Matthew Goldsmith
About Matthew Goldsmith
Matthew Goldsmith is the Head of Digital Customer Care Engagement Center at MassMutual in Boston, Massachusetts, with a history of leadership roles in customer service and operations across various companies.
Current Position at MassMutual
Matthew Goldsmith is the Head of Digital Customer Care Engagement Center at MassMutual, based in Boston, Massachusetts. In this role, he leads digital customer care initiatives, focusing on enhancing user experience and operational efficiency. His strategies have successfully reduced inbound volume by 50% through process improvements and automation and improved customer Net Promoter Score (NPS) by 46% within his first two years. Additionally, Matthew has established a new inside sales function and overseen the overhaul of the CRM system, which has contributed significantly to the company's revenue and operational effectiveness.
Previous Experience at SimpliSafe
Matthew Goldsmith served as the Head of Contact Center Operations at SimpliSafe from 2019 to 2022 in Boston, MA. During his three years at SimpliSafe, he was responsible for managing and optimizing the contact center operations, ensuring efficient customer service and high levels of customer satisfaction. His work contributed to the enhancement of operational protocols and boosted the overall performance of the contact center.
Professional History with LEGO Education
From 2015 to 2019, Matthew Goldsmith was the Head of Customer Service, Inside Sales, and Sales Operations at LEGO Education in Boston, MA. In this position, he led customer service and sales teams, focusing on customer engagement and sales strategy. His responsibilities included managing inside sales functions, overseeing sales operations, and ensuring high customer service standards. His leadership helped to streamline operations and improve customer satisfaction levels.
Early Career in Financial Services
Matthew Goldsmith started his career in financial services, holding positions such as Sr. Business Analyst at Bank of America and Vice President roles at both Merrill Lynch and Bank of America. He worked as Vice President, National Service & Solutions at Bank of America from 2010 to 2012 and as Vice President, Integrated Client Experience at Merrill Lynch from 2009 to 2010. His roles involved client services, middle market banking, and national operational responsibilities. These positions honed his skills in customer service, operations management, and strategic planning.
Educational Background
Matthew Goldsmith holds an MS in Finance, International Finance from Brandeis University, where he studied from 2000 to 2002. He also earned a BA in English and Economics from the same institution, graduating between 1994 and 1998. His educational background provided a solid foundation in both financial principles and economic theory, which has been instrumental in his professional career, particularly in roles requiring strategic financial oversight and business operations management.