Andrew Matson
Director, Customer Support at Billtrust- Claim this Profile
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Bio
Mark Treu
As a member of the executive team I participated in the decision to hire Andrew. I worked with him for over two and a half years but it only took a few days to realize that we made the right decision in bringing him on board. He is one of the most outstanding customer service and support professionals I have ever had the privilege to work with. Andrew has a keen ability to learn complex systems and scenarios quickly which has enabled him to take on various tasks and provide value immediately. He has a great mind for business and his ability to identify, assess, and resolve sensitive customer conflicts is second to none. He has been an incredible client advocate and he works tirelessly to ensure that commitments are made accurately and then delivered on time. Following the acquisition and creation of a new division in our company, we were struggling to find the right organizational solution to service and support a group of high value, yet very needy list of clients. Andrew presented a solution and then volunteered to manage its implementation on his own. That division now enjoys the highest level of customer satisfaction of any division in the company and due in part to his efforts has seen nearly a 100% increase in existing customer revenue after only a year. I recommend Andrew as a senior customer service and support management professional at any level of an organization.
Mark Treu
As a member of the executive team I participated in the decision to hire Andrew. I worked with him for over two and a half years but it only took a few days to realize that we made the right decision in bringing him on board. He is one of the most outstanding customer service and support professionals I have ever had the privilege to work with. Andrew has a keen ability to learn complex systems and scenarios quickly which has enabled him to take on various tasks and provide value immediately. He has a great mind for business and his ability to identify, assess, and resolve sensitive customer conflicts is second to none. He has been an incredible client advocate and he works tirelessly to ensure that commitments are made accurately and then delivered on time. Following the acquisition and creation of a new division in our company, we were struggling to find the right organizational solution to service and support a group of high value, yet very needy list of clients. Andrew presented a solution and then volunteered to manage its implementation on his own. That division now enjoys the highest level of customer satisfaction of any division in the company and due in part to his efforts has seen nearly a 100% increase in existing customer revenue after only a year. I recommend Andrew as a senior customer service and support management professional at any level of an organization.
Mark Treu
As a member of the executive team I participated in the decision to hire Andrew. I worked with him for over two and a half years but it only took a few days to realize that we made the right decision in bringing him on board. He is one of the most outstanding customer service and support professionals I have ever had the privilege to work with. Andrew has a keen ability to learn complex systems and scenarios quickly which has enabled him to take on various tasks and provide value immediately. He has a great mind for business and his ability to identify, assess, and resolve sensitive customer conflicts is second to none. He has been an incredible client advocate and he works tirelessly to ensure that commitments are made accurately and then delivered on time. Following the acquisition and creation of a new division in our company, we were struggling to find the right organizational solution to service and support a group of high value, yet very needy list of clients. Andrew presented a solution and then volunteered to manage its implementation on his own. That division now enjoys the highest level of customer satisfaction of any division in the company and due in part to his efforts has seen nearly a 100% increase in existing customer revenue after only a year. I recommend Andrew as a senior customer service and support management professional at any level of an organization.
Mark Treu
As a member of the executive team I participated in the decision to hire Andrew. I worked with him for over two and a half years but it only took a few days to realize that we made the right decision in bringing him on board. He is one of the most outstanding customer service and support professionals I have ever had the privilege to work with. Andrew has a keen ability to learn complex systems and scenarios quickly which has enabled him to take on various tasks and provide value immediately. He has a great mind for business and his ability to identify, assess, and resolve sensitive customer conflicts is second to none. He has been an incredible client advocate and he works tirelessly to ensure that commitments are made accurately and then delivered on time. Following the acquisition and creation of a new division in our company, we were struggling to find the right organizational solution to service and support a group of high value, yet very needy list of clients. Andrew presented a solution and then volunteered to manage its implementation on his own. That division now enjoys the highest level of customer satisfaction of any division in the company and due in part to his efforts has seen nearly a 100% increase in existing customer revenue after only a year. I recommend Andrew as a senior customer service and support management professional at any level of an organization.
Credentials
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7 Habits Signature Program Facilitator
FranklinCoveyDec, 2017- Nov, 2024 -
Six Sigma
MoreSteam UniversityJun, 2016- Nov, 2024
Experience
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Billtrust
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United States
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Financial Services
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500 - 600 Employee
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Director, Customer Support
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Feb 2021 - Present
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Sr Manager, Customer Support
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Aug 2018 - Feb 2021
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Client Services Manager
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Sep 2014 - Jul 2018
Billtrust accelerates cash flow by automating invoice delivery, invoice payment and cash application. Companies can improve operational efficiency throughout the invoice-to-cash process with electronic invoicing and payments in a flexible, cloud-based solution. Finance executives and A/R specialists love and recommend Quantum, Billtrust’s payment cycle management solution, for the remarkable cost savings, ease-of-use, and improved customer satisfaction rates. Check out our website to… Show more Billtrust accelerates cash flow by automating invoice delivery, invoice payment and cash application. Companies can improve operational efficiency throughout the invoice-to-cash process with electronic invoicing and payments in a flexible, cloud-based solution. Finance executives and A/R specialists love and recommend Quantum, Billtrust’s payment cycle management solution, for the remarkable cost savings, ease-of-use, and improved customer satisfaction rates. Check out our website to request a demo, https://www.billtrust.com/request-a-demo/, to learn how Billtrust can help your organization!
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Account Executive / Technical Project Manager
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Jul 2012 - Sep 2014
Customer Success Technical Project Management Key Account Management New Product Design and Implementation XML design Team recognized for Remarkable Service and Support
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Principal
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Dec 2011 - Feb 2021
Quality Management Group (Qmg) is an independent quality assurance organization specializing in customer experience and satisfaction. Qmg combines statistical expertise with a thorough understanding of the customer experience to provide quality programs that produce actionable results and feedback. We have the tools and expertise necessary to measure and quantify quality in a way that provides the root cause data necessary for continuous improvement. We are dedicated to ensuring… Show more Quality Management Group (Qmg) is an independent quality assurance organization specializing in customer experience and satisfaction. Qmg combines statistical expertise with a thorough understanding of the customer experience to provide quality programs that produce actionable results and feedback. We have the tools and expertise necessary to measure and quantify quality in a way that provides the root cause data necessary for continuous improvement. We are dedicated to ensuring that the quality services we provide are built on professionalism, integrity, and statistically sound methodology. We take pride in helping our clients’ reach their highest quality potential. Show less Quality Management Group (Qmg) is an independent quality assurance organization specializing in customer experience and satisfaction. Qmg combines statistical expertise with a thorough understanding of the customer experience to provide quality programs that produce actionable results and feedback. We have the tools and expertise necessary to measure and quantify quality in a way that provides the root cause data necessary for continuous improvement. We are dedicated to ensuring… Show more Quality Management Group (Qmg) is an independent quality assurance organization specializing in customer experience and satisfaction. Qmg combines statistical expertise with a thorough understanding of the customer experience to provide quality programs that produce actionable results and feedback. We have the tools and expertise necessary to measure and quantify quality in a way that provides the root cause data necessary for continuous improvement. We are dedicated to ensuring that the quality services we provide are built on professionalism, integrity, and statistically sound methodology. We take pride in helping our clients’ reach their highest quality potential. Show less
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The Paisley Group
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Market Research
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1 - 100 Employee
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Vice President
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May 2007 - Dec 2011
Responsible for all operations, client services, negotiations, budgeting, forecasting, and strategic planning. Selected Achievements: • Led organization of over 40 employees. • Developed and sustained strong relationships with multiple fortune 100 clients. Client retention of 100% during tenure. • Designed, executed, and reported on Mystery Shopping studies, NPS, and Customer Satisfaction surveys including statistical analysis and strategic recommendations. • Successfully… Show more Responsible for all operations, client services, negotiations, budgeting, forecasting, and strategic planning. Selected Achievements: • Led organization of over 40 employees. • Developed and sustained strong relationships with multiple fortune 100 clients. Client retention of 100% during tenure. • Designed, executed, and reported on Mystery Shopping studies, NPS, and Customer Satisfaction surveys including statistical analysis and strategic recommendations. • Successfully navigated transition in ownership. • Improved bottom line by over 50% through organic growth and implementing new lines of business.
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Director of Audit Operations
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Jul 2004 - Apr 2007
Responsible for all US and Canadian audit operations. Selected Achievements: • Increased corporate efficiency and production by over 60% through the design and integration of technical enhancements which allowed auditors to work smarter and more efficiently. • Hired, trained, and managed a team of 14+ auditors. • Developed and implemented auditor training and accountability program which increased auditor performance and productivity by another 40%. • Oversaw major software… Show more Responsible for all US and Canadian audit operations. Selected Achievements: • Increased corporate efficiency and production by over 60% through the design and integration of technical enhancements which allowed auditors to work smarter and more efficiently. • Hired, trained, and managed a team of 14+ auditors. • Developed and implemented auditor training and accountability program which increased auditor performance and productivity by another 40%. • Oversaw major software development project and server upgrade.
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Auditor
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Jul 2003 - Jun 2004
Audited Directory Assistance and Toll call centers throughout North America. Responsible for quality monitoring and data accuracy.
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Education
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1989 - 1992
University of Colorado at Denver
Bachelors Degree, Psychology & Communications -
1987 - 1989
Electronic Technical Institute
Technical Degree, Business Management and Accounting
Community
