John Madison Email & Phone Number

Boise, Idaho Area

• Facilitated meetings between IBEW union organizers and Centurylink business leaders (Consumer Offline) in Monroe, Louisiana. • Provided employee relations consulting and coaching to managers and employees to resolve poor performance and behavior issues; investigated allegations of employee misconduct and potential violations of company codes of conduct and employment laws.• Took necessary developmental and evaluation measures for assigning salary grades, analyzing and conducting intermittent salary reviews.• Participated in writing and revising policies and procedures for the HR Handbook which is distributed at orientation.• Led large reduction in force (downsizing) projects including coordination of project time line, drafting and delivery of state WARN letters (PA, OH, MT) legal approvals, announcements and onsite delivery of severance agreements. • Provided advice, counsel and resolution to managers on a broad range of employee issues including general HR issues, policy interpretation, work conditions, employee development, performance management and succession planning • Reviewed and tracked approved leaves (FMLA, Short Term Disability and Departmental) for CenturyLink’s Small Business, Retention and Represented Consumer Sales and Care Centers.

Boise, Idaho Area

• Partnered with senior business operation leaders to develop quarterly standard operating sales auditing procedures. Site and channel sales revenue exceeding 300 million dollars annually ( Destination Ovation, Circle of Excellence, Presidents Club, Bravo etc...)• Assisted in developing and facilitating management-training programs covering policies and procedures, employee relations and employee retention, career development, employment law, recruiting, recognition, documentation and talent management.• Led and facilitated multiple complex HR business projects involving IT systems and business unit teams to meet company goals and operational objectives.• Conducted exit interviews to ensure proper information was captured, recorded, and was available for analysis.• Resolved over 80 Step 2 grievances with CWA (locals 7603, 7621 and 7704) without need for arbitration.• Conducted workplace inquiries and prepared summary/findings of fact reports and recommendations. The investigations conducted involved in-house legal counsel, Compliance officers, internal auditors, environmental safety/health officers and corporate investigators, etc. to ensure compliance with applicable laws, regulations and procedures;• Tracked and analyzed key metrics related to ER cases, exit survey data, trends, and relevant benchmarks;• Trained supervisors and front line managers in the proper administration of company rules, codes of conduct and unifying principles.

Meridian, Idaho

http://www.adweek.com/socialtimes/oxygen-media-personal-shopper-team-up-on-shopoholic/52254https://www.linkedin.com/in/dainamiddleton Daina Middleton• Acted as a primary driver to determine the eCommerce strategic roadmap, along with the CEO and EVP of Marketing, for all company websites, Personne Shopper DCA mobile sites and apps.• Owned the eCommerce consumer experience - identified opportunities to innovate and improve, providing additional benefits to the customer. ( rewards, call center/chat online support)• Acted as a customer advocate, ensuring the best possible customer experience. Engaged and led the user experience team members through definition, design, and usability testing efforts to balance business goals and objectives with the customer experience. ( working with RED SKY,Wire Stone and Center 7)• Helped build and manage a high performing team comprised of internal and external resources that includes key eCommerce disciplines (e.g., web design and usability, project management, and web developers - RED SKY, Wire Stone and Center 7).• Established excellent working relationships with related company teams, (e.g., IT, data management, marketing, sales,call center/chat online support).• Worked 24x7 (slept in the office) to try and ensure project delivery including scheduling, project planning, resource planning and software/platform selection• Ensured that website design and development best practices were fully deployed (and supporting resources with the appropriate skill sets) . Requirements gathering, analysis, definition, documentation, information architecture/user interface design, etc.• Ensured effective communication and coordination of all web development efforts and strategies

Provo, Utah Area

• Responsible for web marketing campaigns, all content updates, e-commerce and strategy • Led the division change from IDN to Pharmanex and worked on launching and rebranding the divisional website.• Developed the Pharmanex global web and e-commerce strategy including travel to and work in Hong Kong, Taiwan, Korea and Japan meeting with country specific marketing and web/digital communication teams.• Participated in the Nu Skin SAP Global integration process as a business requirement owner and project manager • Responsible for all online leader partnerships, sales programs, growth programs, incentive programs, and development of successful distributor behaviors• Developed Pharmanex business requirements for corporate and market programs. • Responsible for obtaining Pharmanex business requirement acceptance. Communicated functional business requirements to technical team.• Responsible for negotiating business priority, managing internal service requests, and managing regular monthly software releases• Responsible for communicating marketing campaigns and strategies to key Call Center and Distributor Service leaders.

Provo, Utah Area

• Responsible for the management and leadership of a call center of over 150 representatives processing phone & fax orders (over 200 million dollars annually) and resolving concerns for Nu Skin Distributors in 6 languages. ( English, Spanish, Japanese, Chinese, Korean,and Dutch)• Developed and implemented new employee and new supervisor onboarding/training programs designed to decrease employee attrition and increase frontline employee performance.• Implemented employee retention/recognition programs designed to retain key talent and needed lanugage competency.• Established procedures for employee coaching/performance management creating a feedback loop to continuously incorporate new best practices at both the agent/representative and frontline manager/supervisor levels• Led all levels of service delivery management to address quality issues impacting key metrics surrounding Customer/Distributor Satisfaction (Walt Disney Customer Service Approach), Average Handle Time (AHT), and other productivity metrics, transfers, excessive hold times and WRAP time• Worked directly with senior leadership to develop long-term, big-picture strategies around improving the customer/distributor experience as measured by standardized KPIs • Provided center best practices, statistical analysis, and process improvement know-how, methods, and conceptual expertise to teams• Managed appropriate budgetary and fiscal performance, including input on quarterly and annual planning and re-forecasting processes• Prepared and presented status updates to executives including Nu Skin's Director of Distributor Services and VP of Marketing as required.• Traveled to the Netherlands to participate in launching and training New Skin’s European Distributor Services Team and call center.

1346 S Orchard St, Boise, Id

•Executed delivery and set-up of merchandise at the time requested by the customer•Returned merchandise from customers as requested or scheduled•Performed customer service calls•Delivered and return loaner merchandise•Loaded and unloaded merchandise at the store, warehouse, and at customers home as needed•Worked with each store's leadership team to keep the entire store clean and organized, to include: vacuuming the floor, dusting and cleaning the merchandise, cleaning the windows and entry doors, keeping the backroom clean, tagged, and organized, and keeping the areas outside the store clean to include the parking lot, sidewalk and dumpster area.•Set up and assembled merchandise on the showroom floor for proper operation, visual appeal, and organization by product type