Matt Layette, Mba Email & Phone Number

Englewood, Colorado, United States

Initially hired as a Regional Account Manager, my teams’ results spoke for themselves and I was promoted regularly, culminating in the Sr Manager of Field Operations role (Director-level impact). In this capacity, I oversee the largest single territory in DISH’s In Home Services division. My role is both visionary and strategic as I develop and execute the roadmap for the entire region. Our workforce comes from 5 of the nation’s largest Regional Service Providers (RSPs), providing a team of 1,000 Field Operations professionals (including Regional Managers, General Managers, Field Service Managers, and Technicians).I also drive key strategic initiatives related to:– Account management– KPI deliverables– Customer service– Cost efficiency and productivity– Training– Ancillary sales and services– New initiative launchesI took care to cultivate a transparent, supportive and enjoyable team culture and personally guided the team to focus on continual improvement and customer satisfaction.• Led the largest door-to-door sales team to double sales revenue (2022-2023).• Managed team to successfully achieve over 600,000 customer interactions in 1 year (2022).• Built partnerships and directed 5 nationwide RSPs.– Managed 22% of DISH In Home service business.• Achieved Top Region Performance Status.• Improved In Home sales to #1 in the nation.• Boosted ADT Home Security Sales and Boost Mobile phone line sales to lead all other regions.• Recognized with the DISH Distinguished Service Award in 2022 (Top 100).• Team recognized as key contributor to the company’s 6th straight JD Power Award.

Fort Collins, Colorado, United States

I was excited to fulfill a life-long dream of entrepreneurship as a Franchise Owner with Kitchen Tune-Up. I launched the business and managed all elements of operations until sale of the business in 2023. – Marketing– Sales– Customer ServiceTo my surprise, we won an award in our first year!• Hired top talent to run the business and increase sales revenue, resulting in YoY growth in sales and profitability.• Achieved the Rising Star of the Year award (2015).

Englewood, Colorado, United States

Based on previous leadership and team results, I was asked to lead field execution of a new start-up division for the Samsung Appliance Repair project, impacting customers over a 19-state footprint. I put on my strategic thinking cap and embraced the initiative, beginning with talking with people and analyzing the data.I determined business priorities and launched and led the new division, with exceptional results.• Oversaw daily volume averaging 750 work orders per day across 5 geographic regions and managed:– On-Time Arrival (OTA)– Time to Repair– Redo Rate– Net Promoter Score (NPS)• Increased Time to Repair from 70% to 88%.• Boosted NPS score from 65% to 90%.• Reduced parts ordered per appointment from 5.6 to 3.2.• Captured valuable industry intelligence via relationship building with home appliance repair companies throughout the United States. – Led 3-person team of Analysts and Business Development Managers to prospect, analyze, and cultivate partnerships.

Englewood, Colorado, United States

I came into DISH to drive change and shift an underperforming region into a revenue generator. My first step involved developing the strategy for executing a newer ancillary sales channel within the region, while continuing to execute on critical KPIs. Influencing executive and cross-functional leadership team approval, I managed execution of the strategic plan and aligned our Field Operations teams to the business objectives.I led 400+ Technicians in 20 subcontractor companies (Installations, Troubleshooting, Repairing Network Products, Services) and managed a $100M budget.• Transformed previously lagging regional performance from last place to #2.• Increased new product and solutions sales revenue (via Service Calls) by 100%, shattering sales goals. • Shifted Customer Satisfaction from last in the nation to the Top 2 ranking.• Improved remote area service coverage by 20%, the highest in the United States.• Drove change management for a company first - Ancillary Sales (subcontractor channel) tapping an entirely new pipeline. – Increased Smart Home Services revenue to $2M.• Earned recognition as the In Home Services Regional Account Manager of the Year.

Chicago, Illinois, United States

I was selected to transform another underperforming store (80,000 sq ft) with $11.7M in sales, 90 employees, 5 Assistant Store Managers and 4 Leads. This is precisely the type of problem solving I’m made for! I built new relationships, listened to staff and analyzed the current situation. Then I developed and executed the strategic plan to shift the store into high gear.• Transformed store from #9 to #1 in the district; #70 to #3 in the region; #500 to #12 in the country.• Increased profit by 50% and produced the second highest sales increase in the entire district.• Earned ranking as 1st in the district for performance metrics:– Service Contract Agreements– Loyalty Program Registrations– Accessory Sales– Customer Satisfaction Scores• Decreased employee turnover to one of the lowest in the district, building an engaged, motivated culture.

Greater Chicago Area

I was tapped as District Manager due to success as a General Manager, where I transformed an underperforming store into a top performing revenue generator and operational model for other stores. Partnering with the Executive team, I stepped into this consultative role and guided strategy development and execution. Eager to win on a bigger level, I embraced the District Manager role and ran with it. Leading 35 Store Managers and accountable for $45M in annual sales across 35 stores (Texas, Kansas, Missouri, Illinois, Indiana), I was ready to impact the organization on an entirely new level. initiatives to transform operations and increase the Sears footprint. • Drove rapid expansion across the country, from 25 locations to 135.• Consistently ranked #1 (5 districts) in sales growth, expense control, and KPIs.• Exceeded program quotas by 12% (2009), 5% (2010), and 8% (2011).• Developed and executed complex strategy to expand locations across the country, influencing executive approval and support for the plan.• Launched Home Services Pilot Program:– Service Contracts– Professional Installations– Home Improvement Lead Generation– Delivery Services• Expanded leadership from 1 District Manager to 5. – Hired and onboarded new District managers– Developed and delivered training workshops, ensuring readiness for immediate leadership and productivity• Coached, mentored and promoted 6 Associates into management roles.• Led cross-functional collaborations (3 Regional Vice Presidents, 8 District Managers, 35 General Managers), optimizing support and efficiencies.

Mattoon, Il

Selected to transform store with flat sales. Directed 3 Assistant Store Managers and 4 Leads. - Elevated balanced performance scorecard from 300th to 4th in the company. - Established higher standards and improved training in all areas of the store. - Successfully increased sales by 7.5% in 2007, the highest increase in the district. - Ranked 2nd in the country for service agreement sales in 2008, - Improved employee retention rate from among the worst in the country to the top 20.

Bourbonnais, Il

Managed $6M home appliance and consumer electronics department in a store with $15M in annual sales. - Ranked 6th in the country for service contracts. - Awarded district “Sales Manager of the Year”.

Forsyth, Il

Oversaw cash, customer service, HR, receiving, LP, visual merchandising, P&L, and expenses in $11M location. - Ranked #1 in region for balanced scorecard, customer service, and credit acquisitions.

Master Of Business Administration - Mba, Business, 3.7/4.0

Bachelor'S Degree, Political Science And Government, 3.8/4.0

Activities and Societies: Mortar Board - Chapter President Omicron Delta Kappa Phi Sigma Pi Speaker of the Student Senate