Matthew Ceney-Pratt

I am a person-centred individual who approaches each customer in a way that is tailored to the uniqueness of that individual, I enhance customer satisfaction through ensuring that the products or services they receive exceed their expectations. I do not believe that customer satisfaction is achieved solely through the quality of products, but that every point of contact with the customer (direct or indirect via websites, advertisements, written or telephone contact) forms the entirety of the customer experience and subsequent satisfaction. This determines how successful customer retention is for a business, which I value as an employee.

Lead and Manage the Customer Experience Team: Directly oversee the Customer Experience team, providing guidance, support, and mentorship to ensure the team meets and exceeds performance goals.

Project Management and Onboarding: Take charge of the onboarding process for new customers, effectively managing projects to ensure seamless integration and a positive initial experience.

Primary Point of Contact: Serve as the main point of contact for customers, addressing inquiries, concerns, and feedback in a timely and professional manner.

Problem Solving and Collaboration: Collaborate closely with the development team to troubleshoot issues, find solutions, and ensure customer satisfaction.

Training and Check-ins: Conduct comprehensive training sessions for customers to maximize product understanding and usage. Schedule regular check-ins to assess customer needs, provide support, and gather feedback for continuous improvement.

Alignment with Sales Team: Work closely with the sales team to align strategies and initiatives, contributing to the achievement of company Key Performance Indicators (KPIs) related to customer satisfaction and retention.

Relationship Building: Cultivate strong relationships with customers, acting as their advocate within the company and ensuring their voices are heard in product development and service enhancements.

Team Collaboration: Foster a collaborative and inclusive work environment, acting as a supportive colleague and resource for all teams within the organization.

I have a degree in Business and Management