Jeffrey Matthyssen, MBA jnmatthyssen@gmail.

com
linkedin.com/in/jeffrey-matthyssen-2b6b10a/
Austin, TX 78737 • 512-925-2473

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Adventurer Rooster Springs 3 Grade Teacher

Results-driven and resourceful professional with extensive experience in customer support and success.

Demonstrated success developing customer relationships and growing/retaining client base. Adept at
understanding client needs and engaging with internal teams to maximize customer satisfaction and ensure
success. Instrumental in promoting organization’s products/services and closing contracts with clients. Skilled at
identifying and resolving impeding issues of client products/services.

Areas of Expertise

• Team Leadership & Coaching • Project Management • Customer Support/Success

• Strategic Planning & Analysis • Quality & Compliance Assurance • Stakeholder Engagement
• Operations Optimization • Documentation & Reporting • Issue/Conflict Resolution

Accomplishments

● Fulfilled customer expectations by refining products and advocating client needs.

● Delivered value in agreements by diffusing customer concerns and enhancing system functionality.

● Traveled to four continents and 10+ countries for simulator deployment.

Career Experience

Director - Customer Support, Redbird Flight Simulations, Austin 2017 – 2022

Provided strategic and operational direction to technical support team for seamless workflow. Oversaw logistics
and installation of devices all over world while upholding excellent customer service standards. Established
professional relationships with customers as part of business development and growth. Identified and resolved
escalated customer issues with focus on generating positive feedback.

● Promoted quality, reliability, and accountability for flagship product by creating checklists.
● Improved product functionality in collaboration with sales, engineers, and developers.
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 ● Credited for supporting 6,000 devices worldwide and increasing annual service revenue to $1.8M.

● Oversaw company's set up at most visible marketing events, including world's largest airshow each year.

● Built reputation as contributor of product and software revisions.

● Introduced several COVID games to create better company culture.

Technical Support Manager, Redbird Flight Simulations, Austin 2014 – 2017

Headed technical support team with aim to accomplish short- and long-term goals. Resolved software issues
using LogMeIn, TeamViewer, QuickAssist, and ShowMyPC. Facilitated support team by sharing solutions to
common issues.

● Achieved 100% positive testing results for all products during QA process.
● Engaged with customers around the world and gave professional as well as courteous services.

● Supported 1,500 devices worldwide and generated annual service revenue of $1.25M.
● Singlehandedly achieved highest numbers of cases on monthly basis.

Installation Manager, Redbird Flight Simulations, Austin 2008 – 2014

Defined steps and procedures involved during installation process for quality and compliance assurance. Helped
installation managers with day-to-day work by creating inventory checklists and operational manuals.
● Recognized for installing and supporting first Redbird FMX simulator.

● Established subsidiary company for on-time delivery and set up of flight simulators.

● Met growing demand by training and coaching three new installation managers.

● Reduced travel time by ~30% for installation managers and additional labor costs by ~50%.

● Installed ~96 units per year with team of four installation managers.

● Guided installation managers on new electronic logging devices for transportation of devices.

Education

Master of Business Administration, Magna Cum Laude

St. Edward's University, Austin

Bachelor of Arts in Psychology Summa Cum Laude

University of Texas, Austin