customer Retention/AMS lead
Client Services Supervisor
TNCI, TransNational Communications International
01.2008 - 08.2010
- Responsible for performance reviews, scheduling, and developing a staff of 17
- System Administrator for Web Based CRM and Interaction Intelligence Queue Software
- Created call queues for separate departments as well as ensured open licenses for staff
- Weekly 1-on-1 staff meetings to provide individual feedback and future steps for growth
- Help Desk troubleshooting for Customer Care PCs using Track It System
- The main resource for external sales agents for pricing questions and agent portal procedures
- Verified that all rates and contracts were filled out correctly and signed
- Reached out to customers to provide rates on new products and pricing options
Skills
- Hiring and Retention
- Customer Retention
- Team Building
- Board Reporting
- Strategic Planning
- Charismatic Leader
- People Management
- Marketing
- Organizational Development
- Problem-Solving
- Task Delegation
- Critical Thinking
- Research Information Sourcing
- Creativity and Innovation
- Budget Management
- Contract and Vendor Management
- Financial Reporting
- Negotiation abilities
- CRM Software
Timeline
Learning & Development Consultant
Binance.us
07.2024 - Current
Director Of Customer Retention
Insidetracker From Segterra
02.2024 - Current
Director of CX
Insidetracker From Segterra
04.2022 - 12.2023
Sr. Manager of CX and Training
ezCater, Inc
10.2017 - 03.2022
Customer Service Supervisor
03.2016 - 10.2017
Quality Assurance Specialist
12.2015 - 03.2016
Private Aviation Desk
Commonwealth (Limo) Worldwide
10.2014 - 11.2015
Private Aviation Desk
06.2012 - 10.2014
Customer Support Administration Supervisor
Masco
02.2012 - 06.2012
Client Services Supervisor
TNCI, TransNational Communications International
01.2008 - 08.2010
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