Matthew Gordon
International Sales Support Team Leader
Portland,OR
Summary
Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. History of supporting internal teams to create successful outcomes for clients.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
International Sales Support Team Leader
Fisher Investments
Camas, WA
08.2019 - Current
- Responsible for hiring, development, and oversight of three separate teams supporting both sales and service initiatives
- Coaching and development of 20+ direct reports through weekly individual check-ins, monthly goals meetings, and weekly team meetings
- Successfully hired and onboarded 40+ employees
- Created and successfully executed Engagement Series for the international organization to increase engagement of virtual workforce - received 90%+ positive feedback as measured by Innovation team
- Successfully promoted 100% of eligible employees to new roles through active development plans
- Received highest DAC/B survey responses out of the International Team
- Liaised with multitude of senior managers of internal departments (Portfolio Evaluation, Financial Advising, Client Service Operations, et al.) to develop solutions to shared objectives
International Sales Support Specialist
Fisher Investments
Camas, WA
07.2017 - 08.2019
- Responsible for lead flow assignment and prioritization for Salespeople in Italy & Spain, including territory redistribution to maximize efficiency
- Led daily coaching calls to discuss organization, prioritization, and sales tactics with Italian and Spanish salespeople to maximize their conversion
- Created and oversaw Lead Dashboard project that increased efficiency and quality of lead assignments by removing manual reporting, and utilizing CRM data to highlight lead opportunities - saving approximately 750 hours per year
- Led Junior Associate (JA) workflow prioritization to increase operational efficiency for full-time Sales Support Specialists by identifying high-volume, low-risk tasks that part-time JAs could complete - less than 2% error rate in tasks taken over by JAs
- Created and oversaw rollout of JA Suitability Call Scheduling project that had major success in increasing rate of speaking with clients about their annual review (a regulatory requirement)
- Creation and ongoing maintenance of reports specific to Italian and Spanish Salesforce
- Developed working knowledge of Microsoft Dynamics CRM to effectively track sales leads and activities
Regional Sales Associate
Fisher Investments
Camas, WA
02.2015 - 07.2017
- Facilitated external sales process into internal service process by being internal liaison for all outside salespeople
- Partnered with many internal groups to provide analyses on portfolios, account transfer paperwork, and closing documents to ensure smooth operations for end clients
- Worked with over 100 Salespeople throughout entire US
- Earned Premiere Service Group (PSG) standing and was dedicated to two top performing salespeople
- Facilitated funding of $200MM in ‘16-‘17 fiscal year between both PSG relationships while maintaining high level of production with non-dedicated relationships and mentoring new hires
Education
Bachelor of Science - Finance & International Business
University of Tennessee
Knoxville, TN 08.2010 - 12.2014
Certified Customer Success Manager
SuccessCoaching
07.2022 - 08.2022
Skills
Employee Engagement & Development
Public Speaking5 Years International ExperienceRemote Management
Project ManagementDiversity, Equity, Inclusion, and Belonging Training
Passed Series 65, Series 7, and SIE exams
Team Creation - Hiring/Interviewing
Team Building - Engagement Activities
Identifying Process Gaps
Identifying Successors for Key Responsibilities
Sales Coaching
Timeline
Certified Customer Success Manager
SuccessCoaching
07.2022 - 08.2022
International Sales Support Team Leader
Fisher Investments
08.2019 - Current
International Sales Support Specialist
Fisher Investments
07.2017 - 08.2019
Regional Sales Associate
Fisher Investments
02.2015 - 07.2017
Bachelor of Science - Finance & International Business
University of Tennessee
08.2010 - 12.2014