Matt Painter Email & Phone Number

Sunnyvale, Ca, Us

Menlo Park, Ca, Us

Westwood, Massachusetts, Us

Responsible for end to end analytics for an education software company. This involves building and maintaining a central warehouse, manipulating raw data into business metrics and partnering with business leaders to leverage this information to run their business. In addition responsible for CRM strategy leveraging Salesforce for Sales, Marketing, and Customer Service.

Seattle, Wa, Us

Seattle, Wa, Us

Charged with leading workforce planning as the Senior Data Scientist. Designed and deployed the infrastructure for a monthly forecasting and headcount planning model used to forecast future growth on a 3,000+ engineer organization that saw 25% growth annually. Model was within 3% accurate to actuals and was ultimately adopted across multiple other departments. Key Achievements★ Set the engagement strategy on incoming cases to determine prioritization in queue and site selection to optimize customer experience while minimizing cost. ★ Develop processes and workflows focused on a better customer experience by partnering with Workforce Management/Operations teams after identifying trends and influencers causing dissatisfied customer experiences using advanced analytical methods.★ Mentor peers within other departments to deploy similar best practices and models.★ Stabilize long-term trends, reactiveness to recent fluctuations by building a custom algorithm that blends multiple models, forecasted across 78 dimensions, and distributed across 900+ more.

Seattle, Wa, Us

Guided and led customer technical support for B2B cloud platform and a team of 20+ engineers. Directly managed staff performance and development plans, personalized for each engineer. Directed and ensured customer experience consistency across all teams and products. Key contributor in expanding the team from 36 engineers to 250+ engineers within two years. Identified and created KPIs that determined global engineering, program productivity, and standardization of promotion process from associates to engineers. Key Achievements★ Delivered solid industry leadership and analytical vision within the Global Operations Management team. ★ Setup a centralized reporting warehouse, improved nightly automated ETL process that loaded data in less than 10 minutes, and enabled use by a wider audience by standardizing the environment. ★ Developed a “poor” customer experience report by triangulating entire business data and identified customers requiring additional support and intervention. ★ Created an agent dashboard that transformed and defined engineer ranking and comparison; introduced two new metrics that were adopted and used in future algorithms.

Herndon, Va, Us

Directed and led standardization processes and development of KPIs for a sales call center. Developed a centralized reporting warehouse and generated operational reports, refreshed every 15 minutes that drove action by 400+ agents. Created ETL tools that sent and received information to vendors.Oversaw forecasting for Lead to Approved and Workforce Management Staffing plans. Developed algorithmic model that predicted approved student yield from existing/future pipelines. Demonstrated the influence of renewal business on new student needs by combining data visibility. Key Achievements★ Assisted business to better understand seasonal timing by identification of daily variances. ★ Delivered an accurate analytical study on optimized response times and number of responses to new leads, as part of the total Redesign Lead Engagement Strategy. ★ Cut response times from two hours to less than 30 minutes by designing a SalesForce.com solution. ★ Identified leads not getting to agents in a timely manner and agents not responding to leads by building exception reports that documented process vulnerabilities and drove action on outstanding issues.

Boca Raton, Florida, Us

Promoted to Director using solid thought leadership, exacting data analytics, and business intelligence concepts. Collaborated with all departments to develop and improve consumption of data. Assembled a top-tier team of analysts and trained the team on accessing and displaying scalable information best practices.Key Achievements★ Continuously promoted to greater leadership roles throughout an 8-year tenure. ★ Accurately generated C-Suite reports for each department. ★ Backed up reports in historical format to better identify point in time changes of fields in PeopleSoft; ensured IT related nightly backups finished before specific batch files ran. ★ Combined data from 7 core systems and 125 table refreshes into a centralized data warehouse with an automated nightly process.★ Streamlined the batch process to 4 hours from a manual refresh previously performed monthly.

Boca Raton, Florida, Us

Leveraged strong analytical, financial, and automation skills to create and maintain a scorecard for the COO. Generated revenue forecast reporting. Generated Revenue Forecast Reports utilizing present/future pending contracts that accurately forecasted future revenue gains and allowed for “what-if” scenarios that tagged expected license increases for iterative years of future revenue.Key Achievements★ Automated dashboards that provided clarity and daily visibility into key financial metrics and drilled down raw data reports that generated selected data from ODBC connection. ★ Built a Contract Value Method used as a primary measure of renewable business health. Calculated into the future and forecasted expected changes due to license increases, expected drops, and sales forecasts. ★ Integrated SalesForce.com that passed data between SFDC and other core systems and built dashboards that provided daily trending based on SFDC data.

Boca Raton, Florida, Us

Delivered solid business intelligence data analysis by performing corporate surveying. Deployed annual survey to 12,000+ contacts across 2 product lines. Partnered with business owners to deliver targeted survey results for client business segments. Key Achievements★ Created strategy to disseminate and utilize results to change the individual client experience.★ Generated warm sales leads by mining existing business demographics and client experience data that determined optimized targeting of clients for upsell and prospects for marketing efforts. ★ Profiled client experience data and generated a list of clients requiring consulting services.

Boca Raton, Florida, Us

Boca Raton, Florida, Us

Boca Raton, Florida, Us