Matthew Nesci

Experience

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  Owner

  Oct 1997 - Dec 2000

  Anything & Everything - Owner

  •Responsible for buying and selling of inventory•Recruiting and training new employees •Established and monitored a marking plan to increase store visibility and profitability.

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  Corning Inc

  Jul 2000 - Jan 2001

  Training & Safety Operations Representative

  •Created training aids and maintained proper document version controls•Delivered a bi-monthly training •Made process changes that included gathering requirements, design approval and development•Created a 'Fiber Management' awareness campaign that increased machine production while reducing downtime and fiber optic waste. This resulted in a $100,000 dollars estimated savings per machine per year.

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  ADT Security Services

  Jul 2001 - Sept 2007

  Resource Desk Coordinator

  •Made forecast adjustments based on historical and current data•Evaluated hourly numbers to efficiently load balance the workforce between multiple work skills and locations•Facilitated a daily conference call between four American and two Canadian call centers to identify staffing and activity challenges as well as establish proactive contingencies to address them.•Developed and maintained a custom web application that provided dynamic ad hoc reporting to management and agents. This reduced report delivery time and increased the depth and scope of information available.•Moved the Voluntary Time Off process from paper to an online platform. This allowed my group to save over 17,000 hours of labor and $200,000 dollars over the course of one year.•Participated as a member of a Six Sigma Black Belt team that streamlined processes to eliminate wasteful tasks. Show less

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  Paychex Inc

  Sept 2007 - Mar 2014

  •Configure and develop process improvements and applications•Work with multiple business units to gather requirements and implement enhancements •Utilize round robin routing and workflow to optimize support cases•Overhauled the on-boarding process to include a custom object in conjunction with the case object resulting in 75% increase in functionality and reporting •Provide support for seven business units and over 4000 users•Create and maintain dashboards for upper management •Developed, implemented and maintained the change control process •Research new features, app exchange applications and system issues •Provide documentation and procedures for use on an internal website Show less •Provide strategic guidance for processes•Implemented automatic controls that resulted in a .4 FTE saving•Mentor team members and supervisors to develop strategic thinking, understand performance metrics and service model objectives•Recommend new policies that strengthen the organization.•Developed a 'Flexible Friday' program that improved moral while increasing peak phone coverage at no additional expense. •Reduced abandon call rates by 10% by adding a message to the IVR •Partner with other Paychex groups to implement workforce management software.•Review and update performance metrics to ensure performance goals are clear and aligned with organizational goals•Continually evaluating new and existing software and technology for optimum efficiencies and functionality. •Maintain, adjust and modify forecasted call volume for seven phone queues.•Develop budget scenarios for future and current headcount requirements Scheduling efficiencies•Adjust schedules to address staffing shortfalls•Changed schedules from half hour starts to quarter hour starts to increase schedule effectiveness by 7%•Created macros and data exports to reduce daily reporting time by 60% Show less

  • Salesforce.com Project Lead

    May 2009 - Mar 2014

  • Service Technology Analyst

    Sept 2007 - May 2009
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  Basati

  Mar 2014 - Aug 2016

  Solution Engineer

  Certified Salesforce.com Developer. Work with clients to deliver customized solutions that leverage best practices and result in business process efficiency.Takes the lead on efforts to build, configure, manage and enhance the Salesforce.com product suite for clients. Responsibilities include scoping, ongoing administration and training on applications.

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  Salesforce

  Aug 2016 - now

  As a Customer Success Manager (CSM), I serve as a named resource and partner for my consumer packaged goods (CPG) customers. I am a trusted advisor, forging deep relationships with my account teams and customers, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on my customers’ business needs, I help to improve their overall technical and operational health, ensuring they realize the maximum value from their Salesforce investment. I act as a point of contact for any major customer incidents, managing expectations and communications through the resolution of such incidents. Show less

  • Customer Success Manager, Director

    Aug 2024 - now

  • Principal Technical Account Manager

    Jan 2023 - Aug 2024

  • Regional Success Architect

    Aug 2021 - Jan 2023

  • Marketing Cloud Success Manager

    Aug 2019 - Aug 2021

  • Sr. Principal Success Specialist

    Aug 2016 - Aug 2019