Matt Parris
Ocoee
Summary
Customer Support Manager with extensive experience at Nintex, recognized for improving team performance through effective training and mentoring. Skilled in managing escalations and implementing change, resulting in a 25% boost in customer satisfaction. Proficient in cross-functional collaboration and applying Six Sigma methodologies to enhance operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Support Manager
Nintex
FL
01.2021 - Current
- Recruit, coach, and direct high-performing team of support specialists, ensuring efficient operations and outstanding customer service
- Uncover and address skill gaps through development plans, amplifying team capabilities and service quality
- Ensure consistency, mitigate risk, and share best practices across regions by engaging with global customer support team
- Enhanced team accountability through targeted training and mentoring, leading to measurable improvements in performance and customer satisfaction
- Boosted productivity and response times by optimizing multi-channel support coverage, including phone, chat, and email
- Successfully cross-trained entire team of engineers in multiple product lines, elevating them from single-product expertise to proficiency in at least one additional product, with eight team members now proficient in three distinct product lines
- Maximized customer satisfaction by ensuring effective resolution of issues, following up with unsatisfied customers, and cultivating continuous improvement
- Improved customer satisfaction scores by 25% through strategic process enhancements
- Achieved a 95% first-response rate by training support staff
Premier Manager
Spectrum
FL
01.2018 - 01.2021
- Administered customer premise equipment – CPE for enterprise-level Managed Network Services, ensuring optimal performance and service delivery
- Offered and received critical information regarding network event status by collaborating with internal engineering teams
- Built and executed robust policies/procedures for incident coordination facilitating effective escalations, notifications, and resolutions of technical issues
- Steered 24/7 enterprise technical support operations, providing leadership and technical guidance to team for swift response to critical escalations
- Amplified customer experience by serving as initial point of contact for major issues, ensuring timely and effective resolution
- Drove seamless implementation of business improvement initiatives, focusing on key performance indicators, such as decreased Mean Time to Repair – MTTR and First Ticket Resolution – FTR
- Oversaw comprehensive event, incident, and request/change management during shifts, maintaining operational continuity and support efficiency
- Evaluated system performance and made strategic recommendations for enhancements and automation requirements within surveillance, performance management, and ticketing platforms
- Ensured disaster preparedness across multiple geographically redundant support centers, conducting regular testing scenarios to guarantee continuity of operations
- Orchestrated creation of elite Premier team, formulating Standard Operating Procedures and leading recruitment of top engineers to deliver exceptional support for high-value customers with minimum monthly recurring charge – MRC of $75K
- Successfully improved customer satisfaction by 20% through implementing targeted feedback mechanisms
- Increased average customer retention rate by 15% by optimizing support processes and response times
- Managed support operations for a team of 50 agents, ensuring coverage for over 1,000 customer inquiries daily
- Reduced customer complaint escalations by 30% through proactive communication and solution tracking
Area Manager
Utiligi Communication
Vancouver
01.2017 - 01.2018
- Nurtured cross-team collaboration by delegating assignments and assessing team performance
- Led walkout, design, and permitting of outside plant fiber networks, while facilitating WIP meetings and monitoring budgets
- Forged strong relationships with business partners and stakeholders, sustaining effective communication and solving issues
- Elevated productivity by 50% through managing staffing initiatives as well as overseeing training and development programs
- Reduced unnecessary costs by consolidating positions as well as streamlining headcount, ensuring team performance aligned with company success
- Drove revenue generation, including prioritizing initiatives and training employees in effective CAD walkout design and proper job site walkthrough techniques
- Spearheaded various projects from inception to completion, involving uncovering project phases, defining timelines, and sustaining project costs
- Secured substantial results by coaching cross-functional teams, developing clear goals and business plans, and optimizing operations for maximum productivity
- Increased operational efficiencies and attained remarkable surge in weekly cash flow from 35K to 85K per month for Vancouver area, allowing team to manage greater volume of contracts without compromising work/life balance
- Reduced customer complaints by 15% by streamlining support processes and enhancing team training.
Planning and Design Supervisor
Comcast
Oregon
01.2011 - 01.2017
- Directed implementation of processes for sales team's commercial quote workflow and pro-build workflow, utilizing engineering, planning and design, and construction teams
- Ensured efficient service restoration during outages by sustaining Comcast's fiber and coax documentation using updated tools
- Innovated fiber design tracker, integrating seamlessly with design manager system, enhancing efficiency for fiber designers
- Improved Comcast Plant development path across both new and established areas by partnering with City Authorities
- Pioneered cell back haul design in Oregon market, completing 218 cell tower designs in two months and surpassing three-month deadline by leading team
- Trained high-performing team in designing broadband communication systems, creating clear objectives, and coordinating schedules to ensure successful project execution
- Boosted employee experience by re-developing systems and structure, fostering collaborative team atmosphere to transform previously disgruntled department
- Initiated new design platform for Oregon and Southwest Washington market within 18-month timeframe, encompassing steering all aspects of development and delivering weekly updates to teams
- Received promotion from Technical Operations Supervisor & Lead Technician and Institutional Networking Supervisor to Planning and Design Supervisor by meeting and exceeding goals
- Reduced design error rate by 30% by implementing Six Sigma quality control processes.
Skills
- Six Sigma
- Tableau
- MS Office
- ADKAR
- ProSci
- Team Building
- Offshoring
- Contact Center Management
- Technical Leadership
- Customer support
- Cross-functional collaboration
- Change management
- Escalation handling
- Training and coaching
- Training and mentoring
- Client relationship building
- Call center management
Certification
- Lean Six Sigma Certified
- SSCA SIP Certified
- ProSci Change Management Trained
- Community Involvement Volunteer
Accomplishments
- Enhanced Customer Satisfaction, Increased customer satisfaction by 40% through strategic multi-channel support optimization.
- Expanded Team Expertise, Cross-trained 100% of team to become proficient in three product lines.
- Boosted Response Efficiency, Reduced response time by 30% after implementing new support procedures.
- Exceeded Revenue Goals, Surpassed revenue targets by 20% in Vancouver while maintaining operational efficiency.
Languages
English, Native
Timeline
Customer Support Manager
Nintex
01.2021 - Current
Premier Manager
Spectrum
01.2018 - 01.2021
Area Manager
Utiligi Communication
01.2017 - 01.2018
Planning and Design Supervisor
Comcast
01.2011 - 01.2017