Years of experience: 9

Service Quality ManagerCustomer Retention SpecialistCustomer Care SpecialistClient Relations SpecialistCustomer Success ManagerHelp Desk Support

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Matthew's Career Path
Principal ConsultantMar. 2024 -
Present
Grapevine | IT & CommsPrincipal Consultant
United Kingdom, PooleBusiness Unit Leadership: Spearheading the UC division with full operational accountability; driving growth through an inspiring leadership style that aligns team performance with business objectives. Solution Architecture & Needs Discovery: Leveraging deep customer empathy to map out "Customer Journeys," translating abstract business needs into high-performing technical solutions. Operatio...
Support Team LeaderJun. 2023 -
Feb. 2024
4ComSupport Team Leader
United Kingdom, BournemouthVisionary Leadership: Managed and motivated a high-volume engineering team by fostering a culture of accountability, maintaining morale, and consistently exceeding customer SLAs. Talent Transformation: Led recruitment and professional development, specialising in making complex technical concepts accessible to staff at all levels through structured mentorship.
Operational TrainerAug. 2022 -
May. 2023
4ComOperational Trainer
United Kingdom, BournemouthKnowledge Transfer: Designed bespoke training frameworks that simplified complex UC systems into digestible modules, significantly increasing "time-to-productivity" for new hires. Process Engineering: Identified and resolved gaps in departmental SOPs, creating a standardised service environment that reduced technical errors and improved consistency.

Matthew's Posts

  • 2

    How I can help you

    Crafting clear, concise training materials to enhance staff skills and standardise processes, ensuring a consistent customer experience. Engaging content empowers clients, reducing support needs. Initial consultation to identify gaps for improvement and streamlined documentation.

  • 2

    People I am looking for

    I believe I can help anyone who has a gap in their documentation, internally or externally, that needs engaging training material crafted.

  • 2

    Experience & Cases

    I have worked with: - IT Managed Service Providers - Telecoms Providers - Software as a Service Providers

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    Key KPIs: - SOP reduced troubleshooting by 50% - Developed pre-launch training materials - Reduced support needs during product launches - Served diverse industries needing training docs

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    How to contact

No responses yet
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  • 2

    About

    As an IT and Unified Communications consultant with over a decade of experience, I possess a comprehensive understanding of business operations and customer needs. I excel in process optimization and aim to leverage these skills to launch a value-driven business.

  • 2

    Request to Mentor

    My start-up idea focuses on helping businesses streamline processes and reduce waste. I seek guidance in transforming this concept into a successful venture, including developing training materials and coaching staff. Your mentorship can bridge my technical insights with entrepreneurial success.

  • 2

    How to contact

No responses yet
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  • 0

    How I can help you

    I offer actionable advice and frameworks to enhance soft skills in technical professionals, boosting stakeholder communication. Initial call identifies challenges, tailoring a personal training plan to build confidence and effective delivery.

  • 0

    People I am looking for

    Looking for clients such as: - Individuals seeking stakeholder interaction confidence - Tech pros needing communication enhancement

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    Experience & Cases

    Achievements: - 10+ years in customer complaint resolution - Experienced in customer and stakeholder roles - Developed and delivered training Previous clients: - IT Managed Service Providers - Telecom Providers - SaaS Providers

  • 0

    How to contact

No responses yet
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  • 0

    How I can help you

    Enhance operations by reducing Time to Resolution and Time to Response. Boost efficiency and address bottlenecks to free up resources for staff development and better customer satisfaction. Initial scoping call to tailor improvement plans, maximising value.

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    People I am looking for

    Ideal clients include: - IT Managed Service Providers - SaaS Providers - Telecoms Providers - Start-ups

  • 0

    Experience & Cases

    Key achievements include: - Standardised processes to reduce errors - Automated troubleshooting, cutting resolution times by 50% - Streamlined installation workflows - Awarded for top customer service - Developed training for faster staff productivity

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    How to contact

No responses yet
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