Matthew Schuette Email & Phone Number

Milwaukee, WI, US

Milwaukee, WI, US

Boston, MA, US

(formerly Runzheimer) Leading Customer Care team through corporate acquisition and merger. Ensuring high customer service standards while transitioning clients to a new platform.

Waterford, WI, US

• Managed Customer Care team responsible for providing support to client administrators and end-users for multiple product lines and three different technology platforms, as well as the Level 2 Technical Support team.
• Coached and mentored direct reports on how to effectively deliver an exceptional customer experience resulting in no less than a 94% first call resolution rate and call quality scores of 94% or higher for 4 consecutive.
• Utilized Genesys systems for queue management, skills-based routing, adherence, and scheduled reporting. Forecasted and scheduled team using workforce management tool to ensure proper coverage and identify future.
• Maintained a successful remote workforce in addition to onsite workforce for improved business continuity, a seamless customer experience, and increased employee engagement.
• Fostered a winning culture by implementing departmental changes based on direct feedback from employees and maintained flexibility to accommodate work/life balance, resulting in the highest employee engagement scores.
• Grew talent by interviewing and bringing in team members that fit the culture and also supported growth in other areas of the business with many direct reports promoted to advanced roles.

Waterford, WI, US

• Managed all technical customer escalations and resolved issues with accurate solutions using the proper internal support processes. Responsible for training all Customer Care Specialists on the company’s mobile.
• Assisted supervisor with tracking of individual/department metrics to ensure the team was meeting or exceeding strategic objectives. Provided coaching and feedback (written and verbal) as needed to improve quality of.
• Forecasted and scheduled Customer Care Team of 30 agents to ensure service levels were maintained. Monitored department queue volumes and assisted as needed during busy times.
• Reviewed and scheduled technical client mass communication emails.
• Collaborated with various project and development teams to test mobile applications and software prior to release.

Waterford, WI, US

• Served as the back-up for the Team Lead and was responsible for making higher level decisions as well as responding to all customer escalations with a sense of urgency and accountability.
• Prioritized all additional tasks when faced with competing deadlines and high call volumes.
• Worked with an ownership mentality to maintain individual workload while also assisting the team where needed.
• Worked with leadership to ensure all troubleshooting documentation was updated and reviewed on a regular basis.
• Provided actionable feedback for peer reviews. (written/verbal)
• Answered calls, emails, chats and other customer service requests while providing an exceptional customer experience.

Waterford, WI, US

• Promptly answered telephone calls, emails, chats and other customer service requests adhering to all quality criteria. Assumed full ownership of all issues received. Maintained customer satisfaction by ensuring all.
• Logged all customer issues accurately and provided detailed and accurate notes for all related activities needed to resolve issue. Promptly referred issues to other departments as needed.
• Prepared accurate client responses via chat and email and educated customers on Runzheimer’s products and services.
• Listened for Voice of Customer leads and needs for additional sales opportunities.
• Contributed input back to the business on best practices and process improvement ideas.
• Consistently exceeded productivity expectations and team objectives.

Ramsey, NJ, US

• Managed the sales process between prospective customer, financial lender, and technical implementation team.
• Generated new hardware and software sales, as well as maintained existing client base.
• Analyzed document workflow management data to configure appropriate solution allowing client to receive maximum benefit.
• Conducted past sales training sessions and account management for all territory accounts.

Ramsey, NJ, US

• Conducted client training sessions for Sales team with local and National accounts. Responded to all customer inquiries on software and hardware issues.
• Developed and implemented an inventory control procedure to actively monitor demand for printer consumables.
• Created process to standardize the tracking of copier volume, allowing management to view quarterly usage of machines, which improved forecasting of service pricing and profitability.
• Trained customers on accounting and security software to monitor printing and misuse of copiers, which significantly reduced operating costs.
• Oversaw all purchasing and return of equipment consumables.
• Designed marketing collateral for sales promotions and assisted with sales presentations on product functionality.