Matt Madden

• ⭐Payroll Champion - Region 60, SC coast⭐
• I manage a high-volume core store in North Myrtle Beach, SC. Under my leadership, my store has increased sales by 5% over LY.
• I consistently exceed company metric goals, such as training saturation, SunLove Protection plans, OneSight Charity donations, multi sales, omnichannel sales, etc.
• As the payroll champion for my region, I oversee labor thresholds, payroll allotment, timecard management and coding. I am responsible for approving/correcting all store manager timecards, and acting as a resource to assist my peers with anything related to payroll, labor, coding, etc.

As a multi store ASM, I was responsible for assisting with the oversight of 2 retail locations in Myrtle Beach.

During this time, I was the acting store manager, while my store manager was on maternity leave.

Together with my store manager, we successfully trained and developed 12 sales associates within a few weeks to ramp up for a busy summer season.

During my time as a sales associate, I was a high performer at an open air location. I was fortunate enough to be trained by one of the most seasoned leaders in our company. My training was thorough, and prepared me to lead a store of my own.

At Affirm, I was part of a flagship team who opened Affirm's Pittsburgh office. Responsible for creating workload queues and IVRs via Genesys PureCloud.

During this time, I oversaw production, skill management, and queue management for our Pittsburgh office and other third-party contact centers throughout the US and Canada.

My team and I successfully implemented new contact center software for our main and ancillary contact centers. This rollout provided us with more accurate production and KPI reporting.

As a Sr. WFM Analyst, I was responsible for troubleshooting and resolving technical problems and managing over 200 contact center queues (on-site and remote). I was also responsible for training new hires on software usage.

I frequently partnered with other teams, such as Training, Audit, HR, and others, to assist with reporting and other analytics.

During my time as a workforce manager analyst for UPMC, I supported the member services and enrollment departments. I was responsible for production reporting, skill and queue management, building IVRs, creating and running outbound blaster calls and emails to members.

In addition to monitoring over 200 in-house call and chat queues, I also assisted in the oversight of our third-party call center. This includes productivity reporting and acting as a technical support specialist.

Promotion from Data Control Processor I role.

In my Data Control Processor role at UPMC, I was responsible for the rollout of Genesys call center technology for the Coordination of Benefits department. This rollout included a reporting portal, a skill management portal, and an interactive workload distribution system. This streamlined the department's workload to ensure all associates were automatically routed cases based on their skill sets.

I also learned how to coordinate health insurance benefits for proper payment to healthcare providers.

In my roll at MSA, my main focus was brand coding. This entailed researching UPCs, SKUs, and other descriptive data to match them to the proper product. I also assisted with store coding, which was the practice of insuring all clients were receiving the proper product, at the proper quantities, with the correct UPC and SKUs attached.

• Improved patient care by conducting comprehensive visual pre-testing procedures.
• Assisted optometrists in providing accurate diagnoses through precise measurements using specialized equipment.
• Enhanced patient satisfaction by managing appointment scheduling and ensuring efficient office flow.
• Maintained clean and organized examination rooms, adhering to strict sanitation standards for optimal patient safety.
• Contributed to practice growth by educating patients on the latest lens technologies and available frame styles.
• Facilitated smooth communication between patients and optometrists, acting as a liaison for any concerns or questions.