Matthew Pate, Mba, Csm Email & Phone Number

Westlake, Texas, US

Westlake, Texas, US

Lakeway, Texas, US

• Implement agile methodologies using Scrum framework and lead UX/UI, sprint planning, sprint reviews, sprint retrospectives, and daily scrum meetings.
• Advocate of Product Life Cycle (PLC), develop user stories, and provide transparency on product and sprint backlogs, and define the project scope.
• Design support program including policies, procedures, objectives and goals to support organizational vision.
• Product Owner for support program, e-commerce payments infrastructure (Stripe), and SaaS application.
• Manage and direct support department, prioritizing and delegating support activities and project tasks based on staff strengths, experience, skill sets, and the goals of the organization.
• Establish service levels, performance metrics, key performance indicators, and OKRs for support program.

Lakeway, Texas, US

• Collaborate with sales, operations, and clients to create, manage, and execute systems that ensure seamless communication and outstanding customer experiences from initial launch to final billing.
• Collaborate directly with sales executives on all new-client launches managing the customer experience.
• Composed and proofread creative and concise promotional ad copy and marketing content. Collaborated with sales and design teams to create social, email, and other marketing content.
• Create and implement social media content strategies combined with digital content to market our agency.
• Implement a CRM component to direct sales strategies.
• Develop coherent marketing materials combined with direct advertising schedules to assist sales in new market development.

Lakeway, Texas, US

• Identified market trends through client feedback, market insights, and analysis of Google Ads and Analytics data to optimize ROI and ROAS across diverse paid search campaigns (SEM).
• Composed and proofread compelling ad copy and marketing content, collaborating with sales and design teams to create impactful social, email, and other marketing materials.
• Utilized Gantt Charts to monitor the progress of support platform launches and tracked project advancements through platforms such as Podio, Jira, and Confluence.
• Developed support metrics, defined key performance indicators (KPIs), crafted customer surveys, and authored a comprehensive Policy and Procedure Manual for the organization.
• Communicated the need for and proposed new services and features, providing technical requirements to leadership and development teams, while creating workflows based on use cases.

Cupertino, California, US

Delivered technical support to customers, addressing concerns related to multimedia streaming, subscriptions, memberships, cloud technology, and billing. Additionally, assisted developers and businesses, guiding them through App Store submissions and resolving technical issues related to iOS framework.Collaborated with internal developers, handling tasks.

Chelmsford, MA, US

• Managed teams of over 35 frontline employees, corporate travel arrangements, remote departments and teams, and a training department for over 300 employees.
• Collaborated with clients to ensure the alignment of goals and objectives for the successful implementation of training programs. Recommended and implemented improvements. Performed SWOT analysis with management teams.
• Created and presented content by phone, video, an in live classroom environments. Designed guides, training courses, and content for large audiences & mass delivery. Evaluated and analyzed program effectiveness based.
• Increased knowledge of Excel pivot tables and presentation tools: Prezi, PowerPoint, Cisco WebEx, Lync, and Skype.

Chelmsford, MA, US

• Provided enterprise-level assistance researching, diagnosing, troubleshooting, identifying and logging mobile device hardware, software, and MDM issues and recorded data in ticketing system.

• Spearheaded digital transition and maintained archives. Trained and mentored employees.
• Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts, and updating INCODE, permitting systems, and Motorola CRM.
• Answered face-to-face and telephone requests for information about warrants, citations, and other court documents or procedures.

Boca Raton, Florida, US

• Multi-tasked across systems and applications and resolved a broad range of technical issues. Updated account data in MasterMind CRM.
• Assisted sales and business development managers by explaining technical systems to end-users.
• Communicated with customers to identify issues, walkthrough solutions, and initiate corrective actions to restore service and functionality.

• Led up to 20 frontline agents. Created a new agent role and department while collaborating with franchisees, field personnel, and leadership. Re-designed policies and procedures to accommodate new strategies while.
• Gathered repair orders and analyzed historical customer and vehicle data. Prepared thorough, accurate, and well-edited documents for cases, client communication, and internal needs.
• Nurtured relationships with field personnel, franchise owners, and staff to evaluate and reduce bottlenecks in the supply chain and offered warranties or goodwill gestures to customers.
• Analyzed law sources, including statutes, recorded judicial decisions, legal articles, constitutions, and legal codes.
• Contributed to professional development initiatives for continuous improvements and updated knowledge of current trends and industry best practices
• Resolved Better Business Bureau claims and logistic bottlenecks, handled disputes and negotiated legal settlements on behalf of an automotive manufacturer.

Master Of Business Administration - Mba

Bachelor Of Science - Bs, Marketing

Associate Of Science - As, Business

High School Diploma