Matthew Bowling Email and Phone Number

As a strategic leader with proven success in customer support, I oversee the end-to-end support journey for Relias’ e-commerce clients, driving performance, process improvements, and customer satisfaction. I partner with senior leadership to align support initiatives with corporate objectives, ensuring my team delivers exceptional service that scales with business growth.Key Achievements:- Built a high-performing level 1 support team with an average tenure of 1.7 years, fostering stability and expertise.- Optimized resources by reducing headcount by 4 while maintaining service excellence, operational efficiency, and improving Employee Engagement score.- Drove customer success, achieving an annualized CSAT of 4.55 and reducing call abandonment to 3.6%.- Generated revenue impact by implementing a B2C2B lead pass process (automated and manual), contributing $1MM in annualized pipeline creation.- Led strategic planning, spearheading the annual planning and goal-setting processes to ensure alignment with organizational goals.- Led the establishment of our AI StrategyI bring a proactive approach to leadership, focusing on team development, automation, and process efficiency to elevate customer experience and support strategy. My ability to adapt and collaborate across departments positions me to drive support operations at scale in high-growth environments.

• Develop, design, and document the business requirements for client facing reports for all Behavioral Health Analytics clients• Designed report delivery, display, and functionality requirements for Population Performance application• Served as liaison between technical development team and internal/external stakeholders, translating technical language into descriptive logic• Designed and implemented new organization and versioning system for all reports

Plan, lead, guide, troubleshoot, and make happen our Analytic deliverables to the state of Missouri on their Medicaid population. Includes: daily Data Warehouse refreshes, multiple monthly web app refreshes, monthly and quarterly reports, mailing intervention program, and ad-hoc research and reporting requests.

Primary Responsibilities: Team/Individual Development, Supervisory, Special Projects- Coaching and developing 10-14 Support Consultants at a time- Growing Support team from 22 to 40+ individuals- Department lead for acquisition integration- Executing regular 1:1’s, Quarterly & Yearly performance reviews and at-the-elbow feedback- Define KPI’s, set MBO’s and drive positive performance trends- Developed and implemented Scorecard revisions / enhancements to track metric based performance- Identify departmental / business unit inefficiencies and build or modify process to improve- Manage Client Support paths and experiences related to Phone, Chat, Email and Web support- Ensure delivery of superior client service and serve as escalation point for clients- RHPLP (Relias High Potential Leadership Program) Graduate- Quarterly Value Award Winner - Data Driven Decision Making - Q4 2017

Manage continuous load of 30+ Implementation projects assisting customers in learning how to use, set up, and manage our SaaS product.I am responsible for the implementation of the Relias Learning Management System (RLMS), serving as the primary-point-of-contact for up to 30+ projects until transition was completed and project was closed. Responsibilities include:- Assess new clients to determine their training goals and current configuration- Facilitate a project plan for Administrators to successfully integrate the RLMS.- Manage and track progress through technical and training aspects- Develop and foster positive relationships and rapport with clients- Ensure outstanding communication is maintained through transition- Work with Engineering team on product enhancements and solutions based on client needs- Performed technical data uploads into LMS to meet needs of client, including bulk user data and historical training data- Participate as requested in new product testing, QA, and other support quality initiatives

As a HRM for Lowe's Companies I hire, train, motivate, coach and lead employees. I also monitor our payroll expense and adjust staffing needs to ensure profitability. I am responsible for all new employee onboarding / orientation sessions, ensuring they have a seamless transition into their new career. As an HRM I conduct training sessions and lead group discussion around HR policies and procedure along with best practices for coaching / motivating associates. I also ensure our business is operating within EEOC guidelines and that we are providing a safe, comfortable, harassment free environment for our employees.

I supervised and ensured profitablity of the Flooring Department. This included but is not limited to, selling special order products and installations, mentoring / coaching employees, forecasting, merchandising of products, handling customer complaints, providing worklist, mainting corporate standards and making for a fun and enjoyable environment.

Entry Level employee as CSA Level I, rapidly achieved Level II status, offered Team Leader promotion within six months. Capable of handling varied tasks though multi-disciplined training. Inventory management through the collection of data with daily reports. Followed up by completion of objectives set by reports. Delegate daily activities to be completed within set time frame.Have trained numerous new employees in the responsibilities of a customer service associate in the paint department. Inspire all new employees and promote collaboration among departments. Diverse communication skills and techniques honed through dealing with widespread customer base.