Matt Littlefair: Customer Experience Consultant

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

• 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.

• 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