Matt Vollet Email & Phone Number

Boston, Massachusetts, United States

United States

Remote

Greater Seattle Area

Highlights:- Designed, tested, and iterated new onboarding process that increased active user base by 5% month-over-month.- Increased conversions 15% month-over-month by designing new payment process.- Lead design team and worked hand in hand with engineers, PMs, and stakeholders to release a multitude of features and refinements across Mac, Windows, Android, and iOS. Overall responsibilities: - Evaluate user and business needs to increase user retention and satisfaction.- Own the end-to-end process for new features including user research, competitive analysis, writing full feature specification, designing, high fidelity wire framing, prototyping, testing, and iterating the features from feedback.- Define MVP features and iterate/maintain features post-launch.- Communicate between marketing, engineering, and leadership to optimize new features and optimize release timing.

Bellevue, Wa

Support Lead:- Co-designed Mylio's support philosophy, systems, and vision.- Successfully lead support team to ensure users received an ideal experience that aligned with support philosophy.- Continuously achieved high satisfaction rate (90%+) from users.- Worked closely with project managers to ensure user's feedback was implemented in future releases.- Ran test cases on pre-release builds to ensure application functioned as expected and checked for regressions.- Scouted and hired staff that fit into Mylio's initial support vision.- Tracked and reported support metrics (first reply time, ticket touches) to ensure support interactions were efficient.Technical Content Creator:- Responsible for all content on support site including product screenshots, articles, and videos.- Designed, wire-framed, and tested support site.- Ensured support site reflected user needs and proactively answered user's questions to reduce support load.- Wrote and published troubleshooting and tutorial articles.- Edited and published tutorial articles written by external writers.- Tested new pre-release product features to ensure support site was updated to include articles and videos for new features.- Worked with external production team on support videos, ensuring they communicated important product concepts.- Gave final approval of scripts, VO, and cuts of videos from external production team.- Scripted, produced, and directed internal support video production to ensure consistency in quality with videos created by the external team.- Worked with marketing department to develop language used in marketing materials to ensure the brand was represented congruently across support and marketing.- Gave input on UI and UX design decisions based off of user feedback.

Greater Seattle Area

When given a chance to be a part of one of the biggest companies in the world, seizing the opportunity is critical. I began my time at Apple as a part time specialist - and loved working with customers to find the perfect technology for their lives. As I grew and understood more about what working at Apple represented, and continued to be successful with customers, I moved to full time. Full time Specialist lead me to becoming a Family Room Specialist, where I became mobile certified for iOS device repair and trained users on using their new machines. Training taught me how to communicate efficiently with many different types of people and allowed me to hone in my teaching style whether it be with a group of new users or making complex movies in Final Cut with a long time Apple fan. When it came time to choose between training and repair, I moved towards repair - which lead me to becoming a Genius and Macintosh certified. Being an Apple Genius meant representing the Apple brand at the highest level. I was not there to just fix computers - I was there to fix the relationship that may be damaged by something not working properly. Being successful on the Genius team lead me to doing training for new hires, new Family Room Specialists, and eventually new Geniuses. I oversaw in-store certifications and communicated what I had learned to new employees, instilling the same passion for the user experience in them that I had always felt. Overall, my time at Apple was one of the most important in not only my career, but my life. It taught me to communicate efficiently, how to manage my time between dozens of different tasks, and how to make a potentially terrible experience the best moment of someones day.