Michael Mattson Email & Phone Number

Hartford, CT, US

• Lead the National Steering Committee to ensure alignment with the Contact Center AI Association's mission and goals.
• Provide strategic direction to other committees and compile the annual report for the organization.
• Represent the committee in external communications and partnerships to enhance the association's visibility.

Driving strategic CX initiatives and sustainable AI adoption as the Northeast Chapter President for the Contact Center Artificial Intelligence Association (CCAIA). I’m passionate about guiding the responsible integration of powerful technologies like intelligent virtual assistants and predictive analytics to streamline operations and deliver best-in-class.

South Orange, NJ, US

If you're looking to scale, start with what you can afford to change - your culture.Invest in your culture so your organization can become a finely-tuned, customer-centric relationship builder that earns loyal customers and a profit.Our ground-breaking solutions immerse your team in deep empathy, cultivating an outside-in perspective that gives customers a.

New York, NY, US

As Manager of Experience Management at Travelers, I elevate the interactions and journeys of auto insurance customers through an empathetic, outside-in lens. By truly walking a mile in customers' shoes, I give them a voice that shapes exceptional, emotionally resonant experiences. Championing a customer-centric culture, I immerse teams in empathy-driven.

Washington, D.C., US

Developed synergistic relationships with congressional and senatorial offices, achieving a 100% overall satisfaction rating while addressing constituent concerns.Enabled my teams through coaching and mentoring to become area recognized top-performers. I empowered my Business Service Network team to achieve a satisfaction rate of 95% with 270 vital business.

Washington, D.C., US

Managed three unique customer focused programs. I directed the LEADing Together Program, the Business Service Network (BSN), and the Consumer Affairs Team in the Connecticut District.The BSN protects USPS revenue from medium to large business customers. To protect this revenue, I tracked historical revenue data from each account to identify variances and.

Washington, D.C., US

Fostered and maintained positive relationships with congressional and senatorial offices throughout my district. Furthermore, I manage a consumer affairs team as well as a business service team.Resolved the most complex customer complaints while supporting the resolution processes in 300 local post offices.Led a Business Service Network team of 6.

Washington, D.C., US

Improved the Customer Relationship Management platform to provide an exceptional experience to more than 150,000 employees and 500,000+ external customers each day nationally.Analyzed data collected from customers to determine service defects within Postal systems and practices. I presented my findings to top executives which fueled continuous improvement.

Washington, D.C., US

Improved retail customer service operations in 300 local post offices, improving customer feedback scores by 10 points. Analyzed customer verbatims to inform customer service culture transformation efforts. I implemented the use of a well-trained lobby assistant and worked to improve employee morale. I used the Preplanning and Compliance Worksheet to align.

Washington, D.C., US

Deployed continuous improvement methods to align daily unit service operations with a quality customer experience.Improved customer satisfaction through the reduction of reopened cases, addressing systemic process issues, and engaging my team around customer service.Reduced workhour overages by 20 hours weekly, controlled employee availability through.

Washington, D.C., US

Assisted team in change management through taking on additional roles and responsibilities such as being our station’s employee engagement coordinator for the customer connect program.Provided high quality and timely mail delivery services to business and residential customers. My exceptional time management and organizational abilities enabled me to.

Created and maintained valuable client relationships through effective communication, efficient problem identification and resolution, and excellent customer service. Increased revenue by 20% annually through networking, promotion campaigns, and direct sales.Received 100% all-time customer satisfaction through active listening, integrity, high quality.

Manage workflow in order to meet time expectations while coordinating groups of more than 5000 students to provide professional quality images at fast-paced events.

Vandal Solutions is a not-for-profit group that provides professional-quality marketing and advertising services to local businesses. It allows students to develop real world business skills through project management, creative marketing and sales. As the Manager of Public Relations, I created and maintained the image of Vandal Solutions and developed.

Organized a team to meet expectations of customers while cooperating with other Vandal Solutions teams in an enthusiastic and professional manner to provide high quality products to the Vandal Solutions project and sales teams.

Academic Certificate, Entrepreneurship/Entrepreneurial Studies

Bachelor'S Of Science, Marketing

Emphasis, Statistics

Emphasis, Communications