Matthew Olbert Email & Phone Number

Enfield, Connecticut, United States

- Led strategic initiatives to enhance digital consumer engagement portfolio through research,testing, and execution.- Engaged with diverse online community as frontline representative of globally recognizedcompany, promptly responding to inquiries and feedback across multiple platforms (Twitter,Instagram, Facebook, Amazon, company website, etc.).- Improved team contact quality, process adherence, and tone of voice alignment for service andemerging affinity channels.- Managed stakeholder relations for product announcements, promotions, sensitive contacts, andbrand reputation cases.

Enfield, Connecticut, United States

- Designed unique customer chatbot journeys tailored for multiple channels with an eye for optimaluser experience, engaging tone of voice and future facing flexibility for planned incrementaloptimizations.- Developed reports and analyzed data to improve chatbot efficiency.- Trained bot on natural language processing using model management tools.- Cross team collaboration and communication with internal and external stakeholders.- Responsible for researching, testing, development and execution of strategic initiatives to growand transform our digital consumer engagement portfolio.- Reduced workload across entire first-in-class contact center by ~25%.

Enfield, Connecticut, United States

- Assisted customers over phone, email, & live chat with placing orders, technical support,& logistical issues.- Consistently led team with 9+ contacts-per-hour.- Employed and shared best practices for meeting Key Performance Indicators with colleagues while maintaining focus on departmental goals.

Westborough, Ma

- Spearheaded resolution of escalated technical issues, collaborating closely with the DevelopmentTeam for swift solutions.- Oversaw a team of 3-4 members as Senior Tech, pivotal in training new Support hires, and adeptlydelegating responsibilities within the department.

Worcester, Ma

• Installed software, modified & repaired hardware, & resolved technical issues.• Provided base level I.T. support to non-technical personnel within the business.• Identified & solved technical issues with a variety of diagnostic tools.

Nashua, Nh

• Assisted customers with questions about the store & its merchandise & resolved problems and/or complaints personally or via telephone.• Responsible for customer check out & maintenance of cash drawer.

Worcester, Ma

• Wrote for & edited the station website (http://1230radio.com).• Coordinated & completed errands for the station while using the company vehicle.• Organized & submitted design ideas for the station offices focusing on professionalism & flow.

Nashua, Nh

• Grill cook responsible for preparing food and maintaining sanitary kitchen environment.• Greeted customers in the restaurant, took and rang up orders, handled payment and thanked customers.• Planned and prepared food for parties, luncheons, special functions, and other social events.