Matthew Caron Email & Phone Number

Charlotte, Nc, Us

As Head of Operations at Twonsquare Interaction, I oversee all post-sales operations, encompassing product development, customer onboarding, customer support, and account management. In this role, I am dedicated to driving operational excellence and ensuring that our clients receive the highest level of service throughout their journey with us.I lead cross-functional teams to streamline processes, enhance product offerings, and optimize customer experiences. By leveraging data-driven insights, I develop and implement strategies that align with our business objectives and foster long-term relationships with our clients.My focus on collaboration and team empowerment drives innovative solutions that not only increase efficiency but also contribute to our growth and success. I am passionate about creating an environment where our employees can thrive, enabling us to deliver exceptional value to our customers and stakeholders.

Charlotte, Nc, Us

I led the strategic direction for innovative product initiatives and operational excellence. My teams specialize in search engine optimization, original content creation to drive customer leads, and website design and builds. I foster a collaborative environment that encourages creativity and agility, leveraging data-driven insights to optimize processes and enhance product quality. Passionate about mentoring future leaders, I strive to build exceptional products that not only meet market needs but also contribute to our company's success.

New York, Ny, Us

Involved in providing strategic counsel and expertise to contribute to the development and refinement of Frame AI's initiatives. This included offering insights into industry trends, collaborating on strategic decision-making, and leveraging expertise to enhance the company's overall direction and impact.

Miami, Fl, Us

Advising a venture-backed modern software start-up focused on developing a new product for Customer Support Workforce Engagement Management (WEM) is to provide guidance and expertise on product development, market strategy, and industry trends.

San Francisco, California, Us

Responsible for crafting and implementing comprehensive strategies to enhance customer satisfaction, loyalty, and advocacy. I oversee seamless onboarding processes and drive initiatives that optimize the customer journey through effective cross-functional collaboration and innovative approaches.

San Francisco, California, Us

Played a pivotal role in overseeing and optimizing support operations, ensuring a seamless onboarding experience for clients. I led strategically managing teams to provide exceptional customer support, aligning services with customer needs and driving initiatives to enhance overall satisfaction and engagement.

San Francisco, California, Us

I oversaw the customer support department, executing strategy direction and driving performance while defining and achieving the evolving vision for our customer service experience. Directing a diverse team, I ensure smooth departmental operations and collaborate closely with marketing, sales operations, and technology teams to drive cross-functional initiatives, improve the customer experience, and broadly impact the business.

San Francisco, California, Us

I was responsible for the operational excellence of the connection process, leading a dedicated team overseeing workforce management, performance management, vendor management, operations monitoring, and project management. Additionally, I ensured the success of quality assurance and training functions, collectively enabling us to deliver exceptional results for consumers and employees while strategically determining staffing levels schedules, and sourcing recommendations for optimal program performance.

Hayward, Ca, Us

Involved in providing strategic guidance and insights to enhance the overall experience of program participants. This included collaborating with stakeholders, offering feedback on program design, and contributing to initiatives that ensured students' positive and valuable experiences.

Dallas, Tx, Us

I planned, prioritized, and developed a 30-60-90 communication roadmap, collaborating with a line of business owners for various AT&T divisions. Leading a cross-functional team, I successfully consolidated eight publication platforms and three knowledge management systems, impacting over 35,000 front-line employees. This initiative engaged retail sales and call center employees with clear, relevant, and timely communication, ultimately advancing the customer experience.

Dallas, Tx, Us

I directed the design, facilitation, and training of total quality plans, ensuring the maintenance of quality levels across all locations and departments through accurate methods and procedures. Additionally, I led the development and implementation of operational performance metrics, process control points, and process improvement initiatives, establishing guidelines and testing procedures and overseeing quality improvement teams to enhance customer satisfaction and service delivery.

El Segundo, Ca, Us

I aligned Issue Identification and Resolution Programs with Sales and Retention Organization initiatives by leveraging industry knowledge and leadership skills and collaborating with key business partners on solution implementation. As part of overseeing daily operations across call center locations, I mentored Process Improvement team members, ensuring timely and quality project delivery and developing processes for root cause analysis and solutions.

El Segundo, Ca, Us

I revamped the CRT department, overseeing 120+ employees and implementing changes that led to a 63% positive leadership turnover within 120 days. Through personalized coaching, strategic decision-making, and the introduction of innovative leadership philosophies, I achieved significant improvements, including forecasting attrition, optimizing staffing, and enhancing overall business practices.

As the Director, I led and supported Verizon Wireless, Scholastic Books, FairPoint Communications, and New York Life teams. I oversaw 500+ employees, including 6 Managers, 30+ Supervisors, 25+ Coaches, and Support Staff. I ensured client satisfaction and KPI attainment by excelling in workforce planning, staffing, forecasting, metric analysis, and overall business direction. I consistently met performance expectations and provided accurate reporting to senior-level management.

Supported the UPS client and oversaw the operation of the Billing department, Universal department, and Tracking department, over 400 people. I continued established success within the Billing department while also turning around performance in Universal and Tracking, leading to the highest scorecard performance in the site's history. I developed my replacement before being promoted out of position.

Supported the UPS client and oversaw operations in the Billing department, over 150 people. Led billing department to the highest performance scorecard in the history of the department and UPS. A key contributor to the development and launching of a Performance Management program. Streamlined operations process, improving overall KPI consistency and creating a balanced score approach. It improved UPS Billing divisions from below expectations to the #1 performing division nationally. It maintained top-ranked performance every month after that for three years. Successfully launched five new skills (Puerto Rico Billing, International Billing, Preferred Customer Billing, Billing Resolution Group, and World Wide Frights Billing) that have maintained top-level performance from conception.

I supported the UPS client and led a team of 30 Customer Service Representatives in the Billing department. I earned identification as a subject matter expert for UPS Billing systems and Billing processes. Led team to highest performance scorecard in the department's history and consistently had team members promoted to leadership and high-skill level positions. The Billing department's constant growth and top-level performance directly contributed to the Tampa site winning Site of the Year for APAC in 2010.

Supporting UPS client and the entire customer service department (250 people) by answering all Customer Service Representatives' questions about the process and procedure, assisting Team Leader with coaching team members, completing performance audits, and handling escalated customer calls. I earned respect as a UPS knowledge base system subject matter expert. I had developed my replacement before being promoted out of position.

Supported UPS client, taking inbound calls for customers shipping out packages, scheduling pickups, and general inquiries.

Supported UPS client, taking inbound calls for customers asking for tracking information on their shipments.

Seffner, Florida, Us

Managed a distribution center with an annual revenue of 4.5 million, overseeing 15 employees and successfully leading delivery routes to achieve a 100% delivery rate over two years. Maintained a 95% accuracy rate on correct orders through top-level inspection, personally reviewing all loads before departure, and provided regular reports to the District Manager while assisting customers with product quotes, sales, and delivery inquiries.

Bachelor’S Degree, History

Customer Experience Program

Associates Of Arts, History

Illustration