Matthew Hansen Email & Phone Number

Salt Lake County, Utah, United States

Provo, Utah Area

Provo, UT

• Created and developed a department of 70 elite problem solvers through internal and external recruitment; these individuals were tasked with focusing on strategic business development, customer satisfaction, social.
• Developed cross-departmental rapport, while working on overall company improvement; this improvement included increasing 20 transactional NPS company-wide
• Assisted in improving overall customer satisfaction and transactional NPS scores by over 20, through NPS implementation, efficient departmental and detractor communication, and solution implementation
• Effectively managed and projected expenses to stay within allocated $3M departmental budget
• 2014, 2016 and 2017 Stevie Award winner for best use of social media and escalation team
• 2016 ICMI Global Contact Center Award finalist for social media

Provo, UT

• Prepared and evaluated CRM reports to identify areas of improvement
• Managed communication with a team of 14 leaders to maintain clearly defined expectations and goals, regarding areas such as attrition, training and development, quality assurance, scheduling, AHT and FCR call center.
• 2013 ACE Award winner for best use of customer feedback; this award recognizes outstanding achievement in customer experience and is measured through an organization’s commitment to listening to the Voice of the.
• Oversaw training and development of 14 fellow supervisors, this training was targeted at developing supervisors for a leadership role within the company; and out of 14 participants, 2 were promoted into management and.
• Monitored daily operations of a high volume call center
• Managed customer feedback and implemented conflict resolution practices, as needed

Provo, UT

• Managed full cycle recruitment and retention of customer service representatives
• Handled customer complaints and addressed customer feedback in a timely manner
• Played a key role in receiving two J.D. Power awards for customer service, customer communication, call efficiency, customer assurance and support
• Maintained and enhanced customer services by organizing and evaluating service initiatives, delivery systems and company procedures
• Analyzed data and statistics to improve customer service standards
• Utilized social media to respond to customer complaints, praise and feedback

Provo, UT

• Created marketing and social media campaigns and strategies, including budget planning, content ideation, and implementation schedules
• Ensured brand consistency in marketing and social media correspondence through cross-departmental collaboration, advertising, product development, and brand management
• Provided cross-departmental training and guidance on social media implementation best practices and strategies
• Collected customer data and analyzed social media interactions; this information was used to create comprehensive reports and to improve future marketing strategies and campaigns
• Reported social media trends and activity to internal marketing teams
• Expanded company social media presence into new social media platforms, and increased presence on existing platforms, such as Facebook, LinkedIn, Twitter, and Instagram, etc.

Provo, UT

• Conducted customer service training, as well as personal development and cross-departmental training, as needed
• Worked closely with upper management, supervisors and employees to identify training opportunities and execute department or skill specific training accordingly

Provo, UT

• Answered inbound calls and ensured customer satisfaction, through warm and hospitable customer service and greetings
• Acted as an escalation resource on the call floor for all customer discrepancies
• Handled all customer phone, email and in-person inquiries in a courteous and timely manner
• Performed calling plan analysis and recommended plan changes/migrations
• De-escalated calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company
• Provided Floor Support for colleagues by answering questions, providing feedback and direction, assisting with systems issues, and troubleshooting customer complaints

Provo, UT

• Provided excellent customer service through phone, e-mail, and chat services on a daily basis
• Served as liaison between customer support team, management and clientele to improve customer service and business productivity
• Ensured customer satisfaction by meeting customer needs in a courteous and timely manner
• Tracked, followed-up and resolved outstanding customer issues in a timely fashion
• Developed customer service programs and customer support initiatives according to company standards and best practices
• Assisted in customer support training and service improvements