Matt Cokely Email & Phone Number

United States

Hillsboro, Or

Largest real estate franchise in North America, with more 750 franchises throughout the United States and Canada.Meeting with potential buyers, conducting drop-ins, and responding to inquiries from buyers and sellersConducting thorough property examinations to recommend improvements that enhance salabilityGenerating listings of properties for sale; inclusive of locations, descriptions, and available financing optionsEstablishing rapports with potential buyers by assessing needs while matching criteria with corresponding listings, showing properties, and relaying offersMediating negotiations between buyers and sellers over property prices and settlement detailsMaintaining current knowledge of real estate law, fair housing laws, mortgages types, and financing options

Hillsboro, Or

Global providers of small business services consisting of ecommerce, webhosting, domains, advertising, and local marketing. Oversaw strategic planning, management, development, and customer support operations for Yahoo Small Business domains, business email, webhosting, and ecommerce products Led and directed a global team across two contact support centers and 140 offsite vendor personnelOrchestrated a turnaround of sub-standard site performance, exceeding all key performance indicators: - Reduced average response time from email support from 6 weeks to 2 hours - Improved T3 Escalation resolution times from 4 weeks to 7 days - Reduced Average Handle Times by 21% - Reduced Phone Average Speed of Answer from 15 minutes to under one minute - Improved Customer Support Quality scores from 85% to 93% - Improved Phone Service Levels from 65% answered to 95% answeredStrategized and launched a successful NPS program which resulted in an improvement of customer satisfaction by 23%, customer retention by 30%, and an increase of transactional support NPS by 30 points Created and launched pilot customer success programsImplemented Salesforce Chat and Community support options into the customer contact flowLed account management merchant development offsite meetings and focus groups to help increase revenue and customer retention

Hillsboro, Or

Concurrently led and directed multiple cross-functional teams; inclusive of social media/community support personnel, operations managers, technical support agents, and ecommerce account management teams across multiple locations for all Yahoo core productsCreated and managed Gemini Online Signup platform advertiser support and escalation teams providing advanced technical and billing support for Yahoo products, services, and customersCollaborated with product, engineering, operations, marketing, and support teams to develop product strategy and feature prioritization, measure customer sentiment, and provide updates on product issues and customer feedbackPartnered with senior executives, legal, public relations, and other internal teams to ensure customer issues were resolved efficiently and effectively, protecting the company brand and driving customer loyaltyAdministrated support, retention, and growth of 3,000 top Yahoo Small Business ecommerce merchants, operating more than 5,000 websites with billions in annual online salesSteered strategic operations for 35 developer partners on the Yahoo Small Business Developer NetworkOperated as primary point of contact for multiple cross-functional teams, including Yahoo Public Relations social response team, PayPal (including escalations), Yahoo Shopping, and moreCoordinated with Better Business Bureau to resolve Yahoo customer escalations and maintain 19 year A+ BBB RatingDesigned and scheduled proactive social support brand posts to minimize contact deflectionCoordinated and led cross-functional meetings between management, engineering, and product teams to communicate product trends, address customer concerns, and align product improvement strategiesManaged CRM system used to track and assess platform feature adoption and revenue across over 30K unique accountsCreated and implemented an escalation process for media and tradeshow escalations

Hillsboro, Or

Led and managed retention and revenue growth efforts for 1,800 ecommerce merchants, operating over 2,500 websitesCo-managed daily operations of Yahoo Small Business Developer Network, comprised of 35 web developer partnersSuccessfully grew over 200 accounts from mid-tier to top-tier segment

Hillsboro, Or

Hillsboro, Or

Hillsboro, Or