Genesis Matthiesen

I lead strategic initiatives to improve operational performance, customer experience, and service delivery across multiple business units. I partner with cross-functional teams to analyze workflows, identify process inefficiencies, and implement scalable solutions that increased productivity, reduced costs, and enhanced service quality. By leveraging data-driven decision-making, standardizing processes, and driving accountability through performance metrics, I supported organizational growth while ensuring consistent execution of company objectives.

• Led continuous improvement initiatives that streamlined operations and optimized service delivery.
• Analyzed business processes, KPIs, and customer data to identify trends, root causes, and opportunities for improvement.
• Developed and implemented standardized operating procedures (SOPs) to improve consistency across customer service, dispatch, field operations, and sales.
• Collaborated with operations, IT, finance, and field leadership to streamline workflows and eliminate process bottlenecks.
• Oversaw cross-functional projects to ensure collaboration and alignment among teams. from planning through implementation, ensuring timelines, budgets, and business objectives were achieved.
• Developed executive dashboards and performance reports to track key operational metrics and inform strategic decisions.
• Facilitated process mapping and root cause analysis to identify improvement opportunities and implement corrective actions.
• Led change management efforts by training teams on new processes, monitoring adoption, and ensuring long-term sustainability.
• Partnered with leadership to improve customer satisfaction, service level agreement (SLA) performance, and overall operational excellence.

I oversaw the daily operations of customer service, sales support, and account management while ensuring exceptional service delivery for commercial customers across the United States and Canada. I led cross-functional teams responsible for coordinating service requests, managing customer relationships, resolving escalated issues, and driving revenue growth. My role required balancing operational efficiency with customer satisfaction by implementing process improvements, monitoring key performance metrics, and collaborating with operations, finance, and field service teams to ensure projects are completed accurately and on time. I also developed and mentored team members, conducted business reviews with key accounts, and identified opportunities to strengthen customer partnerships and expand business.

• Lead and developed a high-performing customer service and sales team, providing coaching, performance management, and ongoing training.
• Oversee nationwide service operations, including dispatch coordination, technician scheduling, and project execution.
• Drive revenue growth through account expansion, service renewals, quoting, and cross-selling opportunities.
• Lead and develop a high-performing customer service and sales team, providing coaching, performance management, and ongoing training.
• Monitored and analyzed KPIs, SLAs, and customer satisfaction metrics to identify trends and implement continuous improvements, enhancing service delivery.
• Partner with operations, finance, and field leadership to ensure accurate billing, contract compliance, and timely service delivery.
• Develop and maintain standard operating procedures (SOPs) to improve consistency, efficiency, and service quality.
• Conducted Quarterly Business Reviews (QBRs) to present operational performance, service trends, and strategic recommendations, strengthening customer relationships.

Managed a portfolio of national corporate accounts, ensuring service expectations and contractual obligations were consistently met.

• Supervised and mentored customer service representatives, enhancing skills through targeted coaching, training, and performance feedback.
• Resolved complex customer escalations while maintaining high customer satisfaction and strengthening long-term client relationships.
• Coordinated nationwide service requests, dispatch scheduling, preventive maintenance, installations, and emergency service calls.
• Collaborated with sales, operations, billing, and field service teams to ensure seamless communication and service execution.
• Monitored team performance with KPIs, SLAs, and quality metrics, implementing improvements that elevated service quality.
• Developed and maintained standard operating procedures (SOPs), training team members on new processes to ensure compliance with customer requirements.
• Prepared operational reports and communicated service updates, performance trends, and account activity to leadership and customers.
• Supported continuous improvement initiatives that streamlined workflows, reduced service delays, and enhanced the overall customer experience.

I provided strategic leadership for customer service, operations, and account management, overseeing the delivery of integrated facility maintenance solutions for multi-site commercial clients. I partnered with cross-functional teams to drive operational excellence, improve service quality, and strengthen customer relationships while ensuring compliance with service level agreements (SLAs) and contractual commitments. I focused on developing high-performing teams, optimizing processes, and implementing performance-driven strategies that increased customer satisfaction, operational efficiency, and business growth.

• Directed daily operations for customer service, account management, and service delivery across multiple national accounts, ensuring alignment with client expectations and operational standards.
• Led, coached, and developed managers and customer service teams to achieve operational and customer satisfaction goals.
• Managed strategic customer relationships as executive escalation point for complex service and operational issues, effectively resolving challenges to maintain client satisfaction.
• Collaborated with operations, field service providers, finance, and sales teams to ensure seamless execution of maintenance programs.
• Monitored KPIs, SLAs, budgets, and operational performance, implementing data-driven improvements to increase efficiency and profitability.
• Conducted Quarterly Business Reviews (QBRs) and presented performance metrics, service trends, and strategic recommendations to executive stakeholders.
• Oversaw contract compliance, service quality, and vendor performance, consistently exceeding customer expectations through proactive management and quality assurance measures.
• Led cross-functional process improvement initiatives that streamlined workflows, reduced costs, and enhanced the customer experience.