Matthew Johnson-Hines Email & Phone Number

Los Angeles, California, United States

Decreased churn rate on new accounts from 15% to 5% in 4 months by learning troubleshooting tactics from technical and hardware support departments to reduce churn over technical difficulties; recommended new strategies and support policies; implemented new system to update menus instantly for clients.Supported new hires, providing training and shadowing, and outlining outages that occurred frequently to prepare them for their roles. Manage and support restaurants’ online ordering business within the Ordermark platform, providing a valuable service to meet their needs effectively. Handle escalated calls from Tier 1 Support, addressing hardware and/or software issues for clients, demonstrating expertise and problem-solving skills. Utilize active listening skills to understand the purpose of each call, addressing questions, complaints and providing accurate and efficient resolutions. Translate technical aspects of Ordermark products into simple terms to ensure understanding and support for departments beyond engineers and product teams. Act as a liaison between departments, ensuring effective communication and follow-up with clients to provide timely updates on the status of their issues. Conduct thorough research on accounts and case history to gather information and defuse potential conflicts with clients, while emphasizing support and value. Handle a high volume of inbound calls and Elite Support emails from enterprise, Nextbite, and elite clients, consistently creating positive and satisfying experiences for each caller. Utilize in-depth knowledge of company products, services and policies to assist callers with inquiries, complaints or problems, providing comprehensive support. Strive to meet or exceed performance metrics while consistently delivering excellent customer service, ensuring a positive and consistent customer experience.

San Francisco Bay Area

Helped onboard and support customers and consumers compare prices by gathering information on flights, hotels, and car rentals. Turned one-time customers into longstanding clients. Improved customer loyalty in 6 months and reduced staff turnover by creating key performance indicators and a quality assurance team, allowing staff critical feedback and supporting training development.Drove innovation by working with senior leadership to identify new ways to develop the customer experience.Guided new customers through the onboarding process, while providing extensive training and support for each of them.Observed and gathered data on new trends and behaviors to further improve our own processes and technologies. Forged long-lasting relationships with clients and customers and ensured their own understandings of our products and services. Responded and personally addressed tickets that would arise from clients and customers that I was assigned to cover.

Los Angeles, California, United States

Opened and closed store, oversaw labor, facilitated returns and exchanges, and assisted in managing employee schedules.Ensured smooth operations, including meeting customer needs and fiscal goals.Reduced turnover by creating a new training program for sales associates and presenting product knowledge for all new shoes added each month.

Education record

Bachelor'S Degree, Business Administration And Management, General