Customer Experience Consultant

Specialist & Consultant

I have worked at various levels of leadership and e-commerce operations. I have managed CX teams and
operations, Vendors, forecasting, order and inventory management, performance reporting, and CX development.
I am experienced in managing external business partner relationships from vendors, logistics, and 3PL partners
and providing insight and regular updates on an executive level.

Providing operational and strategic insight with detailed planning and successful execution. I have been
involved in several short term consultancy campaigns with some of the most exciting and disruptive
D2C and B2B businesses including:
High Five Brands, Cumberland Packing Corp, NJOY, Tire Agent, Clare, and Caraway Homes

• Created customer service metrics and developed monthly reports
• Worked closely with the CX team to identify processes that would streamline efficiency
• Explored automated processes to capture essential data regarding product returns and issues.
• Presented case studies and proposed strategies that improve key areas within the CX environment
• Identified and rolled out measurable KPIs
• Utilized existing sets of customer service metrics and created monthly CX reports
• Assisted in developing a training programs for new customer service associates

• Implemented processes and training materials for support channels
• Implemented new CX platforms to streamline business processes
• Built and implemented new QA Platform and voice channel
• Collaborated with the Product Management and Engineering teams
• Advocated on behalf of the customer's to drive process improvements
• Overhauled CX engagement resulting in higher customer satisfaction scores
• Established and built KPI reports to the executive team and dependencies
• Owner of creating Customer Service processes and retention strategies
• Channel key metrics and analytics across various reporting platforms
• Implemented achievable KPIs measurable against QA Rubric, CSAT, and NPS

• Developed Customer Service strategy and tactics.
• Implement improvements to the company's customer service experience
• Process improvement strategies allowing for transparent and achievable service goals
• Supported marketing and operations to the delivery of the brand vision
• Managed the CS team to proactively resolve customer issues
• Managed all third-party logistics and vendor partners
• Used specific data analysis to drive improved order fulfillment rate
• Managed the fulfillment of web, drop-ship, and Amazon orders Via EDI

Manager

• Implemented processes with our in-house Quality Assurance
• A/B tested multiple projects for UX and QA platforms
• Quality Audit and feedback mentoring for our Customer Experience team
• Training, coaching and onboarding provided to all associates
• CX Chat Team Management and day-to-day operations
• Provided reporting metrics and insights to cross-functional teams
• Daily moderation and direct communication CRM platform client
• Ideate fresh approaches to bettering employee engagement within CX.

Customer Experience Associate / Chat Team Manager

• Managed a large team of CX agents (QA & Weekly Coaching)
• Daily operations and schedule management and Seasonal forecasting
• Ensured SLAs were met and the adequate coverage was always available
• Conducted weekly 1:1s focusing on performance & development
• Implemented measurable KPIs across voice all omnichannel support

Customer Care Agent

Find out detailed information about Matt Littlefair, Customer Experience Consultant 

Matt Littlefair: Customer Experience Consultant

Matt Littlefair

University of Glasgow

University of the West of Scotland