Matthew Bowling

About Matthew Bowling

Strategic Support Leader aligning people, process, and technology to drive scalable growth. Guided by balance, curiosity, and reliability, I deliver market-driven strategies, empower teams, and integrate AI to enhance client experience and operational performance.

Experience

1. Director of Support

   Relias

   Jul 2022 — Present

   Lead the enterprise Customer Support organization across B2C and B2B segments, designing the performance systems, operating model, and talent architecture that enable scalable growth and measurable business impact.Key Achievements:** Scaled support services and launched new offerings, balancing the needs of buyers and users.** Developed a market-informed customer support strategy aligning Relias’ service offerings with buyer and user personas across Human Capital Management, Governance, Risk & Compliance, and Quality Management markets. Leveraged competitive benchmarking, operational modeling, and persona-driven requirements to design scalable, differentiated support models that enhance client satisfaction and operational efficiency.** Led a department-wide reorganization to modernize structure, define transactional and consultative roles, introduce merit-based career progression, and create a Senior Specialist tier to deepen product expertise, mentorship, and readiness—resulting in transparent growth paths and a more consistent, high-quality client experience.** Directed growth readiness initiatives by restructuring for clearer accountability, launching targeted professional development programs, implementing advanced hiring tools and frameworks, and building role profiles and scoring rubrics to ensure strong talent acquisition and career mobility.** Advanced technology and analytics capabilities by championing AI adoption—including ChatGPT, Microsoft Co-Pilot, and Salesforce Einstein for Service—designing custom GPTs, and partnering with analytics to build a KPI dashboard, creating a more efficient, data-informed, and responsive support operation.** Designed and implemented the Consultant Performance Review (CPR) process, establishing a structured, data-driven framework to detect underperformance early and guide consultants through a targeted coaching cycle, improving accountability, fairness, and performance outcomes.

Education

• Wake Technical Community College

  Business Intelligence Certificate, Business Analytics

  2018 — 2018

• Wake Technical Community College

  Business Analyst Certificate, Business Analytics

  2018 — 2019

• Appalachian State University

  B.S.B.A., Management Concentration in Human Resources

  2005 — 2009

Skills

• Sourcing
• Employee Relations
• Onboarding
• Microsoft Excel
• Time Management
• Recruiting
• Fmla
• Sas Programming
• Benefits Administration
• Personnel Management
• Data Analysis
• Talent Management
• Conflict Resolution
• Data Visualization
• Employee Benefits
• Inventory Management
• Coaching
• Peer Mediation
• Human Resources
• Hris
• HR Policies
• Teamwork
• Leadership
• Training
• Succession Planning
• Hiring
• Deferred Compensation
• Customer Service
• College Recruiting
• Labor Relations
• Negotiation
• Performance Management
• Employee Training
• Data Analytics
• Interviews
• Tableau
• Goal Setting
• Talent Development