Matthew O'Brien
Customer Care and Account Management
Oakland,California
Summary
Customer Care and Account Manager offering 10 year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Experienced in providing analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
13
13
years of professional experience
Work History
Customer Care Manager
18Birdies
05.2017 - 03.2026
- Managed and scaled the customer support and account care team, shifting the department from basic troubleshooting to proactive account management.
- Designed and ran structured onboarding and training programs for incoming data entry and customer support teams to get new hires up to speed quickly.
- Wrote product requirement documents (PRDs) for internal automation tools, including an AI-assisted scorecard system that cut down manual support workflows.
- Built side-by-side data management tools that let agents resolve complex account discrepancies on the spot, improving retention and user satisfaction.
- Used Mixpanel, QuickSight, and MoEngage to track support trends and run targeted engagement campaigns to keep user churn low.
Account Executive
Sadie Golf Tournaments USA, LLC
08.2016 - 10.2016
- Served as the primary point of contact for B2B accounts, handling everything from initial client onboarding to final software execution.
- Consulted directly with partners to help them integrate specialized tournament management software into their operations.
Regional Director of Tournament & Private Event Sales
American Golf Corporation
11.2013 - 03.2016
- Promoted to regional oversight to manage tournament and private event sales across four courses (Monarch Bay, Tilden Park, Franklin Canyon, and Summitpointe), successfully owning a $1.5M annual sales goal.
- Handled the full sales cycle, contract negotiations, and relationship management for corporate clients and high-value accounts.
- Coordinated across departments—including course operations, food and beverage, and local management—to ensure smooth event delivery.
Tournament Sales Facilitator
Monarch Bay Golf Club
11.2012 - 10.2013
- Managed tournament sales for a single property, consistently meeting and exceeding a $250k annual sales target.
Education
Associate of Applied Business - Golf Complex Operations and Management
Golf Academy of America-Carlsbad
Carlsbad, CA01-2012
Skills
- Support & CRMs: Salesforce, Intercom, HelpScout, HubSpot, Sage
- Analytics & Marketing: Mixpanel, Amazon QuickSight, MoEngage
- Core Tools: Advanced Google Sheets / Excel, Document Annotation, PRD Drafting
- Customer relations
- Team management
- Delegation and supervision
- Training and mentoring
- Data tracking
- Cross-functional collaboration
Timeline
Customer Care Manager
18Birdies
05.2017 - 03.2026
Account Executive
Sadie Golf Tournaments USA, LLC
08.2016 - 10.2016
Regional Director of Tournament & Private Event Sales
American Golf Corporation
11.2013 - 03.2016
Tournament Sales Facilitator
Monarch Bay Golf Club
11.2012 - 10.2013
Associate of Applied Business - Golf Complex Operations and Management
Golf Academy of America-Carlsbad