Matthew Jurgensen
Plantation,US
Summary
Results-oriented Business Analyst and Partner Account Manager with a strong background at Atkins and the State of Florida Department of Transportation. Demonstrated expertise in partnership development and business solutions, successfully enhancing customer satisfaction and driving growth. Proficient in Salesforce, team coaching, and transforming data insights into actionable strategies, leading to notable process enhancements and increased operational efficiency. Committed to maximizing revenue through effective sales strategies, conflict resolution training, and delivering exceptional client services.
Overview
9
9
years of professional experience
Work History
Partner Account Manager
State Of Florida Department Of Transportation
Boca Raton, FL
01.2022 - Current
- Conducted monthly meetings with partners to review performance metrics and identify areas of improvement.
- Developed and maintained relationships with partners to ensure customer satisfaction.
- Monitored market trends and identified potential new partnerships.
- Provided training and support for partners on product features and services.
- Developed presentations and other materials to illustrate campaign performance for use in management meetings.
- Collaborated with internal stakeholders to determine budgets for advertising campaigns.
- Efficiently communicated with account holders about payment changes and product updates.
- Maintained accurate records of all interactions with partners in CRM system.
- Reviewed industry and social trends to forecast future demand for green products.
- Tracked and assessed data to make immediate changes to underperforming strategies.
- Worked closely with executive team to outline company goals and transfer goals to account holders.
- Identified new business opportunities through partner engagement activities.
Business Analyst
Atkins
Boca Raton, US
12.2018 - 01.2022
- Responsible for assembling project team, assigning individual responsibilities, identifying appropriate resources needed, and developing schedule to ensure timely completion of project
- Communicated with Senior Project Manager, Stakeholders and team regarding status of specific projects
- Engage with client to gather software requirements/business rules and to ensure alignment with development teams
- Communicate with the business unit to gather requirements and accurately document technical/functional requirements
- Translate all stakeholder requirements into tangible deliverables such as functional specifications, user cases, user stories, workflow diagrams
- Identify and reconcile errors in client data to ensure accurate business requirements
- Analyze data from a variety of sources to provide business insights
- Ensure the entire team fully understands the business needs and critical success factors
- Work in collaboration with the Quality Assurance team to ensure test cases are sufficient and high-quality testing is completed within the project timeline
- Successfully developed and maintained inventory forecasting and fulfillment of purchase orders
- Resolved a backlog of more than 200k transponders by developing a fulfillment plan for all outstanding orders without error
Business Analyst
Kyra Solutions
Boca Raton, US
01.2016 - 12.2018
- Responsible for assembling project team, assigning individual responsibilities, identifying appropriate resources needed, and developing schedule to ensure timely completion of project
- Communicated with Senior Project Manager, Stakeholders and team regarding status of specific projects
- Ensures project methodologies, project delivery processes, and implementation management processes are followed
- This includes managing and driving: Project Schedule, Risk and Issue Management, Scope Change Management
- Facilitates/manages project communications and stakeholder, client and project team expectations
- Responsible for ensuring the smooth operation of our mission-critical and customer-facing IVR and inbound call distribution
- Monitor call levels in our IVR and modify our call trees to ensure proper flow-through and routing to our call center queues
- Continuously audit and analyze inbound call volumes to ensure high data quality
- Develop and improve production reporting on all IVR/inbound metrics
- Administer IVR and queue routing development and QA; report results to management
- Troubleshoot on production platform to include IVR call flows and related issues and identify the source of issues and fix or coordinate resources to fix those issues
- Conduct Root Cause Analysis and recommend appropriate solutions and continuous process improvement
- Work closely with call center management vendor, software development team, and other internal business teams to deploy builds to our test and production environments
- Successfully oversaw many aspects of the transition to CCSS that included the implementation of the Southeast Hub, relocating the call center, installation of all PC applications needed for CSRs, and the installation and documentation of all network and server equipment
Education
Degree in Audio Engineering -
Full Sail University
Winter Park, FLSkills
- Client Support
- Business Development Initiatives
- Coaching
- Process Improvements
- Process Management
- Loyalty Retention
- Inventory Management
- Operations Analytics
- Monthly Reports Analysis
- Troubleshooting
- Business Fulfillment
- Innovation
- Business Management
- Finance Acumen
- Contract Management
- Power BI
- Partnership development
- Account management
- Business solutions
- Data tracking and analysis
Timeline
Partner Account Manager
State Of Florida Department Of Transportation
01.2022 - Current
Business Analyst
Atkins
12.2018 - 01.2022
Business Analyst
Kyra Solutions
01.2016 - 12.2018
Degree in Audio Engineering -
Full Sail University
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