Matthew LaCount
Hart
Summary
Business Systems Specialist with expertise in Salesforce CRM and process improvement. Driven to optimize training and troubleshooting processes, contributing to increased service reliability and collaboration while effectively managing user issues and data privacy requests.
Overview
14
14
years of professional experience
Work History
Business Systems Specialist
Gerber Nestle USA
Fremont
10.2023 - Current
- Lead and develop new hire training sessions for Systems access and use.
- Assist in troubleshooting for Salesforce CRM Platform
- Develop systems training content for Systems updates and changes
- Validated new hire training outcomes, enhancing knowledge retention for onboarding process.
- Point of contact for processing of Data Privacy requests
- Oversaw support ticket workflow, ensuring timely resolution of user issues and improving service reliability.
- Served as local IT liaison, streamlining communication between departments to enhance collaboration.
- Functioned as Salesforce support liaison to assist users with platform issues.
- Served as liaison for Amazon Service Cloud Voice to resolve inquiries.
- Served as SHE representative for department to promote safety initiatives.
- Knowledge Article Updating and Management inside of Salesforce CRM
- New User creation inside Salesforce CRM
- All User Management of Skills and access levels
- AI Reporting ensuring AI is correct
- Threshold Data Reporting
- Sensitive Contact Reporting
- Testing of all enhancements and Changes to CRM
- Oversaw number blocking processes to protect against unwanted communications.
Senior Coordinator Customer Facing Training
Gerber Nestle USA
Fremont
03.2021 - 10.2023
- Lead and develop new hire training sessions that encompass products, systems, nutrition, and customer service for both the Gerber business as well as Nestlé Health Science
- Developed training content on product changes, ensuring frontline agents are informed and equipped to address customer inquiries
- Created training content on systems and process changes, facilitating smooth transitions for frontline teams
- Coached frontline agents on filing and handling mistakes, enhancing accuracy and service quality
- Evaluated new hires' interactions during contact reviews, offering constructive feedback for improvement.
- Ensured frontline agents received prompt assistance by actively managing Infant Helpdesk task queue.
- Coordinated with registered dietitians to address client inquiries
- Assist in troubleshooting technical problems for the Omni Salesforce system and basic PC issues
- Develop Training schedules for optimum ROI
Lead Operator
Consumer Engagement Specialists, Gerber Nestle USA
Fremont
01.2017 - 03.2021
- Handled inbound calls and social media (texts, web chats, posts) to address consumer inquiries and concerns, enhancing customer satisfaction
- Maintained overview of contact queues and reported issues to leadership after hours and weekends, ensuring continuous operational support
- Assisted co-workers with file structure and resolved difficult inquiries on social media, improving team efficiency in handling complaints
- Participated in both Sales Activation Pilots and Participated in Project Extend
- Assisted department by providing Dotti responses for Norm (Kb) inquiries
- Mentored a new hire to enhance their understanding of job responsibilities
Customer Service Representative Subject Matter Expert
Comcast
Tucson
02.2016 - 09.2016
- Managed escalated calls from agents to ensure timely and effective resolution of customer concerns
- Assisted customers with technical issues via phone
- Troubleshot media equipment issues, utilizing various programs and tools to identify and resolve customer technical challenges
- Mentored and coached co-workers on resolving technical file issues and addressing live questions
- Responded to a continuous stream of customer calls efficiently
- Entered customer interaction details in filing software to track requests, document problems and record solutions offered.
- Received cross-training in multiple departments including Movers Edge, Amazon, technical support, and sales
Senior Counselor Outdoor Education Instructor
Mystic Lake YMCA Camp, YMCA
08.2012 - 10.2015
- Supervised groups of up to 15 children during week-long overnight camping experiences, ensuring safety and fostering independence
- Led high adventure activities including high ropes course, giant swing, and rock wall climbing to promote teamwork and personal growth
- Teaching activities from Team Building, Archery, Outdoor survival, to Fire building, and Outdoor cooking
- Supervised individuals in small group atmosphere to cultivate safety, independence and structure
- Trained CITs on essential counseling skills to enhance camper support and engagement
- Trained and mentored Junior counselors including on-the-job training
Education
High School Diploma -
Walkerville High School
Walkerville01-2009
Skills
- Salesforce CRM
- Data Analysis
- Business Analytics
- Systems Integration
- Technical Documentation
- Technical troubleshooting
- Process Improvement
- Project coordination
- End-User Training
- Time management
- Prioritization skills
- Team collaboration
- Teamwork
- Adaptability and Flexibility
- Goal-Oriented
- Relationship management
- Time management
References
- Brianna Villarreal, Former Co-worker and Fellow SME at Comcast, 520-483-1670
- Amiee Woodrow, Program Director at Mystic Lake YMCA, 517-505-1438
- Tanya Powell Schaab, Sr Department Coordinator, 231-578-9477
Timeline
Business Systems Specialist
Gerber Nestle USA
10.2023 - Current
Senior Coordinator Customer Facing Training
Gerber Nestle USA
03.2021 - 10.2023
Lead Operator
Consumer Engagement Specialists, Gerber Nestle USA
01.2017 - 03.2021
Customer Service Representative Subject Matter Expert
Comcast
02.2016 - 09.2016
Senior Counselor Outdoor Education Instructor
Mystic Lake YMCA Camp, YMCA
08.2012 - 10.2015
High School Diploma -
Walkerville High School