Matthew Nelson Jd, Mba, Ccxp, Pmp, Lssbb Email & Phone Number

Charlotte, North Carolina, Us

Everyone has hobbies and passions. Customer Experience and Social Impact Investing are mine. When i am not building customer centered culture i am working with the community doing something that i love.ABOUT PROJECT MY NEIGHBORHOODProject My Neighborhood (PMN) is a local non-profit that raises funds and awareness for bullying prevention. PMN’s core values include outreach, inclusion, team building, and health and wellness. PMN hosts Nerf events and supplies rental equipment for private events throughout the Midwest. Created in 2016, PMN has done events on the East Coast, West Coast and throughout the Midwest. Events range from community and church groups to private corporate events for large and small companies. PMN also partners with organizations, such as Pacer.org and Blaine National Sports Center, to expand bullying prevention initiatives.PMN uses toy Nerf blasters with foam darts along with paintball bunkers (Inflatables) for a series of games that promote outreach, inclusion, team building, and health and wellness. Proceeds from events allow PMN to host events throughout Minnesota and create a scholarship fund. PMN's scholarship program recognizes local heroes and future leaders. In the fall, teachers and communities leaders are able to nominate students that have stood up to bullying, exemplify PMN values (outreach, inclusion, team building, and health and wellness), are positive role models, and are future leaders. Nominated students are eligible for review and can be awarded scholarships or prizes. As a role model to the participants, Co-Founder Matt Nelson also speaks to kids about bullying and overcoming obstacles from his experience.

Newark, California, Us

Eden Prairie , Mn, Us

Eden Prairie , Mn, Us

Driving CX initiatives through personalized coaching, simplifying the members experience a crossed multiple portals and providing innovative healthcare products to our customers. Creating process improvement opportunities; Strengthening communication and culture for onshore and offshore teams. Supports program-based and product install work streams; Running daily Scrum Meetings; Gathering requirements from stakeholders

Charter Communications the 3rd largest communications company provides phone, internet and cable services throughout the country. As a member of the new speech and CX team we are developing enterprise strategy seen by the the highest levels of the organization. As a CX/speech analyst my hybrid role as the strategist is developing and calibrating the nexidia/ nice speech analytics program, query development and repeat call root cause analysis to reduce churn and increase revenue growth.  Query design for quality assurance and targeted listening of 200,000 calls per day for driving call center optimization through VOC program Developed root cause solution strategy of repeat callers targeting 7.5% reduction for billing department Call Study and analysis for the Repair department to limit reoccurring issues, identify self service and root cause for truck appointments. Provided design theory insight for on website, myaccount, IVR and a new mobile app  Identified the customer personas, created customer journey, experience diagram and CX strategy for Spectrum

Newtown Square, Pennsylvania, Us

Enhancing the Customer Experience for all PMI Members by improving value and satisfaction in PMI and it's services.Preliminary legal research into PMI-MN issues involving licensing as a school with MOHE Strategic initiatives gaining 3% growth annually and developing membership team (9 people) Responsible for VOC surveys, membership connectivity, pricing, and retention programs Designed and implemented a call center for PMI-MN to provide outreach and support to 3,500 members

Responsible for digital analytics and call monitoring with analysis for customer satisfaction and legal complaints/litigation prevention by special handling and customer segmentation. Ran point for Ditech’s Speech Analytics program, gathering qualitative data to identify potential complaints and recapture opportunities using voice-to-text call monitoring software. Generated and analyzed Ditech’s monthly surveys, phone scripts, customer diaries and voice of employee programs to identify root causes for customer pain points. Developed Call Calibration, playing a series of calls twice a month for Customer Service directors and senior management for Kaizen opportunities to improve the borrower satisfaction. Worked with IT, Legal and Business Units to identify call recordings for playback to identify improvement opportunities. Trained and managed responsibilities of a team of three CX specialists, collaboratively identifying customer patterns with the most opportunity. Analyzed JD Power industry results for 3 years, post $64 million CFPB fine, building improvement in scorecard Helped align business goals with customer-focused culture changes through CX improvements Developed a CX strategy: baseline, goals, and roadmap to achieve goalso Identified Customer Effort and its impact on Net Promoter Score (NPS), Attrition, and Legal Complaints Built remedy for improving performance through special handling of targeted borrowers based on analytics. Resulted in McKinsey Wave Initiative 1130: targeted 25% litigation reduction, 25% legal complaints, $70,000 monthly customer service call center costs, and increase in recapture for refinance of 8% ($9MM)o Monthly: 5% of accounts make 20% of calls, 24% of the total call duration, and 25% of legal complaints Created a living, 60-foot customer journey map illustrating customer touch points and pain points seen by all senior managers in the organization

Chanhassen, Mn, Us

Contributed to creating two major departments - Retention Department and Club Improvement Group – to focus on the development of attrition prevention strategies to stay competitive in a loyalty focused economy. Created the daily huddle, a one-hour daily meeting connecting all new members to the club in 120+ locations  2013 Redesigned the monthly and Daily Attrition Planner to reflect accurate updates and attrition forecasts Focused on a rolling 56,000 account default process working with 16 of the lowest performing clubs around the country and teams of 3 or 4 per club to drive attrition % down by proactively engaging with the members Developed special call lists for trainers and sales, prioritizing leads based on a weighted model with metadata

Doctor Of Law (J.D.), Dispute Resolution

Master Of Business Administration (Mba), Conflct Resolution

Bachelor'S Degree, Business Studies