Bill Madden Email & Phone Number

Orlando, Fl, Us

Los Angeles, California, Us

New York, Us

In this role, I managed a remote workforce of over 100 employees across multiple levels throughout North America. Further, I spearheaded the integration of AI-driven initiatives that optimized the workforce, enhanced the customer experience, and reduced operational costs.Notably, I strengthened relationships with third-party vendors, both offshore and onshore, to ensure seamless service delivery. During the merger and acquisition period, I implemented retention strategies that significantly enhanced customer loyalty, fostering stability and trust among our client base. My leadership not only improved operational efficiency but also positioned the company for long-term success.Following are my key contributions to the role:• Led the expansion of Customer Experience (CX) strategies for car and pet insurance products across North America.• Directed the merger and operational integration of Metro Mile car insurance into Lemonade, focusing on strategy, process optimization, and team morale.• Developed and implemented a customer service training program that enhanced the CX phone strategy and exceeded SLAs.• Achieved 100% team retention during the Metro Mile acquisition, preserving leadership talent and fostering a positive work environment through effective communication and vision-sharing.• Partnered with Chewy.com to improve user interface and experience-focused processes for pet insurance.• Maintained high morale during organizational transitions, including a 30% workforce reduction.

Burbank, Ca, Us

In this role, I led a team of 21 salaried leaders in sales and operations, overseeing a workforce of over 400 union and non-union employees. My role involved exercising cross-functional leadership across various departments, including merchandise, finance, planning, consumer insights, and business intelligence.Notably, I innovated and collaborated with key business partners to create a forward-thinking retail environment that aligned with market trends and guest expectations. By elevating retail operations across more than 30 East Coast resorts, I partnered closely with 25 General Managers to enhance the customer experience and effectively respond to merchandise-related requests. This holistic approach not only improved operational efficiency but also fostered a culture of excellence in service delivery.An excerpt from the tenure includes the following:• Achieved record financial performance and growth, surpassing previous benchmarks with multiple record-setting days and weeks.• Increased year-over-year guest spending through strategic partnerships and targeted enhancements.• Customized technology solutions to maximize return on investment with full accountability.• Integrated retail operating principles into Disney’s culture by training leaders and staff to implement effective retail strategies.• Designed and launched the inaugural strategy for merchandise renovations at Disney resorts, including pilot concepts to boost performance and profitability.• Influenced the branding and merchandising of three new resorts—Riviera Resort, Star Wars Galactic Star Cruiser Resort, and Grand Destino expansion at Disney’s Coronado Springs Resort—ensuring successful launches and alignment with brand vision.

Austin, Texas, Us

Here, I implemented market tactics, turnaround tracking procedures, and business process re-engineering tools that are still in use across the organization. Relocating to Florida at Tesla’s request, I took on the challenge of leading a high-growth team within a pioneering tech entity expanding its automotive and solar portfolio.During my tenure, I successfully opened and managed 13 stores, increasing the count from 6. This achievement was made possible by building and leading high-performing teams, addressing operational inconsistencies, and ensuring robust management and sales performance across all locations. My focus on team development and strategic execution directly contributed to the overall growth and success of the business.My accomplishments in this role included:• Attained 130% year-over-year revenue growth in FY18, improved lead capture by over 3%, and was recognized as the top-performing energy region for FY17 and FY18.• Led the integration of Tesla Energy into the automotive ecosystem, launching a successful pilot in Florida stores and establishing the top-performing energy team.• Recruited top talent and drove a 130% increase in year-over-year growth by enhancing leadership and team effectiveness.• Designed and implemented training programs and community outreach initiatives to generate excitement for electric vehicles (EVs).

Redmond, Washington, Us

While working here, I supervised 24 direct leaders while focusing on their development and performance in a high-traffic retail environment. One of my key achievements was leading the creation of a state-of-the-art eSports Gaming Studio and HoloLens Experience Center, which significantly enhanced the store’s technological offerings and customer engagement.In addition, I managed multiple store openings and the onboarding of teams across 8 locations, including a flagship store with over 200 employees and 24 leaders. My leadership ensured that each new location met operational standards and delivered exceptional customer experiences from day one.My accomplishments involved:• Launched the first-ever flagship model for Microsoft Stores in the US.• Recruited, trained, and managed over 175 employees while driving world-class customer service and B2B sales in a 24/7 business model, generating over $2M in new revenue.• Enhanced customer engagement and brand visibility by organizing and leading over 2,000 community events on-site.• Pioneered innovative initiatives, including the first-ever HoloLens experience, an eSports Gaming Studio with broadcasting, the Microsoft Experience Tour, and a commuter benefit program for retail associates.• Introduced a "Pop-Up Store" concept, utilizing unused space and reducing costs.

Cupertino, California, Us

Managed 80+ direct reports (including 6 Managers).Developed business plans for continued growth and development of the store, market, and team. Coached and developed team members to achieve career milestones and growth. Managed customer loyalty & experience internally and externally. Helped to develop and drive a market strategy that spanned central and southern NJ.

Round Rock, Texas, Us

Multi-Unit Project Leader in PA/NY/NJ/DEOpened and Lead various formats (Kiosk, Store within a Store, Pop-Up, and Brick and Mortar).Responsible for 9M Budget with 35 Direct Reports. Hired, Staffed, and Trained employees on new products, formats, and systems.