Matt Poley Email & Phone Number

United States

• Liaised with clients to resolve any feed-related issues for multiple advertising channels including Google, Bing, Meta, Instagram, TikTok, etc., fulfilled client’s requests related to products + promotional campaigns, and provided insights and suggestions for product feed optimization• Configured attributes from a variety of files, including delimited and XML, JSON files, custom scripts and API-based platform integrations, and optimized data with logic-based rules (Query Language) for all client feeds.• Troubleshot errors on data imports and exports, changed/updated data import sources, and ensured the integrity of data, resolved mismatching product attributes when products were updated, and provided solutions to resolving errors and warnings in various shopping channels• Provided Tier 2 support and troubleshot advanced issues with platform integrations and other complicated requests as assigned by team lead/management• Prioritized tasks, including managing FeedSupport™ Zoho queue up to 40+ tickets, emails, and other responsibilities• Adhered to Enterprise team procedures and best practices

San Francisco Bay Area

• Managed a marketplace of professional estimators providing custom estimates to subcontractors and GCs; recent projects focused on custom residential ground-up and commercial retrofits with estimates averaging from $500K to over $10M• Ran SQL queries in Metabase to determine best estimator to partner with client based on related trades• Used project management tools such as Asana & Zapier to ensure client/estimator communication was maintained and scheduled kickoff, mid-project, and final review meetings between client/estimator to review completed work & arrange revisions• Tracked KPIs to measure success from project start to finish, to ensure increased marketplace spend, bringing in more projects, and improving customer service• Updated and tracked customers in HubSpot CRM; processed all outstanding project balances/subscription fees in Stripe & Routable software, ensured all contractor invoices were paid • Promoted to Project Manager after 4 months

San Francisco Bay Area

• Provided Tier 1 & Tier 2 software support for clients by troubleshooting and maintaining mission control systems in a B2B SaaS environment • Multi-tasked and tracked dozens of open tickets at various stages of completion resulting in increasing customer satisfaction & reducing churn• Partnered with various teams to find, analyze, and resolve frontend and backend issues., resulting in improvements to the user experience & reduced pain points from technical hotfixes• Communicated the root cause to clients in non-technical terms helping to build trust in our product and ensuring software reliability by utilizing Knowledge Base Guidelines• Assisted clients with login issues, subscription upgrades, and escalated issues as needed • Helped identify error logs in website code & forward to the engineering team• Partnered with the Customer Success and Product teams to develop and implement customer experience best practices• Wrote and maintained Support team playbooks with an emphasis on reducing ARR/MRR churn

Athens, Georgia, United States

• Provided intra-company logistics solutions for over 100 home health agencies & providers; served as first point-of-contact customer service representative for designated territory (Northeast Georgia) • Traveled independently to assigned client healthcare providers to ensure their needs were being met resulting in increased customer satisfaction ratings

Athens, Georgia, United States

• Hired, trained, and coached a team of six employees; provided all site merchandising and account management on eBay platform, primarily working with OEM & Aftermarket automotive parts• Built and scaled eCommerce revenue from $400k to $1,000,000 while meeting or exceeding quarterly sales goals year over year• Managed all promotions, pricing, uploading media content, shipping, and customer service for over 25,000 unique listings across 5 online retail stores• Oversaw all shipping services; ensuring over 200 packages were shipped daily, following all USPS, Fedex, & UPS policies• Reviewed all digital marketing campaigns and provided SEO keyword research on all listings, to optimize search result metrics• Supervised 30,000 sq.ft merchandise storage/shipping warehouse while complying with all city coding laws and OSHA regulations• Created a Profit & Loss statement helping to save over $40,000 per year in operating costs • Setup and installed all computer/laptop software, maintained all external backup drives for the entire team

Athens, Georgia, United States

• Developed all site merchandising, uploaded image content and created product descriptions for over 5,000 items.• Reviewed and edited all site listings to include optimized keywords (SEO) resulting in improved browser result metrics• Served as company customer service representative supporting customer questions and inquiries through email and on-site chat for over 100 registered users.• Wrote email / response templates & support guidelines for customer service team• Approved all financial transactions/payouts and managed company Paypal accounts • Provided minor back-end HTML editing and managed registered user accounts with email marketing services through MailChimp