Matthew Shoemaker Email & Phone Number

Pittsburgh, Pa, Us

Pittsburgh, Pa, Us

Dearborn, Michigan, Us

● Coordinated cross-functional project teams for 19 client locations, resulting in a 15% increase in repair efficiency.● Orchestrated task management through a project tracking system, reducing issue resolution time by 25% and elevating customer satisfaction scores by 10%.● Drove the collaboration between Product Development and Quality teams, expediting the product concern identification and resolution process.● Pioneered a comprehensive analysis strategy for technical issue investigation, resulting in a 20% improvement in issue resolution efficiency and customer response times.● Developed and enforced individual training plans for each client, ensuring 100% compliance with industry standards and enhancing team technical acumen.

Pittsburgh, Pennsylvania, Us

● Managed and administered multiple JIRA boards, ensuring 100% visibility of project status across multiple teams● Conducted enterprise-level project tracking and reporting, providing 95% transparency and timely updates to stakeholders on project status and outcomes using JIRA and Confluence● Provided Tier 1 support for system users, created, maintained, and deactivated user accounts during onboarding and offboarding while ensuring proper access levels to users● Developed detailed project plans to address stakeholder requirements, ensuring a 98% success rate in project execution and stakeholder satisfaction.● Partnered with build and logistics teams to monitor and coordinate the delivery and servicing of project-related vehicles and equipment, achieving 100% on-time delivery.

Markham, Ontario, Ca

● Championed location onboarding and continuous engagement, increasing Dealer FX solution utilization and performance by 80% across 35 assigned client locations. (On-site and Virtual)● Performed discovery calls, implementation project planning, process implementation, process training, continuous improvement, and follow-ups with assigned dealers (cradle-to-grave ownership)● Acted as subject matter expert (SME) for all Dealer FX SaaS solutions and provided Tier 1 support after initial process implementation.● Cultivated strong client relationships, guiding executives and teams through system integration, increasing workflow efficiency.● Strategized and implemented process enhancements, improving operational efficiency across client enterprises.● Devised and executed service management strategies, emphasizing organizational change to optimize client service operations.● Relayed real-world customer suggestions to engineering teams for product improvement, ensuring the solution would work for each dealer

Detroit, Michigan, Us

● Provided targeted consultancy to 49 client locations, increasing service operation efficiency by 20% through customized training and process optimization. (On-site and Virtual training)● Reviewed dealer financial statements with location executives and management to identify areas of profitability improvement● Implemented and trained location staff on new processes ensuring high utilization of General Motors’ electronic multi-point inspection and estimating program ● Acted as SME for SaaS solutions and provided Tier 1 technical support of MPI and estimating programs for all assigned locations● Relayed real-world customer suggestions to engineering teams for product improvement, ensuring the solution would work for each dealer

● Directed a comprehensive service and parts department, increasing operational excellence and team performance by 30% across a 25-member team.● Implemented strategic process improvements, doubling gross profits within five years and setting industry benchmarks.● Represented the location in prestigious corporate advisory groups, contributing insights on service excellence and early warning reporting.

Bachelor Of Science - Bs, Business Administration Conc. Project Management

Associate Of Arts - Aa, Business Administration And Management, General