Mathew Caron
Wayne,ME
Summary
Versatile and dynamic Administrator with a proven track record at Kennebec Savings Bank and Consolidated Communications, excelling in systems implementation, administration and vendor management. Spearheaded a comprehensive CRM selection process, enhancing user training and data analysis. Recognized for driving project success and fostering effective communication across teams, resulting in improved operational efficincies.
Known for leading teams to high productivity and efficient task completion. Possess deep expertise in adminstration, customer relationship strategies, and system integration. Excel in problem-solving, communication, and project management, ensuring seamless operations and enhanced user engagement.
Overview
1
1
Certification
33
33
years of professional experience
Work History
CRM ADMINISTRATOR
Kennebec Savings Bank
Augusta, ME
05.2022 - Current
- Selected Customer Relationship Management software vendor after researching 42 systems and conducting 17 preliminary interviews.
- Facilitated three onsite and four virtual vendor demonstrations for cross-functional CRM committee. Identified and vetted cost and function leaders with IT and IS departments.
- Secured one finalist vendor for a three-year contract based on comprehensive evaluations.
- Collaborated with vendor to design layout fulfilling initial requirements during implementation.
- Developed training documentation, guides, and videos for end users to enhance understanding.
- Established quarterly meetings with executive steering committee to report progress and set future CRM goals.
- Administration of users, products, system upgrades, and development
- Coordinate with DBA to incorporate new core data
- Created GROW team to embed knowledge within functional teams for improved adoption.
SPECIALIST- SYSTEM ADMINISTRATION, WORK FORCE MANAGEMENT, ROUTING AND REPORTING
FairPoint Com. / Consolidated Communications Inc.
12.2004 - 05.2022
- Directly managed and worked with employee and sub-contractor work force
- Implemented automation saving $300+k per year using VBA with standard Microsoft Office products
- Developed interactive ACD/IVR capabilities with minimal resources resulting in a system that exceeded project goals
- Maintain a Genesys ACD system(700 users, 5 centers, 28 queues/VQs, 24x7) with over 3000 calls per day
- Administered and maintained a Witness call recording and monitoring system (350 agents recorded at 10%)
- Custom developed over 150 reports for business leaders with clear, relevant and actionable information
- Facilitated statistics for Public Utility Commission requirements
- Designed call routing, reporting, and tracking systems that save money and created efficiencies to do more with less
- Project manager for four large scale upgrades and new implementations
- Proficient with varied computer programs including Crystal Reports, Hyperion reports, MS Excel, SQL, MS Access, Visual Web Developer, Visual Basic, Custom scripting languages, MS Project, etc.
Supervisor/Manager Customer Sales and Service
Fairpoint Communications Inc
Winthrop , ME
12.2004 - 12.2008
Coached customer service representatives to enhance productivity while upholding service standards.
Facilitated removal of obstacles hindering KPI adherence among customer service representatives.
Fostered a supportive team environment to ensure customer service representatives felt valued.
Set and exceeded expectations regarding service levels, budget, and sales goals.
Conducted hiring, development, and retention activities for team leads and customer sales representatives.
- Performed thorough performance reviews for 2 team leads and 30+ customer sales representatives.
- Implemented strategies to boost employee satisfaction and engagement within the team.
MARKETING CONSULTANT / VP OF MARKETING
Inventors Express Services
01.2002 - 01.2005
- MARKETING CONSULTANT / VP OF MARKETING
SERVICE DELIVERY ANALYST, TEAM LEAD
EnvisioNet Technical Support Partners
01.1997 - 01.2002
- SERVICE DELIVERY ANALYST
- TEAM LEAD
Airborne Infantry 11B1P
US ARMY, 82ND AIRBORNE, 2/325AIR
Ft.Bragg, NC
06.1993 - 06.1997
- Airborne Paratrooper, 11b1p, Bn Administration Specialist
Education
Masters of Business Administration - Project Management
THOMAS COLLEDGE
AUGUSTA, ME01.2021
Bachelors of Science - Computer Information Systems
UNIVERSITY OF MAINE
AUGUSTA, ME12.2014
Associates of Science - Computer Information Systems
UNIVERSITY OF MAINE
AUGUSTA, ME01.2002
Skills
- Systems implementation and integration
- Vendor management
- Data analysis
- User training
- Project management
- Communication skills
Certification
- Genesys ACD
- Avaya ACD
- Sugar CRM
Affiliations
- FAA Comercial Drone Pilots License
- HAM level 1 and 2 certafied
- Advanced SCUBA certafied
- Marrage officient license
- 42 Static line jumps withe the 82nd AirBorne Divison, US Army
Timeline
CRM ADMINISTRATOR
Kennebec Savings Bank
05.2022 - Current
SPECIALIST- SYSTEM ADMINISTRATION, WORK FORCE MANAGEMENT, ROUTING AND REPORTING
FairPoint Com. / Consolidated Communications Inc.
12.2004 - 05.2022
Supervisor/Manager Customer Sales and Service
Fairpoint Communications Inc
12.2004 - 12.2008
MARKETING CONSULTANT / VP OF MARKETING
Inventors Express Services
01.2002 - 01.2005
SERVICE DELIVERY ANALYST, TEAM LEAD
EnvisioNet Technical Support Partners
01.1997 - 01.2002
Airborne Infantry 11B1P
US ARMY, 82ND AIRBORNE, 2/325AIR
06.1993 - 06.1997
Masters of Business Administration - Project Management
THOMAS COLLEDGE
Bachelors of Science - Computer Information Systems
UNIVERSITY OF MAINE
Associates of Science - Computer Information Systems
UNIVERSITY OF MAINE