Matthew Sachuk

Experience

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  Chaffee Bedard, Inc.

  Aug 1984 - Aug 1988

  Account Executive

  Provided account support to multiple clients developing marketing plans, overseeing collateral development, writing news releases, and coordinating events and meetings.

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  Paul Arpin Van Lines

  Aug 1988 - Oct 1994

  Marketing Manager

  Implemented process improvements in quality to lead company to #1 Rating in Customer Satisfaction from Consumer Reports. Managed Sports Marketing programs successfully securing agreements as Official Mover of the National Football League and Ladies Professional Golf Association. Planned, negotiated contracts and managed national convention, sales and training meetings.

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  Aster Productions, Inc.

  Nov 1994 - Sept 1997

  Marketing & Client Services Manager

  Developed collateral materials and brand image overseeing sales and marketing activities establishing solid corporate client base. Supervised 5-15 person event production crews, wrote, edited and produced client and in-house videos.

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  Adelphia Communications

  Sept 1997 - Mar 2006

  Process Improvement Manager

  Identified process improvement opportunities in multiple areas for call center including CAE productivity, CAE Help Desk support, work order accuracy, customer escalation tracking, and adjustment compliance. Developed & grew Help Desk from assisting 60 to 275 agents. Developed & presented multiple training programs for CAEs and Leads

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  Comcast

  Jan 2006 - Apr 2012

  Retention/Care & Process Improvement Manager

  Responsible for managing 60 seat dedicated retention queue, 10 person corporate escalation team, project management, and process improvement for 400 seat WPB Regional Care Center servicing 900k+ customers. Managed implementation of numerous desktop tools used by customer account executives including knowledge base tools, customer escalation databases, and web forms. Partnered with Division leads to implement Voice of Customer Survey program as well develop improvement in overall quality assurance programs. Show less

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  NewsMax Media, Inc.

  Apr 2012 - now

  Director of Call Center Operations

  Directed sweeping changes in customer care, sales and retention for call center operations servicing 1+ million paid/trial customers. Implemented numerous improvement initiatives to increase productivity, revenue, and quality. • Implemented strategic initiatives, deployed retention team, and improved transaction processes generating 500% improvement in save volume YOY• Increased retention revenue by $300,000 YOY with projected increase to $500k • Reduced labor expense by $500,000 via optimization of resources in forecasting and staffing• Achieved AHT reduction of 30 seconds with process improvement initiatives• Led technology initiatives to optimize outbound team’s sales increasing revenues 100% YOY• Identified and implemented new email platform, establishing dedicated email team, and streamlined e-processes resulting in reducing email AHT by 2.5 mins reducing staffing expense by 100k Show less