Matthew Goldfarb Email & Phone Number

Trevose, Pa

Manages the Product Support Department’s daily operations and staff. Creates and leads a highly motivated and high performing product and technical support environment. Responsible for initiating and managing the Customer Service Strategy in Product Support, including the self-service model. Serves as the group’s technical lead across teams, clients and departments and manages vendors domestically and off-shore. Provides leadership, including strategic thinking, forecasting, staff planning, work scheduling, quality performance monitoring and ongoing performance improvement. Will manage the support for a variety of ASI’s products, including web based applications used by small business clients. Ensures the support group achieves its goals and achieves its metrics, including those related to performance and productivity. Responsible for the Product Support Department’s reporting, data analysis and interpretation and ensures operations and industry best practices are followed. Manages escalated and complex support issues through to resolution. Effectively manages support’s role in new and existing product releases, projects, as well as sales and marketing initiatives.

New York, Ny

• Hands on manager charged with overseeing the day to day functions of support by mentoring and motivating staff to achieve peak performance. Proficient staff and project manager, overseeing the technical support to internal and external clients. Ability to design complex Crystal Reports to perform in-depth analysis of call center and trending metrics. Keen understanding of complex business workflows used to develop departmental key performance indicators (KPIs) and increase efficiencies and streamline support. • Liaison to Product and Business teams; strengthening relationships and promoting collaboration across departments. Ability to identify product and workflow defects and champion the development of enhancements to product functionality to improve the user experience and limit the number of problems reported to the call center. • Project manager for various cross-functional team projects across the organization designed to drive process improvements.

New York, Ny

• Served as subject matter expert for DDS software • Selected to participate in special departmental projects designed to improve training manuals and materials for internal and external users• Composed and presented weekly Crystal reports of call volume and ticket data to senior management for the purpose of making departmental decisions

New York, Ny

• Provided software support for external and internal clients• Documented all client inquiries (email & telephone) in a professional, accurate, and timely manner• Escalated software issues and bugs to the next appropriate level

Master Of Science, Information Systems

Ba, Political Science