Service Representative Associate Customer

MATT POWERS

Omaha, NE ***** 402-***-**** ************@*****.*** linkedin.com/in/matt-powers-646886a0

CLIENT RELATIONSHIP MANAGER

Well-qualified business professional with demonstrated experience in a fast-paced environment including product owner, client engagement management, project management, and team management. Demonstrated ability to work with large projects from requirements gathering to implementation. Strong ability to work with numerous projects, clients, teams, and all levels of management to achieve project success. Key areas of expertise include:

Client Engagement Project Management Waterfall and Agile Methodology Problem Resolution

Team Leadership Cross-Functional Collaboration Technical Troubleshooting Vendor Management

Workflow Management Technical Acumen Platform Migration Management

TECHNICAL SKILLS

Cloud, Inbound and Outbound IVR, SMS, Advanced Speech Recognition, Host Interface, Database support

Microsoft Office, Jira, SharePoint

Auto Task

Microsoft Teams

PROFESSIONAL EXPERIENCE

Datex Corporation, Omaha, NE April 2022 – August 2022

Associate Customer Success Manager

Main POC for team customers

Daily scrum manager and lead on technical issues

Coordinator between support team, technical teams, and professional services

Monthly business reviews with customers

Lead for communication to leadership team on customer health and status

Interaction with sales / account teams on upcoming initiatives and events

West / Intrado Corporation, Omaha, NE March 2008 – November 2021

Client Relationship Manager

Managed multiple client accounts simultaneously, display flexibility in handling a variety of projects in tandem. Product ownership for multiple clients and products.

Prioritized numerous tasks and projects to achieve optimum resource utilization.

Coordinated technical projects with various departments, including Application Development, Operations, Telecom, Network Engineering and Quality Assurance.

Developed and oversaw applications using a variety of technologies.

Directed creation of web interface tools for client consumption, providing internal and external training.

Provided ongoing consultation to clients, including campaign analysis and reporting.

Collaborated with internal business units to streamline applications.

Gathered and documented detailed technical requirements.

Prepared and presented Quarterly Business Reviews.

Handled client escalations and executive management support.

Participated in issue resolution, including trouble shoots with multiple groups. Communicated technical root cause analysis, including recommended course of action.

Reviewed invoices, ensuring within contract specs and resolving any client billing questions.

MATT POWERS 402-***-**** PAGE TWO

West / Intrado Corporation, Omaha, NE

Voice Service Team Manager – Account Services Division

Managed team of 12 Voice Service managers.

Wrote and delivered appraisals to all employees on team.

Provided escalation support to employees.

Facilitated team training for continued success.

Interfaced with executives within West and AT&T for project prioritization, tracking and escalation.

Communicated technical overviews with customers to ensure accurate project requirements.

Tracked projects from start to finish, providing high level reports for executive management.

Evaluated project flow for adherence to company standards.

West / Intrado Corporation, Continued

Voice Service Manager – Account Services Division

Interfaced with corporate customers and technical staff to prepare telephony orders based on customer requirements.

Tracked technical telephony orders from conception to completion.

Managed and reported on numerous projects, communicating to leadership as needed.

Oversaw customer cutovers as customer liaison and escalation point.

Informed Inc., Omaha, NE

Sales / Customer Service Representative

Maintained numerous customer accounts, dealing with all customer needs from printing to fulfillment.

Expanded sales on current accounts.

Coordinated customer projects from conception through final phases.

Worked with Warehouse management for efficient product tracking.

Developed reports for ordering based on fulfillment requirements.

CERTIFICATION

SAFe Agile Certified

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