Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Luke Matherne

Philadelphia

Summary

Experience Manager with a strong focus on customer satisfaction and a track record of enhancing productivity. Expertise in customer journey mapping, data analysis, and strategic planning. Demonstrated skills in communication, problem-solving, and leadership, resulting in effective team coordination and superior service delivery. Seasoned Experience Manager with robust background in managing customer experience, leading teams and executing strategic initiatives. Known for strong leadership skills, ability to streamline processes and drive operational efficiency. Demonstrated success in influencing positive customer experiences and fostering team collaboration. Committed to enhancing overall business performance through improved customer satisfaction strategies.

Overview

10
10
years of professional experience

Work History

Workplace Experience Manager

Avalere Health
01.2024 - Current
  • Acted as the primary point of contact, office manager, workplace liaison, and event support personnel for three Avalere Health offices located in New York City, Washington, D.C., and Philadelphia.
  • Lead the opening of a new office space in New York City, selecting furniture, decorating, coordinating movers, liaising with building management, and generating excitement among local employees over their new space.
  • Planned and executed high-level events, including, but not limited to, executive cocktail hours for C-suite leadership, virtual community events for over 700 homeworkers, summer and winter parties for all local employees of three major cities, and monthly social activations for three zones.
  • Daily tasks include heading up space improvement projects, handling general inquiries, managing the support ticketing system, managing vendor relationships, paying invoices, comprehensive meeting/event support, meeting/event planning, office space maintenance, general office management duties, travel planning, and new employee onboarding.
  • Identified opportunities for process improvements based on insights from data analysis.
  • Coordinated cross-functional activities between departments such as marketing, sales, and operations.
  • Ensured compliance with industry regulations related to customer service standards.
  • Created training materials and conducted workshops for new employees on best practices for customer service.

Community Manager

Jones Lang LaSalle
01.2022 - 01.2024
  • Facilitated the return of over 1,500 crew members to the workplace post-COVID, providing active support and guidance as the crew adjusted to their new workspace.
  • Created and led a peer development group spanning five teams and three time zones. Planned and taught lessons, fostered team mentality and community, and built up a culture of inclusivity and engagement.
  • Daily tasks included comprehensive support for all inhabitants of three buildings, including liaising, sharing best practices, wayfinding, ensuring facility standards, and accurately answering all questions.
  • Analyzed user feedback and identified areas of improvement.
  • Developed comprehensive documentation for internal use.
  • Managed multiple projects simultaneously, ensuring deadlines are met.

Activity Coordinator

Azamara Club Cruises
01.2017 - 01.2022
  • Facilitated a 'return to cruising' post-COVID for over 1,000 guests on a luxury cruise liner by acting as the 'host' of the ship, re-creating a culture of excellence and enthusiasm, and providing comprehensive knowledge of the new norms.
  • Managed the conception, planning, scheduling, and execution of games, trivia, and activities, processing and actioning feedback, capturing and interpreting complex data regarding guest satisfaction, and curating an outstanding experience for all guests.
  • Ensured that all safety protocols were followed by staff members at all times.
  • Monitored attendance records of participants during activities and maintained accurate records of all program data.
  • Managed budgets for activities and events, ensuring cost-effectiveness and optimal allocation of resources.

Clinical Coordinator

St. Luke's University Hospital
Allentown
01.2015 - 12.2017
  • Maintained detailed records of patient progress and outcomes.
  • Provided direct supervision to clinical staff members in accordance with regulatory standards.
  • Conducted patient assessments to evaluate needs and develop individualized plans of care.
  • Coordinated patient referrals to appropriate medical facilities and practitioners.
  • Monitored quality assurance activities related to clinical operations.
  • Developed and implemented clinical policies and procedures to ensure compliance with regulatory standards.

Education

Bachelor of Science -

Northwestern State University
05.2013

Skills

  • Event planning and support
  • Written and verbal communication
  • Microsoft Office Suite
  • Creative problem solving
  • Data management
  • Organizational implementation
  • Leadership and team building
  • Client relationship management
  • Process improvement
  • Team collaboration
  • Training development
  • Event planning
  • Communication skills
  • Cross-functional teamwork

Accomplishments

  • Employee Award Recipient, Azamara Club Cruises, 2019
  • Workplace Excellence Award Recipient, Jones Lang LaSalle, 2024

Timeline

Workplace Experience Manager

Avalere Health
01.2024 - Current

Community Manager

Jones Lang LaSalle
01.2022 - 01.2024

Activity Coordinator

Azamara Club Cruises
01.2017 - 01.2022

Clinical Coordinator

St. Luke's University Hospital
01.2015 - 12.2017

Bachelor of Science -

Northwestern State University

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Luke Matherne