Matthew Hershey Email & Phone Number

United States

Austin, Texas Metropolitan Area

Austin, Texas Metropolitan Area

Austin, Texas Area

Project manage and provide business analysis for the Services verticals which include Product Support, Sales Support, Implementation, Billing, and Customer Success.Lead project teams of internal and external resources in order to produce desired project outcomes.Map and refine business processes in order to drive efficiency, reduce errors, and enhance the user and/or customer experience.Gather user stories, draft requirements, wireframe business processes as well as develop and conduct UAT sessions.Conduct training sessions with end-users and drive process adherence and adoption of new processes/ tools.Documenting best-practices and lessons learned via SOPs as well as playing an integral part in designing a Project Playbook.Prioritize and groom our Strategic and Mid-sized project backlogs.Act as a strategic advisor to senior stakeholders within my verticals.Provide operational metrics in the form of reports, dashboards, and board-deck updates.Sample Projects Include:Salesforce Service Cloud – Successfully combined two Salesforce instances and a Zoho instance into a single Salesforce instance while also implementing Service Cloud.Support Org Reporting – Created a suite of metrics for the Support Org with associated dashboards.Support CSAT Surveys – Deprecated 3 legacy CSAT tools and stood up a singular automated CSAT tool utilizing GetFeedback.DuplicateCheck / Contacts Cleanup – Implemented Duplicate Check as well as Account Contact Relationships after combining CRMs and having significant contacts hygiene issues.Financial Force PSA – Acted as the Storable PM for a consultant-led implementation of PSA.Strategic Support / Salesforce Entitlements – Rolled out a Strategic support model for customer base which utilized Salesforce Entitlements/ Milestones.Product Cancellations – Stood up a robust product cancellation process utilizing Jotform which replaced an extremely manual legacy process.

Houston, Texas Area

Had the honor of serving as Sr. Line Medic in a light 105mm Field Artillery Battalion

Austin, Texas

Global administrator for Gainsight customer success software for ForcepointDeveloped our use of the Gainsight Customer Success software platform and design Customer Success best practices with Sales Team in order to increase customer retention and reduce churn. Defined metrics, analyzed performance, and optimized design and implementation of solutions in order to better understand customer health. Created automated campaigns, playbooks, and resulting calls to action and associated tasks that are both time bound and measurable in order to reduce administrative burden for sales representatives and allow them to focus on the sales process. Implemented automated email notifications to sales representatives to alert of the highest priority support cases. Created reports & dashboards that monitor activities and enable Sales Leaders to easily understand the state of their business and drive accountability requests.

Houston, Texas Area

Salesforce Administrator for the USA as well as the Bids and Tenders Coordinator for the USA & Canada.Responsible for maximizing opportunities within the US for Air Energi. This consists of developing new and existing clients and building strong relationships with key personnel at various levels, sharing of information with colleagues throughout the organization, understanding the current status of the Oil and Gas Industry and forecasting flucuations in the market. I proactively provide solutions to maximize revenue and generate opportunities in line with our business development strategy with active participation in our strategic goals.

Ft Sill, Ok / Ft Sam Houston, Tx

Active duty for Basic Combat Training at Ft Sill, Ok and then at Ft Sam Houston in San Antonio, TX for Combat Medic School. I was an Honor Graduate for both schools.

Plano, Tx

Responsible for managing dealer financing portfolios for their inventory for over 100 dealers. Built and maintained relationships with key client and internal stakeholders to facilitate optimal portfolio performance. Monitored and managed dealer portfolios to minimize loss potential by ensuring customers are in full compliance with their approved programs.Ensured timely and accurate responses to customer inquiries, documentation issues, billing and payment errors, disputes, program changes and new sale requests and opportunities.Accurately provided risk assessments while working in concert with credit analysts in reviewing dealer’s personal and corporate financials to increase revenue opportunities while minimizing risk. Utilized sales techniques and product knowledge to convert 20% of portfolio to use HDFS financial products, such as; New and Used Floorplanning and Special Inventory Program while supporting regional sales managers, thus increasing market share.Created guideline to use while negotiating workout with delinquent dealers resulting in consistency and compliance across client base.Consistently met and frequently exceeded delinquency goals for Parts & Accessories, Floorplan and Net 30 while delivery excellent customer service.

Plano, Tx

Process and make credit decisions on incoming applications based on credit policy and procedure. Assists dealers with requests for deal review and structure. Assist with training of new employees on processes and procedures and serves as a mentor to these associates. Assisted dealers and front-line sales managers with questions on loan applications. Provided on-site underwriting support for dealership events.

Baas, Applied Arts And Sciences

Activities and Societies: Sigma Chi Fraternity

Education record