Matt Dale Email & Phone Number

Developing a CX strategy for i2M from the ground up as they prepare to take over an existing software company. This includes selecting and implementing support tools, hiring a support team, and completing knowledge capture from the previous owners.

Rancho Santa Margarita, California, Us

I'm working with Clearly Filtered to refine their customer experience tools and workflows and to develop their people so they can provide a fantastic experience for their customers.

At Moxie CX, I help my clients better understand and improve their customer's experience. I focus on companies in transition, partnering with them to build out a CX strategy that wows their customers, scales efficiently, reduces churn, and sets them up for success.I can help with: - Strategic planning for customer success and customer support teams - Acting as fractional VP of CX/Support, COO, and CCO roles - Customer journey/customer experience mapping - Team training - Success tooling - And a whole lot more in the CX space!

Los Angeles , Ca, Us

I'm helping SimpleCar build a customer experience that's simple and delightful as they prepare to scale their operations and serve more customers in Southern California and beyond.

Wisconsin Rapids, Wi, Us

Led customer support integration efforts post-acquisition of Illuminate Education by Renaissance Learning to bring our teams together with a shared structure, tools, and workflows.

Irvine, Ca, Us

Managed a fully-remote team of 62 agents (40 in the US, 22 in India), six managers and two directors with an annual operating budget of $4.7M supporting B2B clients for an 11-product SaaS suite targeting the US K-12 education market. My team supports 5,500+ clients with $120M ARR through 112k support interactions per year.Integrated six separate support teams into a single team after a five-way acquisition. Consolidated support tools by merging six phone systems and five ticketing systems without client interruption or loss of historic ticket data. Savings of over $100k/year.Created a chat support team at a wholly-owned India subsidiary in Bangalore, developed a plan to hire and onboard agents, visited in-person for two weeks to strengthen the team. After six months of successful operation transitioned the team to Bristlecone BPO without losing any agents. Chat resulted in a 15% reduction in volume for the phone channel, the reduction of 10 US-based seats and a cost-savings of over $400k/year. Developed cross-training plans for all products and ensured that each agent is trained in a primary and secondary product to facilitate agent movement from low-volume products to high-volume products during busy seasons. Extensive experience with Zendesk Enterprise (Zendesk Certified Admin, expired), Talkdesk, 8x8 Virtual Office, Maestro QA.

Irvine, Ca, Us

Examined data processes, identified inefficiencies, and worked with the Data Services and Implementation teams on new workflows. These changes fixed bottlenecks and reduced client wait times by 22%.Worked with colleagues on the senior leadership team to plan for the 5-way acquisition including internal and external communications, product integration roadmaps, tool/process integrations, and headcount planning.

Irvine, Ca, Us

Created a strong recruiting and onboarding process for Support before there was an internal HR team to handle these functions; hired and onboarded 10 to 15 agents each year, scaling the team from six agents to 30 agents while supporting between 15% and 25% of the agents moving to other Illuminate teams each year.Analyzed and planned Support team portion of two acquisitions; successfully integrated employees into our team post-acquisition.Migrated Support team from 8x8 to Talkdesk phone system to improve service and client satisfaction, reduce agent frustration, and improve reporting.Expanded support hours from 8AM-5PM PT to 5AM-5PM PT to serve an expanded and geographically diverse client base. Started a remote squad to handle the early shift, and started recruiting from a national candidate pool. Championed a remote-first mindset in our team and the rest of the company. Improved communication and workflows to increase remote agent efficiency, retention, and satisfaction.Responsible for two office relocations and one office expansion including site selection, TI project management, approvals with the architect, landlord, and builders, vendor relations for cabling/furniture/AV/moving crew/decoration, project management, and the physical move. The initial buildout was for 17.5k sq. ft. with a budget of $1.2M and the expansion added an additional 7k sq. ft. with a budget of $500k. We moved in on-schedule and under-budget.

Irvine, Ca, Us

Identified and fixed inefficiencies in current tools and workflow which increased client satisfaction and reduced churn.Evaluated ETL solutions, selected and deployed Talend tool for the State/Known data ETL process, and added staffing to fix bottlenecks during periods of high demand.

Irvine, Ca, Us

Managed Zendesk, SugarCRM, 8x8 phone system, and desktop IT functions for the entire Illuminate team which grew from 20 to 200+ people.Created QA process for 3rd-party software; worked with our internal engineering team and their team to improve quality of product before shipping for clients, thus eliminating buggy software releases and improving client satisfaction and retention.Built-out processes for escalating support issues to engineering to reduce full-resolution times.

Managed daily operations at specialty estate and business succession planning law firm with staff of 20+ employees.Oversight of payroll, 401K, AP/AR, and firm accounting functions.Created and maintained office procedures and job descriptions.Brought employees from two separate firms together and developed them into a highly-functioning team with shared tools and workflows.Maintained computers, VOIP phone system, and email and file servers.Coordinated successful office relocation, including site selection, project management of TIs, contract negotiation and the physical move.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Ba, Liberal Arts (Classics)