Matthew H. Email & Phone Number

Chicago, Illinois, United States

Responsible for developing and maintaining relationships with key stakeholders within customer organizations. Conducted onboarding sessions with new customers to ensure they understood the product and its features. Acted as liaison between enterprise customers and internal teams to ensure customer needs are met· Enterprise Company Creation and Onboarding managed the training, setup, and onboarding of 5 enterprise clients simultaneously between two different product offerings.· Presentation coordination I was chosen to put together the base presentation deck for SEMA which is the most important event of the year in the specialty automotive industry. I collaborated with C-level executives, VPs, product team members, data analysts, and sales team members to create a deck that could easily be customized for each of our enterprise customers.

Responsible for coaching and motivating my team of 8 - 12 call center representatives. Answered questions, handled complaints, and provided support for clients. I also assisted in interviewing and hiring new employees while monitoring my team's success on an ongoing basis. Finally, I was responsible for writing annual reviews on all my direct reports.· Coaching and Mentoring Committed to providing employees with clear vision, meaningful feedback and motivating them to achieve unprecedented results.· Chat Widget Integration Worked with internal teams such as product development and IT to introduce a chat widget to the PartsTrader marketplace. This provided our customers with another avenue for obtaining support.

Recruited as temporary customer service rep (9/14) promoted to permanent customer service rep II (2/15)promoted to customer service rep III (1/16)promoted to training specialist (7/16)promoted to training specialist II (5/18)responsible for developing, implementing, and evaluating training programs for employees and customers. Ensuring that employees have the skills and knowledge to perform their jobs efficiently and meet organizational goals.· New Hire Training Completely redesigned and recreated the new hire training curriculum. Conducted product and technical training for every new employee of all levels.· Webinar Hosting Worked with internal teams to schedule, setup, and conduct webinars of up to 200 customers, sometimes customized for larger enterprise customers and their specific processes.· Training Video Creation Utilized Camtasia video editing software to recreate all the integrated customer-facing training videos which improved system adoption rates.