Matthew Gordon

Experience

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  Sitel

  Jan 2005 - Feb 2011

  Responsible for HP Mediasmart business, and various HP printer divisions.

  • Team Manager

    Jul 2007 - Feb 2011

  • Training Co-ordinator

    Jan 2005 - Jul 2007
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  Percepta

  Feb 2011 - Aug 2011

  Team Manager
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  Arvato Digital Services

  Aug 2011 - Apr 2013

  Operations Manager

  Directly responsible in managing four separate accounts with a variety of contact types. Improved Key Performance Indicator results on a program where performance was previously un-attainable through development planning, productivity analysis and corrective actions. Maintained client relationships through weekly business reviews, face to face meetings and proactive communication. Managed business finances by limiting expenditures and maximizing revenue while balancing employee rewards. Provided direct feedback to directors in regards to current and future strategies to maximize margins. Show less

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  Aspire Lifestyles

  May 2013 - Mar 2015

  Service Delivery Manager

  Responsible for managing a team of Leaders which supported a workforce of ninety Agents. Initiated a program to drive customer engagement and satisfaction within line of business. Managed team productivity and maximized profitability by ensuring lower cost of unit worked. Developed a project plan framework for major events which encapsulated all the required and additional efforts to ensure high SLA and optimal workload balancing.

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  Loblaw Digital

  Dec 2016 - Nov 2018

  Managed team that provided customer support and interfaced with design, product and technical teams to enhance customer experience. Responsible for budgeting and management of vendors. Managed team that launched online grocery locations throughout Canada. Worked with properties team to design new store locations and fixture layouts.

  • Customer Relations Manager

    Jul 2015 - Nov 2018

  • Store Launch Lead

    Dec 2016 - Dec 2017
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  Tucows

  Aug 2019 - Jun 2020

  Manager Ting Internet Customer Support

  Managed Technical support and Sales teams for the Ting Fiber Internet business within Tucows. Implemented Zendesk Sell and developed a CES survey utilizing Delighted. Maintained an average of 92% CES scores. Managed transition to 100% work-from-home model during the height of the COVID-19 pandemic and worked with teams remotely.

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  Mosaic

  Nov 2021 - now

  Manages onboarding projects for new clients, technical support and implementation of our solution for car wash automation and enablement.

  • Director of Support and Onboarding

    Aug 2023 - now

  • Customer Service Manager

    Nov 2021 - Aug 2023