Matt Kennedy
Customer Focused Leader with a distinct blend of Sales & Marketing, Operations, and Technology expertise.
- Role
- Director, IT - Dts Technology Partner at Direct Energy
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Matt Kennedy
Driven to understand and delight the customer through data and analytics, market insights, and direct feedback enabling focus on the design of great customer journeys and experiences, exceeding customer expectations, building partnership and loyalty, and delivering value to the business. Attuned to key emerging technologies to ensure that the products and services used by the business and offered to the customer are best in class. Proficiencies• Customer Strategies for Retail Energy, Communications, Home Services, and Technology including Connected Home• Customer Experience; Voice of Customer, Journey Mapping, and Experience Design• Sales; Digital Marketing, Channel Marketing, Telesales, and Upsell/Cross-sell• Contact Center; Implementation, P&L, Contract Negotiation, Vendor Management, and Transition Plans, Domestic, Nearshore, and International operations experience• Multi-channel Customer Service and Technical Support, Key Sales and Support KPIs, Self-Service Support, Change Management, Agent Readiness and Training • Consultative Sales Methodology, Training, and Practical Application
Experience
Director, IT - Dts Technology Partner
Nov 2019 — Present · Houston, TX, US
Responsible for guiding the IT investment, development, and strategy for the Data Insights & Analytics, Product Development, and Business Development teams.• Supported the operationalization of an AWS data lake for Direct Energy Home from a distributed on prem model to deliver more efficient and reliable access to key data for BI reporting, analytics, and data science (CustomerLifetimeValue, Churn models).• Supported the delivery of a residential energy concierge switching service in USN named Bounce Energy under an aggressive 4-month timeline, Dec 2019 - Apr 2020.
Education
Louisiana State University
Social Work
2001 — 2003
Louisiana State University
Bachelor's, Sociology, Psychology
1994 — 2000
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