Mathias Ham Email & Phone Number

Kansas City, MO, US

• Conduct extensive data gathering and analysis surrounding client-reported issues to uncover trends, root causes, and provide actionable solutions.
• Leverage Salesforce reporting to identify customer challenges, analyze root causes, and deliver data-driven solutions that enhances client outcomes and satisfaction.
• Design and implemented a process to facilitate account-specific metrics and tailored resolutions, contributing to the retention of accounts valued at approximately $6 million.
• Developed a staffing model to expand the team, aligning resources to operational needs and improving overall capacity for issue resolution.
• Currently leading the rollout of a new integration, managing end-to-end implementation by:- Identifying assets for deployment- Developing and executing a detailed timeline- Overseeing the software integration process.
• Creating comprehensive reports and visualizations to communicate findings, enabling internal teams and stakeholders to make informed, data-driven decisions.

Denver, CO, US

• Led a remote team of 15 direct reports and served as a point of contact for 40 individual contributors, ensuring seamless onboarding experiences for new Evolve clients
• Utilized key performance indicators (KPIs) and innovative operational practices (IOPs) to train, coach, and motivate the team, consistently achieving activation goals. Achieved the Quarterly Excellence Award in my.
• Responsible for payroll processing and utilization.
• Acted as the principal liason with the Operations team, driving strategic shifts in day-to-day operations tooptimize efficiency and achieve peak performance.

Denver, CO, US

• Supervised the daily operations of the Guest Experience team of 50, providing guidance and coaching based on KPIs.
• Served as the primary escalation point for calls and cases, delivering exceptional hospitality to all Evolve guests.
• Collaborated with management to enhance operational efficiency, adhering to industry standards and introducing novel concepts for brand success.
• Fostered positive interdepartmental relationships, working collaboratively with customer-facing departments to achieve high service level standards and align action items with company goals.

Denver, CO, US

• Delivered exceptional customer service to guests utilizing Evolve Vacation Rental properties, ensuring their satisfaction throughout the reservation process.
• Conducted reservation adjustments and effectively communicated Evolve policies and procedures to guests.
• Collaborated with various teams within Evolve to establish a trustworthy environment for all stakeholders.
• Demonstrated clear communication and independent decision-making skills in providing personalizedsolutions.

Denver, CO, US

• Communicated empathetically with guests and property owners to resolve issues that arose during vacation rentals, ranging from cleanliness concerns to maintenance-related matters.
• Utilized in-depth product knowledge to provide comprehensive assistance and guidance to guests and property owners, instilling confidence in the resolution process.
• Employed a clear and concise communication style to navigate sensitive situations with professionalism and tact, fostering positive relationships and maintaining the integrity of the Evolve brand.

Fayetteville, Arkansas, US

Irving, TX, US

Irving, TX, US

Served as the professional adviser to a volunteer corps of over 1,000 individuals. Responsible for facilitating the increase in financial resources and membership recruitment and retention. Serving as the face of the organization to community leaders, I worked alongside them to identify, recruit, train, and guide the future adult leaders of the Boy Scouts.

Irving, TX, US

Hired, trained, and managed a team of approximately 70 staff members; collaborated with administration and area directors to facilitate a large-scale Boy Scout summer camp program. Responsible for the day-to-day operations of the camp, ranging from risk management to staff living accommodations. Successfully facilitating communication between staff and.

Irving, TX, US

Coordinated and supervised the activities, as well as safety, for participants in and around the Harmon Aquatics Center, while managing a staff of 7 instructors. Supervision included training of incoming staff as well as coordinating lesson plans to ensure proficiency.

Irving, TX, US

Responsible for hands-on instruction ranging from basic swimming techniques to advanced water rescues in both open water and pool scenarios. Managed students ranging in number from 1 to 20.