Matt Carey

Work History

Sr. Leader, Customer Success & Experience Solutions Enablement

MOTOROLA SOLUTIONS

02.2014 - Current

Implemented data-driven strategies to optimize customer success operations and enhance customer experience.
Championed a customer-centric approach within the organization, through the use of journey mapping to drive a cultural shift towards prioritizing customer experience as a key driver of business growth.
Designed and executed a voice of the customer and customer insights program to gather customer intelligence, measure and optimize the overall customer experience. Resulting in improving NPS 20 points and improving customer effort score by 45%
Led the overall Customer Success CRM strategy, including system selection and implementation.
Designed and Developed comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.
Developed and implemented customer success strategies and operational support systems and process to improve customer sentiment and drive team efficiencies.
Collaborated with sales and marketing teams to create seamless onboarding experiences for new clients.
Implemented a data-driven approach to continually refine customer success strategies based on client needs and industry trends..
Identified root causes of customer churn by analyzing account data, implementing strategies to address specific pain points and win back lost business.
Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
Reduced churn rate by proactively identifying at-risk accounts and implementing tailored solutions.
Fostered a culture of continuous learning within the Customer Success team by promoting professional development opportunities regularly.
Created effective customer feedback channels that enabled real-time adjustments to services or products offered based on input received from users.
Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
Established team priorities, maintained schedules and monitored performance.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Defined clear targets and objectives and communicated to other team members.
Assisted in organizing and overseeing assignments to drive operational excellence.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Identified and communicated customer needs to supply chain capacity and quality teams.
Leveraged data and analytics to make informed decisions and drive business improvements.
Controlled resources and assets for department activities to comply with industry standards and government regulations.
Launched quality assurance practices for each phase of development
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Worked closely with organizational leadership and board of directors to guide operational strategy.
Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
Analyzed customer feedback data to identify trends and develop actionable insights for continuous improvement efforts.
Tracked key performance metrics to assess team progress toward established goals and implement necessary adjustments.
Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.

Sr. Manager of Strategic Initiatives, Multi-Channel Operations

U.S. CELLULAR

01.2004 - 01.2013

Developed, designed and implemented multiple high-impact customer experience initiatives in all customer facing channels (call center, retail, social media and ecommerce)
Developed and executed organizational design, operational processes, change management, training and communication plans, budget forecast, and requirements definition
Provided direct and indirect leadership to teams of various sizes in a matrix environment
Designed, developed and implemented multi-year organizational transformation strategy for call center and retail operations encompassing; organizational design, technology roadmap, leadership practices, talent management, performance metrics, and operational processes
Led implementation of Gallup customer engagement program that measures customer loyalty at the emotional and rational level as a predictor of long-term revenue growth
Led customer experience track of large-scale new service launch and rebranding effort including establishing a customer loyalty rewards program
Delivered customer facing tracks of work for the launch of the U.S
Cellular 3G & LTE mobile broadband network, resulting in nearly $4.5M in additional revenue and a significant increase in customer satisfaction.

Manager of Telesales

U.S. CELLULAR

01.2008 - 01.2010

Managed $2.4M investment that launched an inbound and outbound telesales queue
Full responsibility for the vision, long range strategic plan, supply chain, operational KPI’s and performance to budget
Provided direct leadership to a team of 14 leaders and 150 associates
Generated nearly $550K in monthly revenue within six months, exceeding forecast by 50%
Consistently exceeded goals for quality, service level, sales targets, customer satisfaction and churn within three months
Drove substantial improvements to the dialer and order fulfillment processes that reduced operating expenses by 20%.

Quality Assurance Manager, Customer Service Operations

U.S. CELLULAR

01.2005 - 01.2008

Managed enterprise call center quality assurance program, strategy and processes with accountability for increasing enterprise customer satisfaction ratings and providing customer insights to the organization
Led local and remote team, including fifteen leaders and 70 + analysts responsible for observing and analyzing over 130,000 customer interactions per month through NICE contact observation system and call analytics tools
Orchestrated significant organizational restructure, increasing capabilities and reducing operating expense
Drove 145 businesses and process improvements, equating to nearly $500K in annual cost savings
Created and implemented behavioral based quality assurance program that drove customer engagement, decreased customer defects and grew revenue
Designed quality performance management program for three near-shore and international vendors
Achieved 97% positive response rate, a 37% year-over-year increase, in the annual associate engagement/ leadership effectiveness measurement.

Project Manager, Customer Service Operations

U.S. CELLULAR

01.2004 - 01.2005

Provided project management of enterprise customer service tracks from design through implementation
Redesigned and implemented front-line training program, resulting in 60% improvement in new hire productivity and 46% reduction in new hire 90-day attrition rates
Successfully launched state-of-the-art 500 seat call center
As Call Center Transition Team Leader, managed closure of 200-seat call center in Medford, Oregon
Attained an 80% job placement rate prior to center close
Served as project owner and leader in customer service for $16M enterprise project focused on implementing U.S
Cellular’s 1x network and data services offering.

Director OSS/CRM

NUVOX/GABRIEL COMMUNICATIONS

01.2000 - 01.2004

Defined, developed, implemented and trained Sales, Customer Service and Business Operations organizations on business and system processes
Directed all aspects of CRM technology roadmap, RFI and RFP processes and timely and efficient delivery of services
Provided leadership to diverse team of over 100 application specialists, software developers, testers, sales and customer service trainers, including contract resources
Led development of commissions system and monthly commission’s payment process that improved throughput by 35% and decreased operational cost of payment processing by 30%
Facilitated organizational IT prioritization process and resolved conflicting business needs
Directed several pre- & post-merger projects, combining systems, processes and workforce
Served as business lead for requirements, analysis and implementation of a 3-million dollar project that enhanced and integrated Clarify Clear Support/Call Center with CTI and IVR
Lead sales team transformation project that aligned processes and behaviors and established underlying system requirements to reinforce and measure performance.

AT&T, Telesales

AT&T

01.1999 - 01.2000

Technical Support

GLOBAL PAYMENT SYSTEMS/MASTERCARD INTL.

01.1995 - 01.1999

Summary

Overview

Work History

Sr. Leader, Customer Success & Experience Solutions Enablement

Sr. Manager of Strategic Initiatives, Multi-Channel Operations

Manager of Telesales

Quality Assurance Manager, Customer Service Operations

Project Manager, Customer Service Operations

Director OSS/CRM

AT&T, Telesales

Technical Support

Education

Master of Arts - Organizational Development

Bachelor of Arts - Public Relations, Advertising, And Applied Communication

Skills

Timeline

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