Victor Mathieu, Pmp Email & Phone Number

New York, NY, US

Chicago, Illinois, US

• Provided consulting and training to support business planning, operational improvements, marketing and sales, by supplying technology roadmaps, evaluating systems, implementing employee retention strategies, improving.
• Provide on-site visits to assess existing operations and systems, then create strategic implementation roadmaps for new services, processes, or technology that net an average 25% profit margin increase
• Performed evaluations on labor, service, and cost of goods, utilizing analytics to reestablish pricing structures and training programs to improve employee turnover and the customer experience
• Introduced new technology and staff-support software such as "Asana, Expandshare, Datto, Zendesk, Bringg's Fleet, LMS training modules", POS, and other SaaS solutions, that assisted with the development of quality.
• Overcame obstacles brought on by the 2020 COVID-19 pandemic, functioning as the change agent to maintain operations and retain employees, that led to new business opportunities, technologies, delivery options.
• Suggested a location change that catapulted brand recognition, delivered a surge of 35% in sales, and resulted in the "conceptualization to launch" building projects and openings of a second and third location within 3.

Norwalk, Connecticut, US

• Created the first enterprise-wide organizational training initiatives focused on building and utilizing a team of technical writers, trainers, managers, and outside subject matter experts for universal and departmental.
• Designed and implemented organizational-wide training for new hires, that introduced the company structure, product, customer base, and internal resources, and reduced the onboarding period by 50%
• Implemented Learning Management Software (LMS) "Docebo", to house company- wide training knowledge, as well as creating, managing, and delivering the first courses within 2- week project timelines
• Supported 2 organizational acquisitions, by adapting training to foster mutual benefits and changes that would ensure a seamless transition
• Identified employee potential and developed annual performance reviews and one-on-ones to deliver career development guidelines and organizational growth
• Developed strategic customer "Webex" sales training classes with 40+ participatns and in-house training with class sizes of 12+ to enhance the partner/reseller’s ability to sell value over product, driving a robust 25%.

Norwalk, Connecticut, US

• Oversaw a team of 50 technicians that grew to 100 team members and managers in 2 US and 3 global locations, through business continuity, expansion of hours, implementation of new hire/onboarding and training policies.
• Implemented new hire policies, developed roles, and introduced the use of benchmark KPIs, that contributed to successful employees and earning the organization’s first appearance on the Computerworld “Top 100 Places to.
• Functioned as the Executive Ambassador to Datto’s Advisory Board, presenting during acquisitions, 25+ major product releases, departmental improvements, 10+ trade shows, and more
• Analyzed metrics and made changes that achieved a 20% reduction in ticket resolution time, a 50% reduction in first response time, a 15% reduction in the cost of goods, and an elevation of CSAT scores by 20%

Norwalk, Connecticut, US

• Continued to build and scale the technical support teams by introducing a cross-shadowing, cross-functional training program, changing support hours and directives, introducing a service "Zendesk" ticketing system, and.
• Introduced a cross-shadowing program for sales representatives and technicians, that contrasted their differences in communication and responsibility, and the importance of collaboration to acquire and retain clients
• Launched an initiative focused on improving the customer experience, expanding operating hours from regular business to 24/7/365, and implementing “direct-to-tech” support rather than a call center model of dispatching
• Vetted options and implemented the "Zendesk" ticketing system, that provided the ability to evaluate metrics, deliver additional customer resources, and enhance employee workflows and productivity that increased, CSAT.
• Optimized the ticketing system to achieve a 50% reduction in first response and customer wait times and a 20% reduction in overall resolution times, that generated an improvement in customer satisfaction from 76% to.
• Worked with the product department to produce 2 new revenue streams in support with differentiators at Premium and second level support that generated a 30% increase in monthly recurring revenue

Norwalk, Connecticut, US

• Hired as the #20 employee and #8 tech employee for this startup and rose quickly to executive level by scaling the support group enterprise-wide to match the revenue growth.
• Developed and implemented a standard interview process and the first technical support employee manual, to support a universal onboarding process, reduce possible lawsuits, and widen the range of technical hires
• Established a focus on customer service training for technical support to effectively handle difficult calls and disaster recoveries, as well as creating a format/script to gather information for problem-solving to.
• Built and executed a preparedness and escalation plan for Hurricane Sandy, providing support for all staff and ensuring business continuity for over 300 organizational servers that included stockpiles of supplies, a.
• Deployed a 60 person team for two weeks that handled the recovery of customer servers numbering 100X the monthly average

• Fixed and explained proper use of computers to customers, trained new employees on company operating procedures, and provided support for any technological performance issues.
• Was given MVP award (5 times) for excellent sales and service

Bethpage, New York, US

• Educated customers on various company services including internet and phones, while guiding customers through technical support issues and providing a five star customer service experience.
• Received the Bronze Award for exceptional service