Matthew Mcmaster Email & Phone Number

Melbourne, Vic, Au

Sydney, Nsw, Au

Accountability across this fast-growing commercial credit bureau to develop and execute comprehensive customer experience strategies to improve acquisition, engagement and retention. Leading and delivering a widely-remitted team across initiatives that make a difference to the bottom line via enhanced customer experience.Overseeing Customer Service, Customer Success, Insights & Analytics & Business Systems across a certified 'Best Places to Work' organisation.Creating numerous customer touch-points for qual 7 quant customer info collation, analysing this to identify pain points and opportunities for product and service enhancements.Collaboration with cross-functional teams, including Product, Sales, and Marketing, to ensure a seamless customer journey.

Sydney, Nsw, Au

Accountability for energy & telco digital growth, together with digital adoption of AGL's digital assets, including website, app & customer portal. Realised strong growth in all key remit areas with a simple yet effective strategy focusing on demand, conversion & retention, feeding a robust pipeline of departmental initiatives.Implemented strategies for qual/quant data-led approach to drive efficient enhancement to sales and service journeys, starting with customer feedback and behaviour.

Sydney, Nsw, Au

Accountability for Australia's largest energy retailer's digital customers, with expansion from energy to incorporate telco services.Identification, implementation and overall management of a myriad of customer journey enhancements and initiatives, with focus on customer led decisioning and agile development.A/B testing combined with UX research ensured strong ongoing optimisation of conversion for customers in a transformational time of new platforms and product offerings.

North Sydney, Nsw, Au

Commenced in true start-up mode, accountable for product (>1 million members) and then accountable for revenue, where I identified & on-boarded strategic partners driving customer acquisition.With ATL marketing, strong UX/CX strategies performed at scale, adding hundreds of thousands of members within a short period, with ongoing enhancements to member conversion & monetisation.From a zero base, GetCreditScore has become a strong performing stand-alone brand, forging mutually beneficial partnerships and delivering constant growth whilst fulfilling an exciting yet aggressive product roadmap.

Mascot, Nsw, Au

Within Australia's largest equipment hire company, owned the customer process & sales strategies via lead nurturing, CRM management and sales data analysis. Achieved the sales methodology implementation, CRM implementation, adoption & strategy, and continuous improvement of the customer and sales life-cycle processes leading to sales person efficiency and clear target paths for sales teams.Effectiveness initiatives also included sales force deployment, incentive scheme implementation, territory alignment reviews, customer heat mapping and revenue analysis & forecasting

Docklands, Victoria, Au

Like the ASX did for the exchange of shares, Property Exchange Australia (PEXA) removes the manual processes and paperwork associated with the exchange of property by allowing Land Registries, Financial Institutions and Practitioners to transact together, online. My contract role involved gathering functional and technical requirements of the business in respect to all customer interaction, and project manage/implement Microsoft Dynamics CRM.In addition, improving document management & team collaboration via a SharePoint redevelopment.

Melbourne, Vic, Au

Adaptalift has grown rapidly to become the largest Australian privately owned and operated forklift company, with a fleet of over 10,500 units nationwide.- Managing, & recruiting for the business sales support and IT teams- Responsible operationally for all business systems- Project Management (ERP, CRM Implementations, mobile sales platform design & rollout)- Developed & managed customer reporting, quoting systems and knowledge base.- CRM, Sales, Service Scheduling, Payroll, customer KPI reporting, contract management, tender responses & fleet analysis.

Denver, Colorado, Us

Leading a support team for an award-winning global software company, with over 400,000 users across 150 countries. QSR develops and supports specialist software for qualitative and market research. I ran as part of a strong SDLC process supporting users and driving enhancements in the products.

Lead a team of Level 1+2 support analysts across ANZ, supporting 1000+ end users across 3 countries and 20+ sites. Responsible for all business 1st & 2nd level support, escalation strategies and IT procurement.

Microsoft Technical Specialist - Sharepoint

Certificate Iv - Customer Contact (Frontline Management)