Summary
Overview
Work History
Education
Skills
Certification
Community Outreach
Timeline
Generic

MATTHEW O'MALLEY

Kittery,ME

Summary

Customer Relations and process improvement professional with 13+ years of experience leading top-performing customer-facing teams in market leading organizations and in highly competitive sectors. A data-driven leader, passionate about key relationship development, executing on strategic plans and creating efficiencies. Exploring opportunities for career advancement in 2024.

Overview

16
16
years of professional experience
1
1
Certification

Work History

SENIOR DIRECTOR, GLOBAL CUSTOMER RELATIONS

Milliken and Co. - Healthcare DBA Ovik Health
08.2015 - Current
  • Directs product development and product life cycle efforts between key stakeholders to coordinate product launches, product evolution and product discontinuation
  • Manages relationship with 400 global customers - including complex health care organizations, Omni Channel Veterinary Health Businesses, Fortune 100 organizations IE: Medline, Covetrus, MWI, Cardinal Health, McKesson, CVS Caremark, Walgreen, Walmart and FedEx
  • Systematically leverages SQDC methodology a long-proven track record of increased customer satisfaction, safety and profitability. Developed and implemented new standard operating procedures for Warehouse and Customer Support Teams. These processes improved operational safety (348+ days without an OSHA recordable event), decreased shipping quality complaints by 50% YOY, increased OTIF which resulted in higher Net Promoter Score from Customers and mitigated contractual fines.
  • Manages a team of 12 direct reports with locations in Salisbury MA, Portsmouth NH and Spartanburg SC
  • Directly supports a team of 28 Field Sales Representatives and 4 Clinical Support Professionals
  • Customer centric approach - Established metrics that monitor company performance and customer satisfaction. Conducts monthly analysis and trending. Communicates results to stakeholders within organization.
  • Reports to Vice President of Sales and Marketing. Effectively presents project scopes, timelines, updates and completion to stakeholders and executive management IE CEO, CFO and VP of Operations
  • Skilled at complex vendor negotiations - Designed and implemented new Freight Carrier program (TMS - transportation monitory system). Robust LTL, Parcel and TL shipment negotiations with FedEx, UPS Freight, Arc Best, Old Dominion, ADuie Pyle, Roadway YRC and multiple regional carriers. New program resulted in a cost savings of $1.6mil over 3 years and improved Customer Experience.
  • Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
  • Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
  • Created an agile working environment, enabling rapid response to changing business needs without sacrificing quality or performance standards.
  • Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.
  • Led cross-functional teams to successfully launch new products, meeting deadlines and budgets.
  • Facilitated seamless business transitions during mergers or acquisitions, ensuring minimal disruption to ongoing operations while integrating teams effectively.
  • Navigated complex regulatory environments to ensure ISO 13485 compliance with local laws, standards, and regulations relevant to the business domain.
  • Improved customer experiences to increase renewal rates, reduced churn and enhanced support services.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Chairman of Portsmouth Safety Committee - AED, First Aid, CPR and BB Pathogen certified
  • Milliken Pride DEI Network - Healthcare Ambassador

MANAGER, CUSTOMER SUCCESS & MARKETING

MMS USA
08.2011 - 07.2014
  • Oversaw all aspects of marketing - trade shows planning, brochure development, marketing displays, community events
  • Researched target markets and conducted competitor analysis to generate sales and new business
  • Business analysis - competitor comparison, international growth opportunities/threats
  • Provided pre-sales support and customer service to prospects and customers via email, and telephone
  • Met and exceeded monthly sales quotas by retaining existing business and acquiring new customers
  • Processed, tracked, converted leads to qualified leads
  • Analyzed customer feedback and implemented improvements for communications
  • Assisted in retaining existing business by managing hospital/clinic accounts, and providing superior customer service
  • Weekly and monthly financial reporting - commission reports, sales reports (East/West), trending forecasts
  • Hosted quarterly webinar training events for pH Impedance, Anorectal Manometry, Urodynamics and High-Resolution Manometry
  • Coordinated in house training for both national and international medical professionals and sales team
  • Worked directly with Clinical Educators - site visits, equipment training, client follow up
  • Managed incoming technical support calls from customers and representatives
  • Reported directly to President of the company.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.

REAL ESTATE CONSULTANT VI- SALES ASSOCIATE

Downing-Frye Realty
07.2008 - 08.2015
  • Conducted market research and analysis
  • Data entry - BPO (broker price opinion), MMR (monthly marketing report, MSR (monthly status report)
  • Corporate accounts development - acquire/retain existing asset management accounts IE Fannie Mae, Freddie Mac, Wells Fargo and Select Portfolio Services
  • Marketing - MLS (multiple listing service), brochures, mailings, advertisements, photography services, qualify leads
  • Contract negotiation
  • Collaborated with other real estate professionals such as attorneys and title agents to ensure seamless transactions for all parties involved.
  • Handled sensitive client information discreetly while maintaining strict confidentiality during negotiations and transactions.
  • Wrote listings detailing and professionally highlighting property features to increase sales chances.
  • Developed long-lasting relationships with clients by providing exceptional customer service throughout the entire transaction process.

Education

Bachelor of Science (B.S) - Financial Services And Marketing

University of Maine
Fort Kent, ME
05.2009

Skills

  • CRM: Salesforce, SAP, PROFIT, Sugar, Made2Manage
  • Expert user of Microsoft Suite
  • Recruiting
  • Collaborative Leadership
  • Customer Relationship Management
  • Culture Transformation
  • Database Management (10 years)
  • Policy Development
  • Quality Control
  • Stakeholder Relations
  • Customer support
  • Market analysis

Certification

  • Six Sigma Yellow Belt Certified
  • University of Virginia - Darden School of Business Leadership Certification


Community Outreach

  • New England Cancer Center - Volunteer Ambassador
  • Outright Pride - DEI - Member and Volunteer

Timeline

SENIOR DIRECTOR, GLOBAL CUSTOMER RELATIONS

Milliken and Co. - Healthcare DBA Ovik Health
08.2015 - Current

MANAGER, CUSTOMER SUCCESS & MARKETING

MMS USA
08.2011 - 07.2014

REAL ESTATE CONSULTANT VI- SALES ASSOCIATE

Downing-Frye Realty
07.2008 - 08.2015

Bachelor of Science (B.S) - Financial Services And Marketing

University of Maine

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MATTHEW O'MALLEY