Mathew Wilkinson
Newcastle upon Tyne,Northumberland
Summary
A highly skilled professional with expertise in driving customer satisfaction, through driving continuous improvement within the Support area. Proven track record in the rollout and adoption of new systems, software, and procedures across all levels of tiered support systems. Possesses exceptional multitasking and prioritisation skills, aiming to leverage these competencies to drive operational excellence and innovation within dynamic environments. With a real drive to implement a Support function that can act as a real USP for the business.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Support Manager
Fusion Telecom Ltd
Remote
2023.12 - 2026.03
- Drive the strategic direction of the Support offering.
- Implemented HubSpot and Trello to streamline sales and support processes, ensuring a seamless transition from lead generation through to onboarding and providing comprehensive ongoing support.
- Implement, monitor and enforce the use of SLAs, workflows and reporting - to ensure a data driven approach to decision making.
- Developed, implemented, and continuously updated a customer help site, including a comprehensive knowledge base and video library.
- Integrated live chat functionality directly into product and help site, expanding support request channels for increased accessibility.
- Effectively manage a small team to ensure that key services are provided.
- Foster a “client-first” mantra within the support pipeline.
- Provide effective training and foster a strong team culture of accountability and desire to progress.
- Ensure that the business maintains its USP of providing a world class support service.
- Participate and engage in strategic business discussions across cross-functional areas of the business, including the executive team.
- Act as the Client’s advocate within the business.
- Ensure that Support approaches are scalable with the business goals and overall strategy.
Clients Executive
Fusion Telecom Ltd
Remote
2022.11 - 2023.12
- Senior 1st Line Support team member.
- Be the face of business to the client base, ensuring the business values of warmth and competence are always met.
- Ongoing client engagement to improve retention and develop client relationships.
- Managed full onboarding workflow of new clients, detailing each phase from confirmed sale to delivered product, including scoping, implementation, training roll-out, and provision of ongoing support.
- Act as an escalation point within the team and provide 2nd line support.
- Ensuring the accurate updating of bills and invoices, active collaboration with the billing team and drafting of contracts.
- Be a driving force in the implementation of new procedures.
- Actively update and add to a knowledge base.
- Provide training to junior and other colleagues as required.
Application Support Specialist
C&C Group Holdings Ltd
Gateshead
2022.06 - 2022.09
- Producing monthly reports for clients.
- Triaging tickets and ensuring they are forwarded to the correct team.
- Investigate, resolve and escalate reported issues.
- Run daily health checks, including running SQL scripts on RDS’s.
- Build upon and maintain internal and customer facing knowledge bases.
Application Support Specialist
Viewpoint Construction Ltd
Newcastle Upon Tyne
2019.02 - 2022.05
- Provide 1st Line Support and some 2nd Line Support to clients, via phone and email; for 2 separate products.
- Investigate, resolve and escalate reported issues.
- Collaborate with other teams to advocate on customer’s behalf for development road plan and bug fixes.
- Providing formal and informal training of colleagues.
- Devise and implement, improved work processes.
- Build upon and maintain internal and customer facing knowledge bases.
- Involvement in creating and implementing a new archiving process and cascading this out to colleagues and customers.
Senior Customer Advisor
Newcastle Building Society
Newcastle Upon Tyne
2017.03 - 2018.12
- Managing customer calls with a high level of professionalism and assisting with their queries, providing first time resolution.
- Completing computer based administration, efficiently and accurately.
- Achieving key KPIs and completing work within target SLAs.
- Auditing documents and folders to maintain ISO 9001 standards.
- Incorporating the Society’s Behaviours and Purpose into all work carried out.
- Providing formal and informal training of colleagues.
Education
Bachelor’s Degree - Cellular & Molecular Biology
Newcastle University
Newcastle Upon Tyne 2012.09 - 2016.06
A Levels -
Prior Pursglove College
Guisborough 2010.09 - 2012.06
GCSEs -
Gillbrook College
Middlesbrough 2005.09 - 2010.06
Skills
- Hubspot CRM, Saleforce, Trello, JIRA
- Cloud Telephony solutions
- SIP trunking
- Knowledge of PCI-DSS v4
- SLAs management
- Experienced in roll out and adoption of new systems, software and procedures
- Experience at all levels of Tiered Support systems
- Extremely strong multitasking and prioritisation skills
- Experienced in managing small fast paced teams
Certification
Full UK Driving License - No Points
PERSONAL
My hobbies and interests include writing, reading, walking, swimming, gaming and socialising. Due to my background in science I also have a great interest in medical research and in my spare time I read articles, specifically in the field of HIV cure research.
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Support Manager
Fusion Telecom Ltd
2023.12 - 2026.03
Clients Executive
Fusion Telecom Ltd
2022.11 - 2023.12
Application Support Specialist
C&C Group Holdings Ltd
2022.06 - 2022.09
Application Support Specialist
Viewpoint Construction Ltd
2019.02 - 2022.05
Senior Customer Advisor
Newcastle Building Society
2017.03 - 2018.12
Bachelor’s Degree - Cellular & Molecular Biology
Newcastle University
2012.09 - 2016.06
A Levels -
Prior Pursglove College
2010.09 - 2012.06
GCSEs -
Gillbrook College
2005.09 - 2010.06