Matthew Bromaghim Email & Phone Number

Zagreb, Croatia

Heading Customer Success team in new Toronto-based startup creating structures, processes, and enterprise growth.Creating and leading Beta Onboarding processes with North American-based Enterprise Beta clients.Collaborating on Revenue Architecture structure - Generating Bow-tie model of Landing and Expanding to create and grow revenue via Enterprise Acquisition and Product-Led Growth.Teaming with Marketing Team to generate CBI (Consumer-Brand Identification) - Brand Promise, Brand Value, etc.Generating Customer Success KPI's - Upselling, Cross-Selling, Reselling, and Renewing; Support KPI's (AHT, NPS, CSAT, CES, etc.); PLG (Product-Led Growth) KPI's.

Zagreb, Croatia

Consulting for a top SaaS company who is the leading workforce management software. Implementing software to ensure clients have streamlined processes in: Employee Scheduling, Payroll Integration, and Demand Data.Partnering with Sales Team to close deals and identify upsell and integration opportunities.Upselling services and products for both client satisfaction and retention and company growth and revenue.Acting as a strategic and supportive partner for customers at every stage of the buying and implementation process.Resolving customer queries and concerns to improve customer experience.

Managing office of 100+, creating an environment whereemployees excel through accountability, encouragement, andempowerment. Driving teams through ground-breaking changes, focusing onefficiencies and quality assurance to generate market success. Developing and delegating efficient organization of teams, tasks, and collaboration in a hyper-growth environment. Engaging forward-thinking approach with ability to problem-solvecomplex issues and escalations while reaching shared global goalswith internal and external teams.

On-boarding and training 500+ new HelloFresh employees onEnglish-speaking markets (US, UK, Australia, New Zealand, andCanada). Directing both in-person and remote, virtual trainings via Zoom, Google Meet, and other virtual conferencing platforms. Coaching agents and developing leaders via individual coaching inconjunction with quantitative & qualitative key metrics (KPIs),leading each market to CSAT (Customer Satisfaction) over 94%. Formulating and revising HelloFresh training modules, lesson plans, and aptitude tests for the 5 mentioned markets.Interviewing and evaluating English proficiency, delivering detailedperformance reviews for onboarded group of 15-20.

Minneapolis, Minnesota, United States

Traveling Tap - the Twin Cities premier party bikeExpertise - Best Local Tours 2017 in MinneapolisTravel and Hospitality Award Winner - 2019 Unique Experience of The Year in Minnesotahttps://www.travelingtap.comCollaborating with owner to rebrand business, overhaul website, developmarketing materials, and sales strategies to increase brand awareness andsales. Managing social media to increase customer outreach - (Facebook, Twitter, and Tripadvisor 5.0/5.0 score). Recruiting and interviewing candidates, establishing training, scheduling employees, yielding complaints, and managing payroll.

Teaching English to youth immigrant population of Cedar-Riverside neighborhood of Minneapolis. Specializing in A1, A2, & B1 with 8-13 year-olds who recently entered the US.Leading groups of 4-5, but also performing one-on-one intensive evaluations.

Bachelor Of Arts - Ba, English Language And Literature, General

Bachelor Of Arts - Ba, Psychology