Matthew Gordon

Matthew Gordon Email and Phone Number

Project Manager, Customer Relations, Sourcing and Solutions Expert @ Mosaic
hamilton, ontario, canada
Matthew Gordon's Location
Grimsby, Ontario, Canada, Canada
Matthew Gordon's Contact Details

Matthew Gordon work email

Matthew Gordon personal email

n/a
About Matthew Gordon

Experienced Internet Manager with a demonstrated history of working in the consumer services industry. Skilled in Operations Management, Service-Level Agreements (SLA), Avaya Products, Workforce Management, and Contact Centers. Strong support professional graduated from Niagara district secondary school.

Matthew Gordon's Current Company Details
Mosaic

Mosaic

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Project Manager, Customer Relations, Sourcing and Solutions Expert
hamilton, ontario, canada
Website:
wearemosaic.ca
Employees:
15
Matthew Gordon Work Experience Details
  • Mosaic
    Director Of Support And Onboarding
    Mosaic Aug 2023 - Present
    Hamilton, Ontario, Canada
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  • Mosaic
    Customer Service Manager
    Mosaic Nov 2021 - Aug 2023
    Hamilton, Ontario, Canada
    Manages onboarding projects for new clients, technical support and implementation of our solution for car wash automation and enablement.
    View
  • Tucows
    Manager Ting Internet Customer Support
    Tucows Aug 2019 - Jun 2020
    Toronto, Canada Area
    Managed Technical support and Sales teams for the Ting Fiber Internet business within Tucows. Implemented Zendesk Sell and developed a CES survey utilizing Delighted. Maintained an average of 92% CES scores. Managed transition to 100% work-from-home model during the height of the COVID-19 pandemic and worked with teams remotely.
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  • Loblaw Digital
    Customer Relations Manager
    Loblaw Digital Jul 2015 - Nov 2018
    Toronto
    Managed team that provided customer support and interfaced with design, product and technical teams to enhance customer experience. Responsible for budgeting and management of vendors.
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  • Loblaw Digital
    Store Launch Lead
    Loblaw Digital Dec 2016 - Dec 2017
    Toronto, Canada Area
    Managed team that launched online grocery locations throughout Canada. Worked with properties team to design new store locations and fixture layouts.
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  • Aspire Lifestyles
    Service Delivery Manager
    Aspire Lifestyles May 2013 - Mar 2015
    Burlington, On
    Responsible for managing a team of Leaders which supported a workforce of ninety Agents. Initiated a program to drive customer engagement and satisfaction within line of business. Managed team productivity and maximized profitability by ensuring lower cost of unit worked. Developed a project plan framework for major events which encapsulated all the required and additional efforts to ensure high SLA and optimal workload balancing.
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  • Arvato Digital Services
    Operations Manager
    Arvato Digital Services Aug 2011 - Apr 2013
    Kitchener
    Directly responsible in managing four separate accounts with a variety of contact types. Improved Key Performance Indicator results on a program where performance was previously un-attainable through development planning, productivity analysis and corrective actions. Maintained client relationships through weekly business reviews, face to face meetings and proactive communication. Managed business finances by limiting expenditures and maximizing revenue while balancing employee rewards. Provided direct feedback to directors in regards to current and future strategies to maximize margins.
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  • Percepta
    Team Manager
    Percepta Feb 2011 - Aug 2011
    Oakville
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  • Sitel
    Team Manager
    Sitel Jul 2007 - Feb 2011
    St. Catharines
    Responsible for HP Mediasmart business, and various HP printer divisions.
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  • Sitel
    Training Co-Ordinator
    Sitel Jan 2005 - Jul 2007
    St. Catharines
    View

Matthew Gordon Skills

Workforce Management Call Centers Service Delivery Management Contact Centers Operations Management Business Process Improvement Training Bpo Leadership Employee Training Customer Satisfaction Outsourcing Call Center Team Management Customer Experience Process Improvement Call Center Development Team Leadership Coaching Training Delivery Performance Management Crm Transition Management Profit Center Management Customer Retention Technical Support Acd Change Management Troubleshooting Project Planning Vendor Management Avaya Inbound Marketing Offshoring Employee Engagement Quality Assurance Copc Service Desk Telecommunications Six Sigma Software Documentation Account Management Metrics Iex Training Development Ivr P&l Management Sla Customer Service

Matthew Gordon Education Details

  • Niagara District Secondary School
    Niagara District Secondary School

Frequently Asked Questions about Matthew Gordon

What company does Matthew Gordon work for?

Matthew Gordon works for Mosaic

What is Matthew Gordon's role at the current company?

Matthew Gordon's current role is Project Manager, Customer Relations, Sourcing and Solutions Expert.

What is Matthew Gordon's email address?

Matthew Gordon's email address is mb****@****geco.ca

What schools did Matthew Gordon attend?

Matthew Gordon attended Niagara District Secondary School.

What are some of Matthew Gordon's interests?

Matthew Gordon has interest in Guitar, Children, Environment, New Technologies, Poverty Alleviation, Science And Technology, Catamaran Sailing, Human Rights, Animal Welfare.

What skills is Matthew Gordon known for?

Matthew Gordon has skills like Workforce Management, Call Centers, Service Delivery, Management, Contact Centers, Operations Management, Business Process Improvement, Training, Bpo, Leadership, Employee Training, Customer Satisfaction.

Who are Matthew Gordon's colleagues?

Matthew Gordon's colleagues are Rahman Mehrabi, Geethashree Chandrashekar, Andy Potvin, Alexander Drover, Bryant Warren, Raeqwaun Alexander, Rita Sugrive.

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