Introduction to Photography

Diversity, Inclusion, and Belonging

Good to Great: Why Some Companies Make the Leap and Others Don't (Blinkist Summary)

Ken Blanchard on Servant Leadership

Learning Personal Branding

Unconscious Bias

Confronting Bias: Thriving Across Our Differences

Photography Foundations: Exposure (part 1)

Leading Your Team Through Change

Deep Work: Rules for Focused Success in a Distracted World (Blinkist Summary)

Mentoring college students in South Africa to prepare them for their first career job. I provide guidance
in the following business areas:

- Professional networking and LinkedIn
- Career planning and SMART goals
- Global business communication skills
- Job search and interview best practices
- How to excel in the workplace environment

Mentor

Head of Global Partner Enablement (Interim)

Manager of PC/Lan environment for 250 users at 7 locations (including UK stores)

PC/Lan Analyst

•	Led & developed EMEA Customer Success teams to deliver success and lifecycle management functions for Talent Solutions customers across all segments (Enterprise, Mid-Market and SMB).  Achieved high employee engagement scores (80%+) for 6 consecutive quarters.  
•	Drove & delivered a project to reorganise EMEA & LATAM team to improve focus on customer segments and go-to-market strategies.  Designed and executed a communication plan for team and stakeholders. 
•	Recruited a team of high performing managers, and supported recruitment of managers and IC’s across region. 
•	Defined and drove operational excellence improvements, including rhythm of business changes, activity tracking for CSM’s and a business engagement framework to optimise and develop sales relationships. 
•	Acted as leadership liaison for global product launches and platform improvements, including acting as change champion and managing communication plans for both Customer Success and key stakeholders. 
•	Led a project 

Senior Manager, Customer Success EMEA - Talent Solutions at LinkedIn

Leading the UK & France Customer Care teams for QuickBooks - delivering awesome, every day. 

•	Led European Care team (30 fte) to deliver Tier 1/2/3 support for QuickBooks customers in the UK and France.  Delivered strong agent NPS scores through in-house and onshore/offshore vendor support teams. 
•	Member of the EMEA Leadership Team that drove significant subscription growth year on year in the UK. 
•	Built and implemented Business Engagement framework and communication plan to ensure high quality Voice of the Customer and product insights to the EMEA business.
•	Defined and implemented Customer Experience framework to improve the release and change management processes in Care. Implemented a supportability incubation beta process to improve rollout and ramp up for major platform releases.
•	Led key initiatives to improve migration services for QuickBooks online and to redefine CRM strategy for UK Business. 
•	Led & participated in cross-functional community based projects in the We

Head of Customer Care (EMEA)

•	Led Global Customer Success team to deliver support, service and lifecycle management functions for 9 Spokes customers. 
•	Defined and implemented a customer success model for Direct and Enterprise customers across multiple channels.  
•	Defined and delivered an ongoing Voice of the Customer framework to drive service and platform improvements for both Enterprise and Direct customer segments.
•	Rolled out service and support for new Enterprise Customers – including readiness design and planning, stakeholder communication and engagement. 
•	Defined and rolled out reporting and insights processes across Customer Success.  
•	Implemented performance management & development plans for all Customer Success team members.
•	Defined and implemented competencies framework for Customer Success
•	Project Manager for UK office move from The Shard to new offices near St. Pauls.

Head of Customer Success (Global)

•	Designed, built and rolled out delivery team for outsourced frontline support for Online Services from call centres in Europe.  
•	Managed ramp up, business as usual and ramp down of frontline support organisation including service delivery functions (3 fte) and external vendor (~110 staff).  
•	Service delivery of support team across multiple languages and channels.
•	Designed, executed and led programmes to build and enhance customer satisfaction. Improved NSAT from 161 to 176pts whilst reducing CPI by ~40%.
•	Executed projects to improve efficiency and increase support quality as well as Sales and Retention programmes executed throughout the customer lifecycle.


Group Manager

Manager, Change Delivery

•	Managed delivery of outsourced 1st tier support and services team (~120 vendor staff) for Online advertising platform, including delivery of editorial content management teams for UK and France. 
•	Managed internal team (7 FTE) providing first and second tier service for digital advertising platforms in English and French.
•	Vendor selection through RFI and RFP processes. 
•	Operational & Service Delivery Management of call centre vendors in UK & Germany from ramp-up to business as usual providing multiple languages through dedicated and blended pod processes. 
•	Defined and implemented managed services team to develop revenue streams for support business. 
•	Managed global quality team. Implemented global quality framework. 

Operations Manager

Support and Management of Global Network.

Network Technician

•	Managed 1st and 2nd line internal support teams (25 staff).  
•	Participated in project to offshore EMEA Tier 1 support team to Russia, including recruitment and training of staff, build and ramp-up of service line and successful transition to business as usual.  
•	Successfully reduced UK IT desktop support costs by 8%.
•	Developed and implemented ITIL compliant processes across global support teams.  
•	Managed the selection and deployment of ACD solution for two call centre start-ups. Built and commissioned new call centres in the UK and Russia.   


Global Technology Support Team Leader (EU)

Creating great support experiences for customers and partners using Office 365

•	Built and led field enablement team (11 fte) to handle the most complex, strategic and highest priority cases for Office 365 customers.  Delivered workgroup health of 85% in internal poll. 
•	Defined and implemented Case Management processes to drive resolution and management of key Office 365 escalations. Consolidated all O365 escalations (Commerce and Technical) into a single team. 
•	Defined and implemented Escalation Prevention programme to drive down root causes and triggers of Office 365 escalations. 
•	Defined and implemented proactive processes to identify and resolve potential roadblocks in O365 provisioning and activation processes. 
•	Defined and implemented managed service processes to provide additional support to account teams working with enterprise level customers. 
•	Led Office 365 support communication to EMEA Field through multiple channels.  Delivered key EMEA Field communication vehic

Senior Group Manager - Office 365 Support

Manager, Vendor Change Management

Manager, Change Management

Know about Matt Rutherford's work experience, education, and much more. Matt Rutherford