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Matt Ham
Vice President of Product Strategy @Cambridge Investment Research, Inc.
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WORK HISTORY
Vice President of Product Strategy @Cambridge Investment Research, Inc.
Phoenix, AZ, US
EDUCATION
University of Phoenix
MBA, Business Administration
University of Phoenix
BSBM, Business Management
ABOUT MATT HAM
VALUE PROPOSITION I am highly effective as a customer experience leader, with extensive experience directing business process managers, data analysts, and quality analysts committed to improving customer engagements. My success is driven by my ability to build strategies that improve productivity while meeting the needs of customers and the organization.SUMMARY Engaging Customer Experience Leader possessing a winning blend of business expertise, skill in team leadership, and practical experience managing improvements in quality and performance. Leverages a unique mix of strategic and analytical expertise, consistently exceeding performance goals by aligning the effort of strong teams with organizational objectives. LEADERSHIP HIGHLIGHTS With Advisor Group, optimized the advisor experience by using Six Sigma principles, data analytics, quality calls, and performance metrics. Used business intelligence and analytics to develop a scorecard and identify trends for the Operations department, yielding a 10% gain in overall quality scores. In a prior role, led Kaizen events to identify and eliminate pain points in the financial advisor experience, achieving a six-day reduction in the onboarding process.Specialties: Service Experience Operations, Strategic Roadmaps, Enterprise Business Transformation, Continuous Improvement, Team Leadership, Business Intelligence, Analytics, Fortune 500 Experience
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