Matt Poole Email & Phone Number

Ohio, United States

• Cross-Team Collaboration: Ensures successful solution implementations and client transitions by working across Commercial, Account Management, Implementations, and Finance teams, fostering collaborative relationships.• Continuous Improvement: Leads efforts in operational excellence, applying best practices to maintain high-quality customer experiences and effective program management.• Data Analysis and Optimization: Collaborates with data and Account Management teams to analyze and optimize program data, delivering actionable insights to customers, ensuring solutions are properly implemented and monitored for SLA compliance.• Client Support and Project Management: Serves as the main point of contact for daily program support, efficiently managing project timelines, ensuring contract compliance, and promptly resolving issues.• Financial Accuracy: Maintains 100% accuracy in customer invoicing and revenue recording by strictly adhering to established financial protocols and contracts.• Consultative Partnerships: Works closely with Commercial peers to offer consultative services on program design and strategy, aimed at boosting revenue, reducing costs, and strengthening customer relationships in line with strategic goals.

Columbus, Ohio, United States

Leadership & Team Management: Led a diverse team to enhance service delivery and optimize workflows. Championed talent acquisition and training to exceed operational efficiency and client service goals.• Recruiting Coordination: Managed candidate interviews, updates, and resolved recruitment issues. Enhanced candidate experience and supported administrative tasks.• Project Management: Directed multiple concurrent projects, balancing extensive responsibilities with high operational performance. Utilized SQL and Tableau for data analysis, navigating challenges to achieve project goals.• Client Engagement & Communication: Strengthened stakeholder communications, ensuring project deliverables met client expectations. Utilized JIRA for tracking, and regularly assessed client feedback to improve service delivery.• Process Optimization & Quality Control: Implemented a quality assurance framework to reduce errors and improve service delivery. Led cross-functional efforts to align processes with organizational goals.• Change Management & Innovation: Guided teams through strategic changes, fostering an environment for continuous improvement and innovation.• Industry Expertise: Became a subject matter expert, advocating for client needs in product development and ensuring alignment with market demands.

• Assisted with Online Authorizations and Appeals: Troubleshot online authorization and appeal processes, assisting users in navigating and resolving issues, enhancing user experience and operational efficiency.• Information Collection and Liaison Work:Liaised with relevant teams and applications to gather accurate information for user support, ensuring data accuracy and timely resolution.• Customer Service Excellence: Delivered exceptional customer service through proactive inbound and outbound communication, consistently achieving high customer satisfaction ratings.• Project Days Coordination: Coordinated and evaluated Project Days for prospective employees at CoverMyMeds, contributing to recruitment and talent acquisition strategies.• Pharma Account Management Liaison: Acted as a key intermediary between Pharma Associate Account Managers and the Appeals team, ensuring timely updates and seamless communication.• Leadership in Team Meetings:Led team meetings to discuss appeal updates and facilitated the onboarding process for new team members, enhancing team integration and operational continuity.• Data Analysis for Pharma Clients: Collaborated with Account Managers to gather and analyze client data, enhancing service delivery for Pharma clients through informed strategic decisions.• Strategic Presentation Skills:Presented analytical insights at team meetings, fostering collaborative problem-solving and strategic discussions for Pharma client projects, leading to improved client outcomes.

Columbus, Ohio Area

• Client Relations: Cultivated and managed relationships with high-net-worth individuals, Fortune 500 executives, and luxury travel agencies, ensuring 95% client retention rate over consecutive years.• Product Knowledge: Demonstrated a deep understanding of private aviation, aircraft types, and NetJets’ unique offerings, enabling tailored solutions to clients’ specific needs.• Team Leadership: Led a team of junior account managers, providing mentorship and training that increased the team’s overall productivity and customer satisfaction. • Client Onboarding:Streamlined the onboarding process for new clients, reducing required paperwork by 30% and improving the overall client initiation experience.• Conflict Resolution: Addressed and resolved complex client issues in collaboration with operations and service teams, ensuring continued trust and loyalty.• Event Participation: Represented NetJets at major aviation and luxury events worldwide, strengthening brand presence and generating leads.• Feedback Integration: Instituted a regular feedback mechanism with clients, leading to the introduction of two new service enhancements that increased overall client satisfaction.• Collaboration: Worked closely with flight operations and customer service departments to ensure a seamless experience for clients, from booking to post-flight services.

Working at Starbucks, I follow the Starbucks culture and standards, even exceeding them. I provide excellent customer service skills, time managment skills, multitasking, and leading a team. I am responsible for leading other partners on the shift, dealing with customer complaints and inquiries, and dealing with all cash handling requirements. Working at Starbucks I can quickly learn a customers name, their favorite drink, and connect with them on a personal level, all while managing my time to complete other essential tasks for the day.

The Residence At Christopher Wren

As a Leasing Consultant I am responsible for the performance of all activities related to apartment rentals, move-ins and lease renewals interacting with prospective and current residents to achieve maximum occupancy. My duties include generating and handling traffic, leasing apartments, qualifying prospects, preparing lease documentation and completing move-in paperwork and procedures in accordance with applicable laws and company policies. Also I assist with the on-going relationship with the residents throughout their tenancy.

While working at Sunglass Hut, I sold products to prospective consumers. This selling practice ranged from showing the customer to exactly what they are looking for to finding something else that they would love if we didn't carry what a specific pair. Additionally, I would up-sell the customer to a polarized pair or a more expensive brand, or adding accessories to their order, thus increasing sales for the store in order to achieve goals.

At Cold Stone Creamery I lead the team of other employees to a successful shift. While the store manager was out I was "acting manager" and took care of any customer complaints and prepared the store for opening and closing. These preparations included cash handling, bank deposits, food preparation, and taking care of any customers.