Matthew McInnis
Austin,TX
Summary
An exceptional communicator with a true passion for crafting world-class Customer experiences. Detail oriented, data driven, and culture focused, with more than a decade of experience managing large and small teams of support personnel. Committed to continuous process improvement to drive ongoing success through vigilant attention to detail and a passionate dedication to helping people.
Overview
19
19
years of professional experience
Work History
Customer Service Supervisor
Stryker, Inc.
09.2021 - 09.2022
- Coached, developed, managed, and hired a remote team of support agents
- Monitored and managed productivity for the team, including constructive coaching and performance management in the third highest-volume region of the country
- Collaborated and built relationships with the second most productive sales team nationwide to maximize support effectiveness
- Served as escalation point for Customer issues of all kinds, including billing and purchase order issues as well as internal Customer questions from the sales and accounting teams.
GPS Coach
Apple, Inc
09.2011 - 09.2021
- Designed, championed, and implemented innovative global system for tracking manager performance
- Coached and informed leaders and leaders-of-leaders in maximizing quality, utility, and performance of Customer interactions
- Solved complex strategic problems of management and coaching delivery in a technical environment
- Analyzed metric data and produced monthly/quarterly Executive Summaries of management performance
- Entered and managed performance data in MySQL for a global performance database, scrubbing data for validation beforehand
- Wrote, edited, and published a wide variety of communications, data reports, and training, for a global audience
- Delivered clear and effective presentations and training sessions on complex and critical topics for a global audience
- Nurtured and maintained a network of business relationships throughout a global support organization
- Wielded influence as a thought leader across that network to shift practices and goals.
AppleCare Team Manager
Apple, Inc
04.2008 - 09.2021
- Championed a culture of world-class Customer focus, collaboration, and innovation in a fast paced call center environment
- Provided coaching focused on world-class Customer experiences, adapted to each employee's strengths and learning style
- Consistently generated 95%+ Customer Satisfaction, targeted AHT, and other KPIs on a monthly basis
- Specialized in onboarding new Advisors, teaching culture, procedure, and Customer focus
- Supported both in-person and remote support advisors doing phone, email, and chat support
- Taught skills in proactively solving complex technical problems
- Monitored Customer interactions daily to assure world-class Customer experiences
- Proactively interviewed, hired, trained, developed, and mentored diverse employees for future leadership roles
- Constantly collaborated with peers and superiors to maintain high organizational function
- Navigated complex issues by incorporating diverse points of view
- Produced multiple documents, resources, training, and job-aids to motivate and accelerate the ramp of new employees
- Designed and constructed the policies and processes for the premier white glove support team in AppleCare
- Constantly monitored employee performance in Customer support interactions
- Maintained technical proficiency in the same categories as my employees
- Adhered to the highest standards of ethics in the conduct of Apple's business.
AppleCare Coach
Apple, Inc
06.2007 - 04.2008
- Taught employees fundamentals of a world-class Customer experience
- Worked with AppleCare Team Managers to assess and develop agent performance
- Wrote, developed, and delivered multiple training programs for a wide audience of phone, email, and chat support
- Constructed coaching plans and resources to improve agent performance along specific axes of metrics
- Traveled around the world to deliver training to employees in a variety of skills related to Customer interactions, including positioning and listening Skills
- Wrote, developed and published web-based training modules.
Various Support Advisor positions
Apple Computer, Inc
09.2003 - 06.2007
- Provided world class support for both billing and technical issues via engaged phone conversation and personalized email correspondence
- Consistently generated exceptional Customer Satisfaction results
- Expressed complex principles of technical support clearly and effectively utilizing exceptional verbal and written communication skills
- Served as escalation point for extraordinarily complicated or difficult issues
- Supported a wide variety of products from portable computers to online services like iTunes and MobileMe
- Demonstrated exceptional communication skills
- Positioned and sold Apple hardware/software/support products
- Exercised sound judgment in appeasing unsatisfied customers.
Education
High School Diploma -
Topeka High School
Topeka, KS05.1988
Skills
- Workflow and productivity management for employees, leaders, and leaders of leaders
- Performance coaching for direct support and leaders to produce world class Customer experiences
- Process diagnosis and improvement
- Training design and delivery
- Policy and procedure design and implementation
- Interviewing, hiring, and training employees and leaders
- Exceptional analytical and communication skills
- Wielding of influence as a thought leader in a global organization
- Report Generation
- Team Development
- Handling Escalations
- Issue Resolution
Additional Information
MATTHEW MCINNIS-Nurtured and maintained a network of business relationships throughout a global support organization -Wielded influence as a thought leader across that network to shift practices and goals
Timeline
Customer Service Supervisor
Stryker, Inc.
09.2021 - 09.2022
GPS Coach
Apple, Inc
09.2011 - 09.2021
AppleCare Team Manager
Apple, Inc
04.2008 - 09.2021
AppleCare Coach
Apple, Inc
06.2007 - 04.2008
Various Support Advisor positions
Apple Computer, Inc
09.2003 - 06.2007
High School Diploma -
Topeka High School