Matthew Staley Email & Phone Number

• Managed 3 teams over the past 3 years, 1) Account Health Assurance (AHA) a Selling Partner Program performing graduated reviews between 20-30 unique Amazon and Legal policies, 2) Brand 911 performing Brand Owner escalation secondary reviews, and Additional Verification Review (AVR) performing deep dive reviews of Intellectual Property Owner submissions to Amazon.• Set metric goals for both the AHA and Brand 911 team including, SLA, average handle time, duplicate and false positive reduction, balanced productivity expectations, KPIs, and escalation ownership and response standards.• Led the AHA team through high complexity and high incoming volume queues performing over 100K+ case reviews in 2022, then led a incoming volume reduction initiative that led to a 20%~ decrease to 80K+ cases in 2023.• Worked with partner Business Analysts and program managers to create queue intake channels to better manage incoming cases across 20-30 unique policy areas.• Effectively coached and gives feedback to direct reports to help develop talent and support career development; promoted 7 direct employees to Risk Manager II.• Demonstrates and differentiates performance and leadership bar across multiple levels and applies to hiring decisions and articulates expectations around leadership behavior for team; models behavior that exemplifies leadership principles.

• Created, implemented, and trained a team of 5 Risk Managers into the Amazon Legal cashmere counterfeit product review program, this process led to over 100K+ products removed through March 2024.• Provided regular coaching and feedback to direct reports to help grow individual functional skills and leadership capability; also supported successful transition of low performers back to positive growth.• Set and exceeded a goal of resolving 300 appeals for the US Customs and Border Protection initiative, 417 appeals. • Coordinated teams to measure/test processes or controls to inform product-level and program-level risk assessment, including identifying and escalating potential gaps in risk assessment methodology, customer experience, etc.• Managed difficult risk program(s) and/or projects, where the risk strategy is defined, but the business problem and solution may not be defined.

• Created and led an Amazon Legal initiative to intake legal review requests to review the legitimacy of cashmere products maintaining an SLA of 1-day.• Created and managed a cross-department review program between the Selling Partner Abuse, Global Trades Services, and US Customs and Border Protection Agency to review counterfeit and trademark disputes.• Subject matter expert on risk programs/projects (counterfeit cashmere authenticity and US CBP counterfeit review); totaling over 100K products removed, 400 appeals, and 200 escalations. • Measure and test processes and controls to inform product-level and program-level risk assessment.• Help recruit and interview for team growth; mentor and help develop team members; performed over 50 informational requests supporting 3 different teams.

• Created the team’s risk management training and onboarding program to help train Risk Managers in intellectual property violations (trademark, patent, counterfeit, copyright) and listing policies (restricted products, product quality, variation abuse, financial reimbursement review, etc.).• Created the team’s escalation review and management workflow to efficiently resolve Legal and executive escalations; onboarded 20+ Risk Managers since December 2019.• Coordinated with program and product managers and security teams to deep dive over 30+ unique risk assessment data sources and tools for security compliance and risk gaps on behalf of 3 cross department Risk Manager teams.• Analyze data from a variety of sources to identify possible risk indicators, then connect insights to program/policy managers and senior leadership.• Write and publish techniques, guidance, and reports on incident findings, including process improvement and Correction of Error reports

Dallas/Fort Worth Area

-Utilize and create SQL queries to deep dive complex issues related to case review needs.-Assist with the definition and design of tools, standard operating procedures and processes in Selling Partner Services.-Research cases with legal, product, and internal business owners to reach mutually beneficial agreements.-Successfully influence at all levels within an organization, particularly at the executive level.-Contribute to process improvement experience in eCommerce, retail technology, SaaS, and software industries.-Resolve complex issues identified via Selling Partner escalations.-Proactively identify process gaps impacting Selling Partners and solve them at scale using technology and processes.-Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

Dallas/Fort Worth Area

Working in three disciplines at the Amazon corporate office in Dallas;WHL, ROL, and ROD.-Experienced Work Check team member in auditing the accuracy of associates' case work and research.-Contributed to a large-scale project that has helped improve efficiency and productivity goals by more than 15%.-Built and refreshed training material on Selling Partner activities in partnership with the training team.-Worked on a tool to help improve ratio rate review to improve accuracy for our customers.• Assist with investigation and root cause resolution for FBA Merchant and Customer Issues.• Assist with the definition and design of improvements to software (tools), creation of standard operating procedures and processes for Amazon's Fulfillment Center Operations, Technical Account Management for Merchants (TAM) and Customer Service (CS) associates.• Achievement of weekly productivity and quality targets.• Analytical and data gathering skills.• Experienced problem solver, including the ability to recognize non-obvious patterns• Prioritized multiple tasks of competing priority with the ability to meet deadlines• Helped in the continued success of FBA by maintaining a strong attention to detail and the ability to work independently in a fast-paced and rapidly changing environment• Developed exceptional analytical and data gathering skills

- Supervised the foreign instructors in the education department and coordinate school activities. - Interviewing full-time and seasonal instructors- Training new employees- Conducting bi-monthly teacher evaluations- Coordinating with the lead of the Chinese instructors on school planning and activities.

- Teach English as a Second Language to High school, college, and working adults through a range of competency levels and specialized lessons- Handed special learning programs twice a year for business professionals preparing for work abroad and business seminars- Lead instruction for college entrance examination preparation and study programs to support students moving abroad for Bachelor's, Master's, and Doctorate programs. - Created specialized learning and engagement classes designed to simulate real-life interactions, with a wide range of language, entertainment, and business focuses

Dallas/Fort Worth Area

Scored, recorded, and organized youth and adult hockey games at several locations throughout the metropolitan area. I had to work with area hockey officials to help record and administer all the paperwork required for each hockey game scored. The levels of hockey that I was involved with while scoring included; youth recreation, youth travel organizations, junior leagues, and adult recreational leagues.

Yangzhou, China

First grade English teacher during my first year with the school and then taught eighth grade during my second year with the school. Helped create lesson plans and develop curriculum during my two years with the school.One of two employees selected to write and edit a elementary English learning book series for the elementary school.