Matthew Fox Email & Phone Number

- Oversaw multiple CX teams providing support & success to over 30k customers through phone, chat, & email communication with 80% SLA achievement in Q2 of '24- Provided coaching, development, and performance management for 5 Managers, specializing in first-time people leaders- With a cross-departmental team, led successful implementation & rollout of 2 new Customer Engagement Platforms (Gladly, Salesforce Omni-Channel)- Achieved consistent CSAT of 4.7/5 across the department through weekly QA and dedicated upskill training for teammates- Launched proactive outreach campaign in 2024 for low NPS responses to drive churn back under 3% for the second quarter of '24

Denver, Colorado, United States

- Led stand up of new, fully remote Traveler Support team to handle all inbound written communications from prospective travelers- Reduced an 8,000 inquiry backlog to 0 in 4 months, achieving a same-day response SLA over 90% throughout 2021- Hired, trained, and scaled team from 3 full-time employees to 10 in 6 months

• Transitioned in Feb 2020 to lead billing engagement for new in-house team focused on Retention and Proactive Engagement of customer base • Led all billing-specific retention and engagement efforts to achieve customer churn under 1.2% each month• Assisted in team-wide COVID-19 outreach campaign during March & April 2020 to connect with over 1600 customers and provide support and resources

Denver, Co

• Led stand up of in-house Upsell & Training team for new Billing tool launched in July 2019 • Created SOPs and workflows for billing specialist role while providing coaching and performance management for 4 specialists • Oversaw 2x adoption of brightwheel’s Billing tool across Premium customer base in 8 months as Lead, exceeding monthly goals in Jan & Feb 2020

Denver, Colorado

• Workflow manager, Point of Contact, and Point of Escalation for Support Team • Process and manage all billing related questions and support cases • Fraud Risk Analysis and verification management for all new customers • Developed and lead Billing trainings for all new CX team members • Create and maintain SOP documentation for Support, Billing, and Technical processes

Denver, Co

Sustain provides real-time waste & energy data technology solutions to businesses and non-profits.• Identify and research new clients for Outbound Sales • Facilitate and maintain communications between clients and Accounts team • Developed Sales process and authored documentation for SDR role • Created and launched Email Marketing campaigns for new prospects and existing clients • Increase open and click-through rates of emails through analytics and split testing

Denver, Co

• Managed team of 7 employees and collaborated with other Team Leads to help manage CX dept. for our Agent Pronto service • Helped develop and maintain schedule and approved hours for CX team • Led remote weekly team meetings and monthly individual reviews with team members • Collaborated with management and other Team Leads to develop career planning strategies and timelines for CX team • Worked closely with other departments to streamline efficiency of in-house CRM

Denver, Co

• Managed all new incoming referrals from start to finish, facilitating relationships between home buyers and sellers with top real estate agents in their area • Cultivated new and existing partnerships with top agents in metros across the country with the help of our internal Data team • Utilized several web-based services for intra-company communication and task-management including Google Apps, Basecamp, Slack, and others

Austin, Tx & Dallas, Tx

• Assisted Store Manager in all operations and management of employees • Performed role of department MODs as needed • Assisted in the hiring and training of all new employees to provide World Class Customer Service while setting the bar through personal example • Gained experience in NGVC human resources procedures including timekeeping/payroll, hiring/firing, discipline, and conflict resolution • Assisted in scheduling and time management to help store reach Sales Per Labor Hour goals set quarterly by Home Office

Austin, Tx

• Fulfilled requirements of Grocery Manager as well as “Manager on Duty” tasks for a successful natural food store • Responsible for all purchasing, merchandising, stocking, and maintenance in grocery and general merchandise departments • Supervised store operations and performed necessary accounting for opening and closing store on a daily basis • Maintained a strong product knowledge of Grocery and G.M. items • Combined industry experience and customer feedback to sell over $50,000 in natural and organic grocery products per month

Bachelor Of Science (Bs), Biology, General

Associate Of Arts (A.A.), Liberal Arts And Sciences/Liberal Studies