Matthew L. Email & Phone Number

Greater Toronto Area, Canada

• Leads the BrokerBay Support Team; a hybrid team of fifteen Team Leads, Individual Contributors, and Support Associates that support 400,000 end users.• The escalation point for BrokerBay’s Customer Success Team, encompassing the Account Management, Implementation, and Support Teams.• Strategically introduced Support KPIs, boosting Associate productivity and enabling the team to deftly handle a 50% year-over-year user increase while shrinking headcount.• Engineered cost-neutral policy innovations that secured approximately $120,000 in ARR by creatively elevating the client experience in an underserved market.• Fosters a culture of continuous learning and professional development within the Customer Success Team to drive individual and collective success.• Partners with Product and Engineering teams to provide customer feedback and advocate for product improvements based on support insights.

Toronto, Ontario, Canada

• Led the Petting Zoo; a remote team of five high-performing Customer Success Associates• Spearheaded the conceptualization and successful implementation of phone-based technical support through the BrokerBay Technical Support Hotline.• Oversaw the Customer Success Sprint Planning Team, facilitating effective communication of feature release information from Product/Engineering to clients and end users.• Managed the BrokerBay Live Concierge project, ensuring smooth operations of Appointment Desk and Live Concierge services for over 250,000 users.• Played a critical role in three Zendesk Overhauls, actively involved in the selection, design, and implementation of market and tier-based automated queue systems.• Made valuable contributions to the team’s hiring process, from conducting initial interviews to supporting onboarding and overseeing the successful graduation of new hires.

Toronto, Ontario, Canada

• Shaped the Client Experience by engaging with and resolving client issues through Zendesk• Replicated then escalated technical issues to the engineering team using JIRA• Tackled unexpected issues in a professional manner by developing and executing an action plan • Found gaps in established processes and presented well-thought-through solutions• Analyzed data trends to assist in optimizing BrokerBay’s support channel strategy

Toronto, Ontario, Canada

• Interfaced with Orion, Atlas, and CaseWare databases• Prepared source data for digitization by establishing priorities, compiling and sorting information• Drafted client-facing invoices and contracts using MS Word for yearly tax preparation• Compiled and generated spreadsheets capturing key data related to the company’s active contracts• Member of a cross-functional team responsible for e-filling income tax returns• Provided excellent customer service to clients via phone, email, and instant message

Toronto, Ontario, Canada

• Championed a culture focused on consistently delivering exceptional, positive customer experiences• Responded to customer concerns by remediating issues in a prompt, friendly, and efficient way• Improved the store’s community standing by developing empathetic client relationships• Maximized sales and profits through effective leadership of people• Controlled hiring process from initial interview to onboarding• Researched, updated, and validated sales data underlying spreadsheet production• Created pivot tables and modified spreadsheets to share progress on Key Performance Indicators• Led a successful iPhone launch by introducing a client-centric communication system• Promoted from Sales Specialist to Store Manager in January 2014

Toronto, Ontario, Canada

• Used SPIN selling to connect customers with Bell products and services

Toronto, Ontario, Canada

• Managed and responded to all correspondence and inquiries from clients and vendors• Managed staffing levels by recruiting and interviewing candidates• Prepared routine and ad hoc status reports for the Office Manager

Toronto, Ontario, Canada

• Led a retail team of ten by providing daily work direction, coaching, and dispute resolution • Member of a cross-functional team responsible for operating the “Manager-On-Duty” program• Drove a positive customer experience by building relationships, exhibiting empathy, and providing solutions• Promoted from Sales Specialist to Department Leader in August 2010

Toronto, Ontario, Canada

• Utilized solution selling and expert product knowledge to exceed monthly sales goals

Toronto, Ontario, Canada

• Controlled and monitored the voting process to ensure regulatory compliance

Toronto, Ontario, Canada

o Provided customers with a personalized, friendly, and efficient cashiering serviceo Performed verification on customers purchasing age-restricted products to ensure regulatory complianceo Undertook till balancing & administration activities