Matt Dale Email and Phone Number
Customer Experience Leader | B2B/B2C SaaS eCommerce | Problem Solver & Systems Thinker | Mentor | Speaker at
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i2M
Matt Dale's Location
Boise Metropolitan Area, United States, United States
Matt Dale's Contact Details
Matt Dale work email
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Matt Dale personal email
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Matt Dale phone numbers
About Matt Dale
15+ years of success in building solid, high-functioning support and data services teams in a B2B SaaS environment. Known for cultivating strong, collaborative relationships with leaders on other teams and data-driven decision making. Skilled at scaling teams using technology and workflows. Frequent conference speaker and podcast guest.
Matt Dale's Current Company Details
I2M
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Customer Experience Leader | B2B/B2C SaaS eCommerce | Problem Solver & Systems Thinker | Mentor | Speaker
Matt Dale Work Experience Details
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Head Of Customer ExperienceI2M Oct 2023 - PresentDeveloping 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.
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Head Of Customer ExperienceClearly Filtered Jul 2023 - PresentRancho Santa Margarita, California, UsI'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. -
Cx ConsultantMoxie Cx, Llc Dec 2022 - PresentAt 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! -
Chief Experience OfficerSimplecar Mar 2023 - Feb 2024Los Angeles , Ca, UsI'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. -
Vp Customer SupportRenaissance Learning Apr 2022 - Nov 2022Wisconsin Rapids, Wi, UsLed customer support integration efforts post-acquisition of Illuminate Education by Renaissance Learning to bring our teams together with a shared structure, tools, and workflows. -
Vp Customer SupportIlluminate Education, Inc. Jul 2018 - Apr 2022Irvine, Ca, UsManaged 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. -
Vp, Support And Data OperationsIlluminate Education, Inc. Jan 2018 - Jul 2018Irvine, Ca, UsExamined 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.
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Head Of SupportIlluminate Education, Inc. Feb 2014 - Dec 2017Irvine, Ca, UsCreated 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.
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Director, Data ServicesIlluminate Education, Inc. Feb 2013 - Jan 2014Irvine, Ca, UsIdentified 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.
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Project ManagerIlluminate Education, Inc. Nov 2011 - Jan 2013Irvine, Ca, UsManaged 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.
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Operations ManagerCopenbarger & Voorhees, Llp Jul 2010 - Oct 2011Managed 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.
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Sales/Service ManagerBitvision Oct 2006 - Jul 2010
Matt Dale Skills
Leadership
Public Speaking
Strategic Planning
Customer Service
Project Management
Event Planning
Staff Development
Program Management
Educational Technology
Team Leadership
Marketing
Information Technology
Graphic Design
Communication
Non Profits
Fundraising
Nonprofits
Social Media
Community Outreach
Mac Os
Windows 7
Windows Vista
Windows Xp Pro
Ios
Social Networking
Wireless Networking
Web Design
Email Marketing
Web Development
Lamp
Nonprofit Organizations
Business Administration
Technical Support
Zendesk
Talkdesk
Matt Dale Education Details
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Biola University Crowell School Of BusinessGeneral -
Thomas Aquinas CollegeLiberal Arts (Classics)
Frequently Asked Questions about Matt Dale
What company does Matt Dale work for?
Matt Dale works for I2m
What is Matt Dale's role at the current company?
Matt Dale's current role is Customer Experience Leader | B2B/B2C SaaS eCommerce | Problem Solver & Systems Thinker | Mentor | Speaker.
What is Matt Dale's email address?
Matt Dale's email address is ma****@****eed.com
What is Matt Dale's direct phone number?
Matt Dale's direct phone number is +195173*****
What schools did Matt Dale attend?
Matt Dale attended Biola University Crowell School Of Business, Thomas Aquinas College.
What skills is Matt Dale known for?
Matt Dale has skills like Leadership, Public Speaking, Strategic Planning, Customer Service, Project Management, Event Planning, Staff Development, Program Management, Educational Technology, Team Leadership, Marketing, Information Technology.
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