@mattsutton
Customer experience leader at Coinbase who raised CSAT from 72% to 91% and transformed support operations at Breville.
United StatesAt Coinbase, I led eight analysts supporting high-net-worth customers and raised CSAT from 72% to 91%. I also reduced average handle time and escalation rates while partnering with Product and Engineering to document customer-impacting defects.
At Breville, I built a centralized omnichannel support operation across five countries and owned the Salesforce Service Cloud implementation. I created a 750+ article knowledge base, helping increase self-service deflection from 12% to 34%.
Work history, roles, and key accomplishments
Led 8 analysts supporting high-net-worth customers, overseeing complex account operations, security escalations, and compliance-related inquiries. Raised CSAT from 72% to 91%, reduced average handle time by 22%, and cut escalation rate from 18% to 9%.
Flip
Jan 2022 - Dec 2023 (1 year 11 months)
Managed customer service for a startup SaaS application, overseeing agents handling live-chat inquiries and building policies, SOPs, and escalation processes to scale the support function.
Breville
Dec 2011 - Oct 2022 (10 years 10 months)
Built and scaled a centralized omnichannel support operation from 3 to 25 agents across multiple countries, serving 2M+ customers annually. Owned Salesforce Service Cloud implementation and created a 750+ article knowledge base, increasing self-service deflection from 12% to 34%.
Managed 15 agents supporting account management, billing, device troubleshooting, and streaming-service issues in a high-volume contact center. Improved first-contact resolution from 68% to 84% and increased CSAT from 78% to 89%.
Pacific Motor Sales, LLC
Jan 2006 - Dec 2008 (2 years 11 months)
Progressed from lot operations to licensed vehicle sales, finance management, and auction buying. Promoted into finance management, structuring transactions and coordinating lender approvals, and expanded into vehicle acquisition and auction buying.
Degrees, certifications, and relevant coursework
Associate of Arts, Communications
Earned an Associate of Arts degree in Communications.
Fundamentals, Contact Center Management
Completed the ICMI Contact Center Management Fundamentals course.
Professional Certificate, UX Design
Completed the Google UX Design Professional Certificate.
Software and tools used professionally
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