Matthew Cunningham

As an Operations Manager at iTel BPO, I led a dynamic team of customer service professionals to deliver exceptional service and support to our clients. Over a span of one year, I managed daily operations, implemented process improvements, and ensured the overall success of the team.Key Responsibilities:

• Led a team of customer service representatives, providing coaching, guidance, and support to ensure high-quality service delivery.
• Developed and implemented operational policies and procedures to ensure efficient and effective service delivery.
• Monitored and reported on team performance, identifying areas for improvement and implementing corrective actions as needed.
• Collaborated with cross-functional teams to ensure alignment of operational goals and objectives with overall business strategy.
• Managed and tracked key performance indicators (KPIs) to measure team performance and drive continuous improvement.
• Conducted regular team meetings and training sessions to ensure the team was up-to-date on the latest service delivery processes and best practices.

Achievements:

• Improved team performance by implementing a coaching and development program, resulting in a 20% increase in customer satisfaction scores.
• Streamlined operational processes, resulting in a 15% reduction in average handle time and a 10% increase in first call resolution rates.
• Led a project to implement a new customer service platform, resulting in a 25% increase in productivity and a 10% reduction in operational costs.
• Received recognition for outstanding performance in operational management and exceeding service delivery metrics.

Skills Utilized:

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Proficient in operational management software
• Data analysis and reporting
• Project management and implementation

As a Customer Success Manager at Conduent, I played a pivotal role in ensuring the success and satisfaction of our valued clients. Over a span of two years, I effectively managed a portfolio of key accounts, overseeing their onboarding, implementation, and ongoing support to drive customer retention and loyalty.Key Responsibilities:

• Managed a diverse portfolio of client accounts, serving as the primary point of contact for all customer-related inquiries and issues.
• Developed and maintained strong relationships with clients, understanding their needs and goals to provide tailored solutions and support.
• Led cross-functional teams to deliver high-quality services and solutions, ensuring customer satisfaction and retention.
• Collaborated with internal stakeholders to address customer concerns, resolve issues, and drive continuous improvement in service delivery.
• Conducted regular account reviews and performance evaluations to identify opportunities for growth and expansion of services.
• Utilized customer feedback and data analysis to drive strategic decision-making and enhance the overall customer experience.

Achievements:

• Successfully increased customer satisfaction scores by implementing proactive communication strategies and personalized support initiatives.
• Streamlined internal processes, resulting in improved efficiency and faster resolution of customer inquiries.
• Played a key role in expanding the customer base by identifying upsell and cross-sell opportunities within existing accounts.
• Received recognition for outstanding performance in customer relationship management and exceeding customer success metrics.

Skills Utilized:

• Strong interpersonal and communication skills
• Excellent problem-solving abilities
• Proficient in customer relationship management software
• Team leadership and collaboration
• Data analysis and reporting
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established strong relationships with key customers, resulting in increased customer loyalty.