Matt Dunn Email & Phone Number

Carnforth, Gb

Carnforth, Gb

Working with CX teams to increase productivity and provide actionable insights using prediction and GenAI.

In this position, I led the development and execution of global strategies for Customer Support, Technical Account Management, and Onboarding/Implementation teams. I collaborated with Finance to oversee the budget, enhance capacity planning, and advocate for investments that elevated service levels and customer experiences.Moreover, I forged strong cross-functional partnerships with the Product, Engineering, and Customer Success departments to ensure exceptional customer experiences and… Show more In this position, I led the development and execution of global strategies for Customer Support, Technical Account Management, and Onboarding/Implementation teams. I collaborated with Finance to oversee the budget, enhance capacity planning, and advocate for investments that elevated service levels and customer experiences.Moreover, I forged strong cross-functional partnerships with the Product, Engineering, and Customer Success departments to ensure exceptional customer experiences and bolster product adoption and satisfaction.* Introduced AI-based tools that increased support team efficiency.* Acted as the public face for the company during customer escalations and long-term relationship building.* Drove initiatives that significantly improved service levels and customer satisfaction.* Championed cross-departmental collaboration resulting in enhanced product adoption and customer success.* Advocated for strategic investments in technology and resources to advance customer experience and team capabilities. Show less

In this position, I led a team of three Support Managers and 20 Support Engineers to deliver world-class customer support and technical guidance. I refined and implemented escalation processes to enhance communication and resolution efficiency for both customers and internal stakeholders. Additionally, I played a pivotal role as a member of the Extended Leadership Team, contributing to strategic decisions and operations.* Established an escalation and backlog management process… Show more In this position, I led a team of three Support Managers and 20 Support Engineers to deliver world-class customer support and technical guidance. I refined and implemented escalation processes to enhance communication and resolution efficiency for both customers and internal stakeholders. Additionally, I played a pivotal role as a member of the Extended Leadership Team, contributing to strategic decisions and operations.* Established an escalation and backlog management process, improving issue resolution effectiveness.* Advanced the support infrastructure by integrating automation solutions for "how do I?" inquiries and AI-based ticket tagging, streamlining reporting, and ticket assignment.* Automated the handling of routine support tickets, directing users to relevant knowledge base articles and documentation.* Enhanced reporting capabilities and optimized workflow through the implementation of AI-based ticket tagging for automatic ticket assignment. Show less

I collaborated closely with the Director of Customer Support to scale the US support team, ensuring comprehensive coverage and enhanced customer service. I implemented a tiered support system to differentiate customer needs and optimize resource allocation effectively.I also established an escalations team to streamline support processes and facilitate swift resolution of complex issues. Furthermore, I developed and conducted troubleshooting workshops to empower customers with knowledge… Show more I collaborated closely with the Director of Customer Support to scale the US support team, ensuring comprehensive coverage and enhanced customer service. I implemented a tiered support system to differentiate customer needs and optimize resource allocation effectively.I also established an escalations team to streamline support processes and facilitate swift resolution of complex issues. Furthermore, I developed and conducted troubleshooting workshops to empower customers with knowledge and improve their experience at company conferences.* Enhanced team capabilities and customer self-sufficiency by delivering targeted troubleshooting workshops.* Optimized support operations by categorizing customers into tiers, improving response times and service quality. Show less

United Kingdom

As the Lead Customer Support Engineer, I managed global customer support operations and served as the primary support engineer at Sauce Labs. I spearheaded the integration of the TestObject real device cloud platform, enhancing the product suite. Additionally, I served as the go-to expert for Sauce Connect, ensuring secure customer connectivity.* Led the expansion of the Support Team in the EMEA region to improve global service coverage.* Designed and delivered targeted training… Show more As the Lead Customer Support Engineer, I managed global customer support operations and served as the primary support engineer at Sauce Labs. I spearheaded the integration of the TestObject real device cloud platform, enhancing the product suite. Additionally, I served as the go-to expert for Sauce Connect, ensuring secure customer connectivity.* Led the expansion of the Support Team in the EMEA region to improve global service coverage.* Designed and delivered targeted training programs, significantly improving the support team's technical capabilities.* Elevated customer satisfaction by optimizing support workflows and incident management processes in Zendesk.* Expanded the EMEA Support Team, contributing to the company's growth and global reach.* Recognized as the in-house authority on Sauce Connect, delivering expert guidance and support to customers and colleagues. Show less

United Kingdom

In this position, I accounted for and managed a customer support ticket queue, ensuring timely updates and resolutions. I developed customer-facing documentation and code samples to enhance user experience and reduce incoming support tickets. I was responsible for reproducing customer issues across various platforms, identifying root causes, and facilitating effective solutions.* Collaborated with engineering and product teams to identify and rectify a recurring issue, reducing… Show more In this position, I accounted for and managed a customer support ticket queue, ensuring timely updates and resolutions. I developed customer-facing documentation and code samples to enhance user experience and reduce incoming support tickets. I was responsible for reproducing customer issues across various platforms, identifying root causes, and facilitating effective solutions.* Collaborated with engineering and product teams to identify and rectify a recurring issue, reducing customer-reported incidents.* Created and shared code samples for Selenium testing in the Sauce cloud, which became a frequently accessed resource by clients, enhancing customer satisfaction.* Played a key role in expanding the company's support offering, successfully implementing coverage for European customers, leading to an increase in customer engagement from the region.* Represented the company at key industry conferences, effectively enhancing brand visibility and fostering industry relationships. Show less

For Vignette/OpenText, I engineered advanced technical solutions and provided Tier 3 support for complex software issues with a focus on enhancing customer satisfaction and product reliability. I also implemented best practices in troubleshooting and problem-solving to ensure rapid response times and minimal disruption to services.* Enhanced team performance and customer experience by implementing efficient escalation procedures and ensuring quick turnaround times.