Customer Experience & Process Improvement Leader

MATHEW BLAKE ********@*****.*** 919-***-**** RALEIGH, NC, 27616

Profile Summary

Customer-focused senior process professional with a proven track record of driving measurable improvements in customer experience, operational efficiency, and revenue growth. Professional Experience

Align Technology SR. PROCESS ENGINEER Aug 2024 – Oct 2025

• Partnered with cross-functional stakeholders to improve operational SLAs and enhance customer experience across Align’s portfolio of products and services.

• Collaborated with global customer care teams to analyze customer pain points, identify inefficiencies, and support implementation of targeted improvement strategies.

• Led execution of iTero scanner merchandising strategies in collaboration with Sales Operations, IT, Operations, and senior leadership to support revenue growth and sales effectiveness. Handled 50+ tickets every day using Zendesk.

Avis & Budget Rental Sales, Customer Service and Store Management Jan 2023 - Aug 2024

• Delivered end-to-end customer service at rental counters, including vehicle rentals, contract processing, and promotion of products and services.

• Identified customer needs proactively by making 100 calls over a 8 hour daily phone shift.

• Managed store inventory and ensured timely replenishment of supplies to support seamless daily operations.

• Maintained high customer satisfaction through responsive service and operational excellence. WELLS FARGO SR. PROCESS ENGINEER & SCRUM MASTER Sep 2020 – Jan 2023

• Facilitated daily Scrum ceremonies and supported Agile delivery across Corporate and Investment Banking lines of business.

• Led business process mapping and process modeling initiatives using Jira WFM, iGrafx, and Power BI throughout the process lifecycle.

• Delivered measurable productivity improvements by identifying inefficiencies and implementing data-driven process enhancements.

• Built strong relationships with key stakeholders to drive alignment and adoption of process and quality methodologies.

• Championed continuous improvement and quality frameworks to enable cultural transformation and effective backlog and opportunity management.

** Previously worked with Infosys BPO.

Core Skills:

• Customer Experience Management

• Continuous Improvement & Process Optimization

• Sales Growth & Revenue Enablement

• Cross-Functional Collaboration

• Project & Agile Delivery

• Store & Operations Management

• ISO 9001 Quality Management Systems and ITIL

Education:

• Master of Commerce (M. Com)

Certifications:

• Certified Scrum Master from Scrum Alliance – 2018

• ISO 9001:2008 Lead Assessors Certification from DNV (Det Norske Veritas) - 2010 from QAI – 2008

Trainings:

• AI Automation, 2026

• Selenium Automation Testing – 2022

• SQL - 2022

Applications worked on:

JIRA, Confluence, SAP, SFDC, Minitab, Slack, Miro, MSvisio, MSProject, Tableau, PowerBI, Zen- desk, Asana, AA.

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