Matthew Dayman Email & Phone Number

Calgary, Ab, Ca

Calgary, Ab, Ca

Calgary, Alberta, Canada

• Led 7 Team Leads and Sales Analysts, and provided operational oversight and support to 3 call centres (reflecting 250+ employees); promoted to establish the organization’s first Sales Operation Management position, acting as key point of contact liaising with call centre leads and HQ to formulate strategies and drive operational efficiencies• Collaborated with sales and other departments (Tech Ops, Finance, Marketing, Salesforce, IT, Product, third-party vendors, etc.) to manage business requirements and large-scale projects (managing ~ 20-30 large-scale projects simultaneously)• Initiated and implemented changes in process mapping, identifying risks and requirements, and supporting the creation of reporting, knowledge documentation, training, and communications• Mitigated risks through data analysis and targeted strategy including increased visibility, coaching, training, and establishing clear performance metrics for sales agents• Led the QA team supporting 400+ sales agents maintain compliance of proper sales processes, reduce revenue leakage, and conduct fraud investigations, with projected savings of $1M/year• Partnered with Finance to identify revenue risks and opportunities while aligning strategies with HR for agent behaviour improvements; led the analysis of 1 year of raw finance data to uncover patterns and build strategies that targeted high impact improvements with low lift to decrease bad debt through proper credit check processes and customer onboarding, leading to an immediate decrease of bad debt post-improvements• Supported all Go-to-Market activities for new product launches and changes, ensuring people readiness and seeing 100% sustained or improved sales performance through disruptive business changes• Supported strategic planning and execution of integration work, including new product introductions, pricing, offers, lead management/strategy, clean data transfers, and smooth processes for sales

• Hired, trained, coached, and developed highly engaged teams of 15-20 sales professionals (achieving an eNPS score of +75), and facilitated meaningful career conversations to build individual development plans• Created, executed, and reported on national sales plans and results, consistently exceeding targets 90%+ of the time• Coached toward 80% of team members achieving individual sales targets, lowering the reliance on top performers to reach macro targets• Developed a hybrid contact centre to support inbound and outbound sales, increasing agent productivity and lowering the average speed of answer (ASA) under 20 seconds• Managed transition from 100% in-office teams to 100% remote workforce, proactively mitigating challenges and ensuring productivity was maintained• Implemented incentive programs for contact centre team, recognizing top performers and promoting team culture ($100K budget)

• Provided coaching and support to 70+ Customer Solutions Experts (outbound sales teams)• Led a last placed sales team to become the first place team through effective team building, sales coaching, and targeted incentives (3 times)• Identified and escalated agent/ customer-impacting issues, ensuring rapid resolution of problems• Led team on innovation projects and initiatives, including pricing construct (pricing, promotions, bundling), merging Product & Pricing teams for cohesive strategies, etc.• Developed expertise of product, process, and promotional information

Kelowna, Bc

• Consistently achieved 2nd place nationally among 150-200 sales reps each year (inside and outside sales)

Fernie, Bc