Matthew Swanson Email & Phone Number

Bemidji, Mn, Us

Promoted to VP of Operations to lead processes, systems, and training to optimize the customer experience and maximize business performance and serve as a key member of the Senior Leadership Team, reporting directly to the CEO.Key initiatives:➜Introduced numerous technology tools and solutions in different areas focusing on removing information silos and boundaries and improving customer experience.➜Supervised 1,000+ customer-facing POS engagements annually with revenues of $40M+.➜Steered different operational initiatives based on process improvements and enhancing customer satisfaction resulting in significant annualized savings.

Bemidji, Mn, Us

As Senior Director, Customer Support, I was accountable for enhancing both financial and customer satisfaction metrics and ensure POS system contractual SLAs were met. I defined and executed the company's support strategy while developing and motivating a world-class team of technical support engineers and support representatives.Key initiatives:➜Spearheaded a customer support group transformation initiative and simplified most of the processes and procedures, resulting in a significant improvement of SLT compliance.➜Efficiently drove consistent execution of support objectives, speed and quality SLOs, and other KPIs while continuously innovating and improving the support model, processes, and tools to ensure the best possible customer experience for all customer segments.

Bemidji, Mn, Us

The scope of this position had a focus on supervising the Project Management Office (PMO) and improving project performance, processes and documentation using Lean Six Sigma principles. I owned information technology processes and documentation, information security, support, and project management policies where formal departments and policies did not previously exist.Key accomplishments:➜Introduced metric-driven customer business reviews to strengthen customer partnerships and account profitability, including project-based and incident-based customer experiences.➜Boosted the POS deployment schedule adherence by 45% with a focus on customer satisfaction.➜Collaborated with various internal teams to increase project, portfolio, and organizational profitability and performance.➜Cultivated productive senior and executive relationships at client organizations delivering appropriate solutions for key marketing issues.

Bemidji, Mn, Us

As the manager of the Project Management Office, duties included the creation of the initial charter of the PMO including the design, organizational structure, and organizational policies. Duties also included regular monitoring of group performance, working with organizational stakeholders, associate performance management, and responding to business needs and escalations.Key accomplishments:➜Developed and oversaw the implementation of the organization’s first Project Management Office in order to increase customer satisfaction and profitability.➜Identified operational efficiency opportunities and worked with stakeholders to implement changes and process revisions.➜Created process and reporting framework and worked with organizational groups throughout rollout of new framework.

Bemidji, Mn, Us

Joined the company to spearhead high-profile customer accounts, ensuring total satisfaction. Utilized advanced technical knowledge, project management, team building, and customer service skills to deliver efficient technology solutions (point of sale, business management software).Key accomplishments:➜Conducted internal and customer-facing training and development programs for implementation resources.➜Managed projects for multiple large customers, including large-scale arenas.- Consulted with several key accounts to design and implement technology solutions including point-of-sale and business management software.- Developed internal training program for implementation resources.- Spearheaded customer facing training and development program.- Successfully managed and implemented projects for multiple large customers including large scale arenas.

Columbia, Maryland, Us

As an Implementation Consultant, I acted as a high-level technical resource for software implementation teams on deployments throughout North America, pre-sales business process consulting, training new and existing team members and responding to RFPs. Worked with different nationwide customers to develop technology roll-out plans.➜Consulted with several multi-million dollar accounts to develop and implement technology solutions.➜Developed a new comprehensive training and development plan for new team members.➜Managed software implementation projects at large venues, including stadiums and amusement parks.➜Supported customer implementation roll-out plans.➜Trained new Implementation Specialists.

Master’S Degree, Project Management

Bachelor’S Degree, Business Administration And Management, General