Manager Customer Service

MATTHEW MARTIN, CSM, CSPO

** ******* ****, **** ****, CA 94015

415-***-**** adc5ii@r.postjobfree.com

Implementation & Operations – Business Process Improvement:

Skillful and adaptive Operations Leader with extensive experience in strategic program management, tactical process implementation and directional steering of customer and user experience related initiatives through the process development life cycle.

What I Hope You're Looking For: Program management, implementation of key process improvements, evangelizing of tools, technologies and agile methodologies and across multiple organizations designed to help improve the quality of core products and services.

What Excites Me?: Collaboration between employees and business teams to provide applications and platforms that are more reliable, well trained and exceptionally documented for users to adopt, adapt or maintain.

GENESYS

Daly City, CA - March 2016 – January 2020

GLOBAL DEVELOPMENT/OPERATIONS (DevOps) ENABLEMENT MANAGER

Calculate, assemble, analyze and present Enablement Implementation, Insights and Communication to provide regular leadership snapshots of all progress.

oby providing regular (inward facing) leadership snapshots of training targeted and training delivered the levels of attendance improved by 32% and overall satisfaction improved by 17% with leadership buy-in.

Communicate to audiences monthly on Transformation topics providing general updates on feedback, scoring and any progress updates enablement program activities.

oby providing regular (outward facing) general audience updates on feedback and progress updates we were able to pull in an additional 120 cross functional personnel to train, increasing our target of 1500 R&D employees by 8%.

Production and hosting of a bi-weekly technical talk webinar series targeted at global engineering teams (Dev, QA, Ops, Security).

othrough a lean approach to all content (webinar, pages, calendars) attendance and viewership increased by 20% (out of 3500 R&D employees) overall, giving the program more ‘reach’ across all engineering teams.

Develop, maintain, and monitor the progress of a detailed enablement training curriculum for engineers, developers and product management.

ooverall enablement to new platforms, tools and processes was targeted at 25% committing code within 90 days to be a success and the actual total was 37%, meaning 600 engineers were committing code with the 90 days.

Served as Scrum Master for 3rd Party Licensing and Vulnerability platform integration.

oby keeping the scrum team on track for a 5-month cutover to a new platform we were able to save 14% annually vs. the previous contracted platform.

QUALITY & PROCESS MANAGER II

Process Alignment with Business Objectives.

ohands on enablement efforts provided to all 3500+ R&D employees with documented process steps and tool introductions. This allowed teams to learn faster and transition from premise platform offerings to hybrid or cloud.

Implementation of various process improvements through all stages of the software development lifecycle.

oby updating 53% of the process documentation, introduction of 65% new process documentation and increasing process change announcements by 27% the software development lifecycle documentation had a 60% increase in traffic. This allowed a reduction in SOX control oversight and an improved velocity across all teams by an average of 1-2 stories per sprint.

Edit, validate and update processes, procedures, and templates to align to current strategy.

oby making sure all published processes were aligned to new current business strategies onboarding and internal team transition time went from 6 weeks to 2.

Proactively identify and recognize areas when process work needs to be created, facilitated or maintained.

oreduced areas of overlap in the software development lifecycle by 30% making processes more agile. This gave all product teams an estimated 30% more time to spend on features, technical debt and defect reduction.

Reduce areas of overlap, make adjustments to processes and reinforce education on areas with performance or compliance gaps.

ocontinue to provide critical checks in business activities to prevent misses (or near misses) in processes.

Work with management teams to facilitate critical checks in business activities to prevent misses (or near misses) in processes and fulfill project needs.

odirect impact was recorded in the number of customer escalations dropping by 25% and the number of critical defects at release reducing by 12% (estimates across all teams).

Served as Product Owner for all SDLC Quality & Process items and backlog.

oreduced total count of software development lifecycle documents (processes, procedures and templates) from 400+ with an average age of 5 years old (since last update) to a streamlined 210 documents with an average age of 9 months.

TEACHSCAPE

San Francisco, CA - March 2015 – March 2016

OPERATIONS PROCESS ENABLEMENT PROGRAM LEAD - Implementation of business process improvements and documentation of all department processes, procedures, and templates. Continuous follow up and coordination with team members to ensure that all initiatives, objectives, and action items are understood, all necessary information has been captured, key milestones are accomplished, and all team members are adhering to schedules.

FEDERAL HOME LOAN BANK

San Francisco, CA - January 2014 – January 2015

INFORMATION SERVICES TECHNICAL PROJECT MANAGER, SECURITY - Project management planning, scheduling, budgeting, and tracking for Information Services Security Team and Information Security. Review of all activities and associated SOX controls for Windows, UNIX, SQL and Oracle platforms.

ZYNGA

San Francisco, CA - August 2012 – January 2014

SENIOR MANAGER, STRATEGIC INITIATIVES & PLAYER INSIGHTS - Planning focused on Value Based Services, Financial Compliance and Cost vs. Value Alignment. Collection of feedback and data from player channels and social media feeds for continuous improvement cycle.

IMPLEMENTATION OPERATIONS MANAGER, BUSINESS PROCESS IMPROVEMENT - Lean Organizational Restructure & Program Management Process for all Global Support Business Units.

ACTIVISION BLIZZARD

Austin, TX - December 2009 – January 2010 & Irvine, CA - January 2010 – July 2012

GLOBAL SERVICE RELEASE MANAGER, WORLD OF WARCRAFT - On-site coordination of Customer Service channels in Shanghai and Beijing China. Global deployment of World of Warcraft in the Portuguese languages specific for both Portugal and Brazil. Global management of Follow the Sun release coordination.

PROGRAM RELATIONSHIP MANAGER, WORLD OF WARCRAFT - Support of World of Warcraft in the North American region for Customer Support and Executive Escalations teams. Coordination between game development and Customer Support, Quality Assurance and Business Intelligence

QUALITY & PROCESS MANAGER, PMO - Deployment and operation of a project management office and business process improvement division.

BLIZZARD ENTERTAINMENT

Irvine, CA - November 2005 – January 2007 & Austin, TX - January 2007 – December 2009

OPERATIONS MANAGER, BUSINESS PROCESS SUPPORT & QUALITY - Oversight on policies, procedures and touch points for Account Administration and Internal Affairs. Deployment of quality control departments, policies, process and quality guidelines.

OPERATIONS MANAGER, ACCOUNT ADMINISTRATION & INTERNAL AFFAIRS - Customer Service escalation point for subscriptions closures or actions focused on retention and happiness. Management of all documentation of Customer Service interactions and resolutions for exceptional handlings or anomalies.

Certified Scrum Master: Help Scrum Teams perform at their highest level and protect against both internal and external distractions.

Certified Product Owner: Create product vision, prioritizes product backlogs, and makes sure the best possible job is done to delight the customer.

Customer Service: Professional handling of external and internal customers

Escalations Management: Response and tracking for any form of escalation

Operations Management: Direction of schedules, communications and budgets

Call Center Management: Data tracking and business key performance indicators

Executive Assistance: Prioritization of business goals and activities

Strategic Planning: Resource alignment and organizational growth steering

Portfolio Management: Oversight of initiatives, programs and projects

Program Management: Coordination of all projects and tasks in business units

Project Management: Open to close project support within triple constraints

Team Leadership: Working with executives, staff and reports on business goals

Quality Assurance: Testing, triage and quality control for service or platforms

Staffing Management: Interviewing and hiring selection for events or staff

Change Management: Care for high impact changes, projects or initiatives

Communications Management: Announcements, notes and detailed minutes

Process Improvement: Continuous improvement documentation and change

Implementation Management: Deployment of platforms, products or services

Training Learning & Development: Creation, delivery and maintenance of training content

Scrum Alliance Certified Scrum Master (CSM)

Scrum Alliance Certified Scrum Product Owner (CSPO)

Stanford University California: Advanced Project Management (Still Attending)

Blizzard Internal Training, Irvine CA: Program & Portfolio Management

Dell Lean Six Sigma Training, Austin TX

University of California Irvine: Project Management (Transitioning to UC Berkeley)

Platt Design College, Cerritos CA: Graphic Design, Computer Modeling

Long Beach City College: Graphic Design, Communication

Woodrow Wilson High School, Long Beach CA - Graduate

BUSINESS OPERATIONS MANAGER

PROFESSIONAL EXPERIENCE

SKILLS

EDUCATION

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