Matthew Pux Email & Phone Number

Sault Ste. Marie, On, Ca

Anywhere

Anywhere

Anywhere

• Fostered a high-performing remote team of seven (four directs and three for projects) Sr. Technical Support Specialists, ensuring effective communication, collaboration, and professional growth opportunities across multiple time zones. My team collectively exceeded QA, CSAT, R2R (replies to resolution) and FRR (first reply to resolution) expectations by 10-20%.• Drove continuous process improvements based on data-driven insights and analytics. Tracked and analyzed support-related metrics, such as response time, resolution time, and user satisfaction, to identify trends, bottlenecks, and areas for enhancement. Implemented process changes to optimizesupport workflow and maximize efficiency by 20-30%.• Spearheaded an experiment to turn around the experience for previous unsatisfied customers. This effort resulted in a 65% turnaround rate (6.5/10 converted from unsatisfied to satisfied) which led to the experiment turning into a project which I led as a global effort.• Led strategic global support projects focused on the customer experience by creating a feedback loop for continuous improvement inside and outside of support. This effort brought rich customer feedback to the entire organization and led to an increased focus on bug transparency with the goal of building trust with customers and reducing follow-up bug ticket volume by 50%.• Partnered with Support Engineering to ensure the development and maintenance of support tooling and automation solutions that streamlined and enhanced support processes.• Created and maintained comprehensive ramp-up plans and general/technical documentation to facilitate smooth onboarding for support members. Fostered knowledge-sharing and self-service capabilities for customers, support members and internal stakeholders.

• Designed, built and managed our website from the ground up ensuring that our customers have a clear and simple path to find valuable information about the academy and book a session.• Created and managed our marketing and operations budget ensuring that our ROI matches our expectations.• Created and implemented fair and empowering policies including the “We will make it right” policy that promises that we will always make it right should something go wrong.• Created and managed our full cycle registration process ensuring that the process is fast, easy, and informative for our 600+ customers. • Created an automated reporting system for our booking process that pulls over 50+ fields of information so that reports are ready 24/7.• Created and managed our social media image by living by our mission: To inspire everyone to have fun through tennis.• Supported our customers via live chat, email and phone ensuring that their experience is exceptional.

Toronto, Ontario, Canada

• Defined, created and managed the onboarding process for thousands of customers of service providers Beanfield had acquired.• Led the Customer Migrations Team to achieve our mission of creating the best customer service/onboarding experience for all of our customers.• Streamlined existing processes to speed up and improve the quality of our migration efforts by continuously making meaningful and data-driven changes. • Spearheaded a complex voice migration project which resulted in early completion while also ensuring a world-class experience for our customers. • Advocated on behalf of customers to ensure we remain customer-focused and make every single customer’s experience, no matter their size, something amazing.• Ensured clear communications and effective coordination with our Sales, Support, NOC, Voice, Marketing and Dev teams by championing for transparency surrounding our migration efforts.

Toronto, Ontario, Canada

• Managed 300+ commercial accounts overseeing new requests and support inquiries which resulted in a happy, healthy and engaged customer base. • Implemented effective customer success strategies, including tailored engagement plans and proactive communication to maximize customer value and promote long-term success for strategic accounts.• Developed and delivered customer training programs, webinars, and workshops to educate customers on product features and best practices, empowering them to maximize value from our SaaS solutions.• Managed 200+ VIP and complex voice migrations with strict timelines while training and empowering customers to take full advantage of the provided solution.• Negotiated contracts with various large customers in partnership with legal, ensuring the agreements were beneficial to Beanfield and fair for our acquired customers.

Toronto, Ontario, Canada

• Efficiency supported all residential and commercial customers with support inquiries via live chat, email and phone.• Assisted the technical, sales, billing, marketing and scheduling departments with account inquiries.• Managed colocation access for commercial customers.• Trained new representatives on all products, processes and procedures. • Played a key role in the transition and update of all of our products, processes and procedures by moving and updating all training documents.

This role was created for me after my success as the Communications & Membership Coordinator.• Ensured the new membership process I created is running smoothly with a zero-error rate while consistently improving the process to make it simpler and more time-efficient.• Responsible for managing the entire membership of up to 600 members while continuously creating and executing strategic communication methods via categoric email lists.• Efficiently redesigned the MTC website from the ground up, creating a more user-friendly interface.• Participated in board meetings to discuss various matters about MTC’s operations.• Reviewed MTC’s entire operations portfolio which enabled me to create and execute a marketing and operational strategy that grew the membership by 86% and activity engagement by 76%.• Communicated with the entire membership multiple times each month encouraging members to take part in club activities and sign up for events which resulted in a 30% growth rate in activities.• Continuously streamlined the communications platform by switching email services and upgrading to comply with the CAN-SPAM law which increased email delivery to 99%.• Supported customers via live chat, email and phone ensuring that their experience was seamless.

Etobicoke, Ontario, Canada

DSW - Designer Shoe Warehouse | Canada• Supervised the retail team of 25+ employees ensuring passionate, friendly, helpful and real service is being delivered consistently while ensuring we exceeded 30% traffic conversion.• Trained the retail team on new strategies to surpass 70% Shoe-Lovers Rewards conversion.• Opened and closed the store securing the cash floats in the proper area while ensuring the store exceeds standards.• Participated in bi-weekly management meetings to discuss team progress and company standards.• Conducted monthly Loss Prevention and Health & Safety audits and implemented necessary changes which solved 100% of issues from the 2017 & 2018 fiscal years (LP and H&S leader for my store).• Reviewed our schedule and timesheets to ensure we stay in line with our allotted hours per period which resulted in the store having a 100% compliance rating.• Managed the recruitment process: postings, research, interviews, hiring and onboarding.• Continuously streamlined training methods to increase efficiency by up to 50% while ensuring all material is fully understood and executed.• Accountable for the overall customer satisfaction of up to 1,000+ customers each day in a fast-paced and ever-changing environment.

Etobicoke, Ontario, Canada

DSW - Designer Shoe Warehouse | Canada• Responsible for all cash functions including audits, opening, closing, training and escalated issues.• Created a new counting method that sped up the closing process by 50%.

Etobicoke, Ontario, Canada

DSW - Designer Shoe Warehouse | Canada• Cashed out customers with speed, accuracy and passion.• Assisted up to 100 customers each to day find and learn about the perfect shoe for them.

Etobicoke, Ontario, Canada

• Organized drills and activities for the entire camp.• Supervised all camp activities.• Ensured all activities are safe and fun.• Set daily and weekly goals to monitor progression in the selected discipline.• Developed basic and advanced skills in private and group lessons.

Toronto, Ontario, Canada

• Lead the entire after-school camp.• Provided direction for other instructors.• Ensured all activities were safe and fun.• Set various goals to monitor the progression.