Summary
Overview
Work History
Education
Skills
Headline
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Work Availability
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Vadim Matusovskiy

Vadim Matusovskiy

Summary

Performance-driven Vice President with 20+ years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.

Overview

21
21
years of professional experience

Work History

Vice President, Global Customer Support

Diligent/Galvanize/Rsam
06.2017 - Current
  • Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
  • Leading a global team of 100+ Customer and Technical Support Agents
  • Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
  • Implemented KPI-based skill measurement and increased efficiencies by 35% and CSAT of 98%
  • Cultivated strong relationships with key stakeholders, including customers and internal to promote collaboration and long-term success.

Director, Customer Success Engineering

Vidyo, Inc.
09.2016 - 06.2017
  • Created a successful adoption workflow of SaaS, PaaS, and on-premise solutions for Enterprise-class accounts
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established deep partnerships and cross-functional processes with Customer Success, Customer Support, Product and RnD to ensure seamless execution of service and high-level customer experience
  • Developed and provided customers with success blueprints, service plans, and business roadmaps that outline their critical success factors, metrics for success, and potential issues.

Director – Vidyo Support Tier 1 & 2

Vidyo, Inc.
11.2010 - 09.2016
  • Collaborated closely with cross-functional teams across multiple departments to effectively recognize, address, and resolve escalated customer service issues
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.

Special Project Manager

Advanced Security Systems, Inc.
07.2008 - 01.2011
  • Integrally involved in the designing, developing, implementing, and evaluating of a custom security project
  • Coordinated all phases of a project that was subsequently implemented by multiple subcontracting companies
  • Played a crucial role in successfully expanding the business into the commercial security systems market
  • Led highly complex, multi-faceted initiative to incorporate numerous process improvements to enable the company to handle projects exceeding $500K in value, including; Developing and implementing training programs, processes, and procedures; Strategically sourcing and hiring top-level talent to fill several key positions; Determining team compositions based on each team member's specific strengths.

Project Manager

Lowell Edwards, Inc.
02.2003 - 07.2008
  • Developed and launched a custom audio/video project involving extensive technical support, site maintenance, and evaluation
  • Interfaced directly with clients to communicate proposed project scope, timeline, design, and budget
  • Efficiently coordinated project logistics and allocated resources/materials to ensure on-time project completion
  • Supervised and managed a cross-functional team to install, program, integrate, and service audio/visual systems
  • Provided training to new staff/interns in accordance with company policies/procedures and audio/visual practices.

Education

Professional Certificate in Management - Management, Critical Management Skills, Leadership, Strategic Leadership

Mendoza College of Business, University of Notre Dame
Notre Dame, IN
09.2019

Master of Science - Electrical Engineering, Electronic Engineering, and Military Engineering Unit Management

Kiev Military Aviation Engineering Academy
Kiev, Ukraine
08.1991

Skills

  • Customer Service
  • Cross-Functional Leadership
  • Policy Development
  • Performance Management
  • Customer Relations
  • Team Building
  • Staff Development
  • Operations Management
  • Process Improvement
  • Strategic Planning
  • OKRs and KPIs
  • Decision-Making
  • Process Optimization
  • Complex Problem-Solving
  • Performance Monitoring
  • Customer and Employee Rapport
  • Budgeting and Forecasting
  • Coaching and Mentoring
  • Executive Leadership
  • Innovative and Visionary
  • Results Orientation

Headline

Head of the Customer Support

Languages

Ukrainian
Native or Bilingual
Russian
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

If you really want to do something, you'll find a way.If you don't, you'll find an excuse.
Jim Rohn

Timeline

Vice President, Global Customer Support

Diligent/Galvanize/Rsam
06.2017 - Current

Director, Customer Success Engineering

Vidyo, Inc.
09.2016 - 06.2017

Director – Vidyo Support Tier 1 & 2

Vidyo, Inc.
11.2010 - 09.2016

Special Project Manager

Advanced Security Systems, Inc.
07.2008 - 01.2011

Project Manager

Lowell Edwards, Inc.
02.2003 - 07.2008

Professional Certificate in Management - Management, Critical Management Skills, Leadership, Strategic Leadership

Mendoza College of Business, University of Notre Dame

Master of Science - Electrical Engineering, Electronic Engineering, and Military Engineering Unit Management

Kiev Military Aviation Engineering Academy

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