Mat Powell Email & Phone Number

Felixstowe, Gb

Felixstowe, Gb

Ipswich, England, United Kingdom

Product Owner, Motor Industry, Brussels, JAN 2023 TO DATEAs the Product Owner for a CRM case management tool, I have driven the design and implementation of key features under the Omni Channel Program, ensuring alignment with the customers digital strategy. I balanced the diverse needs of National Marketing and Sales Companies (NMSCs) across Europe while promoting and rolling out the product.I Created and articulated a clear product vision for the customer, delivering a prioritised backlog and validated product roadmap that aligned with stakeholders at all levels. I prioritised features based on business value, defined user stories, and set acceptance criteria to ensure efficient development and delivery.I Collaborated with NMSCs to validate product enhancements, ensuring smooth product rollouts and effective UAT planning, while working closely with development teams and QA to refine backlog features and clarify requirements, ensuring successful deployments.Business & Data Analyst, Travel Industry, Amsterdam, SEP 2022 – DEC 2022I worked on a data analytics project for my customer, where I helped develop dashboards and insights to support their new CRM implementation. My contributions enabled the company to have a more comprehensive view of customer interactions and optimize CRM performance.

Ipswich, England, United Kingdom

I was responsible for delivering large platform change into the webchat and asynchronous messaging channels. Focusing on the integration of the channels and customer processes into our new CRM solution, while maintaining most of my previous responsibilities.During this period my biggest achievement was in delivering an integration between the chat bot and our new CRM solution. This allowed us to fully automate a customer’s ID&V process, as well as route customers to the correct agents first time, to provide both a better customer experience and delivered additional cost savings on the WhatsApp channel.

Ipswich, England, United Kingdom

I was responsible for the webchat platform and associated campaign management, delivering increased incremental trading performance and reducing customer contact costs by making the best use of the platform and resources.I worked seamlessly between marketing, operations and digital scrum teams to ensure 24/7 platform uptime while supporting continuous improvements. I also managed compliance, working with the risk team on data retention and security.My first task was a complete platform restructure, simplifying the skill matrix and campaign structure, which enabled forecast-based scheduling and reduced frontline staff by 10%, while improving agent efficiency. I also designed and launched the group’s first WhatsApp channel with an automated chatbot, delivering additional cost savings through the asynchronous format.

Ipswich, England, United Kingdom

I was responsible for the implementation of BI reporting and data structures for the Personal Lines Business Change team; using SQL and VBA to automate in depth BI reports by integrating data from various systems and suppliers to develop a unified view.I developed and deployed a combined webchat and workflow solution for Green Flag, delivering an efficient solution within harsh operational constraints, including a workflow management database for the frontline team. I also provided recommendations to key stakeholders, helping drive further business improvements based on detailed data analysis.

Ipswich, England, United Kingdom

I provided support to the Regional Site Managers to allow them to deliver results in line with agreed targets and standards by providing in depth analysis on key KPI’s.

Ipswich, England, United Kingdom

I created and maintained VBA macro reports which produced daily MI (Management Information) for consultants as well as providing key statistical analysis on the pilot performance to stakeholders.

Ipswich, England, United Kingdom

I dealt with customers day to day, answering incoming sales calls as well as policy renewal.

Ipswich, England, United Kingdom

As head cashier I was responsible for balancing the entire branch cash pool daily and personally won an award for maintaining a perfect record for over a year.

Ipswich, England, United Kingdom

I was responsible for Import Merchant Releases from UK ports as well as dangerous goods.I suggested, designed and oversaw the introduction of new electronic filing system to reduce paper and improve workflow within the imports department.

Hadleigh & Sudbury, England, United Kingdom

I ran a community magazine franchise, designing customer adverts using Adobe Illustrator and Photoshop, as well as typesetting the monthly magazines as per branding guidelines.

Ipswich, England, United Kingdom

I dealt with customers day to day, answering incoming sales calls as well as policy renewal.