Matthew Ninke Email and Phone Number

● Identify, prioritize and improve upon areas of operational weakness. Streamlined both customer and employee onboarding and communication, resulting in improved SLAs, organization and visibility. Newfound efficiencies allowed main branch to grow team by 33% and increase services delivered by 71% in 3 months.● Conduct weekly team and individual meetings with managers to discuss regional progress and provide guidance and follow-up against company goals and initiatives.● Create job descriptions for current and future roles, providing structure and guidance for current employees and setting direction for future organizational growth.● Organize employee management system to ensure all contractor documents are collected and filed appropriately. ● Provide guidance to founder on people management strategies and tactics. Highlighted needs for managerial oversight on performance management and behavioral issues.

• Managed rewards program of 10 top tier, VIP accounts in Chicago area (54 locations).• Designed and implemented the VIP groups on-boarding process after contract agreement to program launch which lead to increased client satisfaction and turn around times.• Consulted with clients at senior level on optimizing rewards data to maximize program growth and loyalty retention.• Maintained client engagement through weekly reports, staff trainings, client drop-ins and tablet (IT) updates.• As a senior member of the team assisted in the recruitment of new talent to grow Partner Services Department.• Lead and enhanced Ambassador Training Program and spearheaded re-launch of ambassador sign-up process resulting in easier scheduling and streamlined PM/ambassador communication.

• Managed book of ~2,800 merchants with $77M in sales and revenue of $192M• Lead the performance and development of a team of 12 Account Managers responsible for the onboarding and development of Merchant relationships for marketing and merchant processing maximizing company revenue and product engagement.• Spearheaded the improvement of activity tracking in salesforce.com throughout department resulting in improved communication standards between internal departments.• Identify coaching and development opportunities allowing for implementation of customized action plans to deliver against department expectations through on going follow-up and 1-on-1s.• Collaborated with internal partners across departments to resolve escalated customer challenges in a timely manner.

• Mentored new team members, including teaching best practices for time management, prepping merchants, multi-tasking and executing on an assumptive sales approach with new campaign types.• Delivered a 50% conversion rate for NOW! deals since launch, 67% for November and December 2011.• Consulted with book of merchant business on leveraging the suite of tools designed to maximize their Groupon experience.• Built long-term relationships with clients by learning and understanding individual business needs and matching those needs with the right tools and products.• Promotional fast track from AM Level 1 to Level 2 and also promoted to TL within first year at the company.

• Directed and lead sales staff to reach daily and weekly profit goals, consistently ranking as top store in the region.• Guided team in execution of visual merchandising programs for upcoming product launches, sales events and new store openings.

• Ranked top 10 in sales within the Golfsmith company and earned Top Gun sales honor in 5-state region. • Promoted to Merchandise Manager role.

• Generated daily reports for resolicits, delegated responsibilities to team of 15 and managed to execution. • Responsible for maintaining team efficiency standards to company expectations of less than 3% dropped calls.• Developed a new resolicit tracking program, bringing resolicits from 75% to 100%.