Matt Mccall Email & Phone Number

Luxembourg City, Lu

Greater Seattle Area

Support Operations is a research team that performs complex investigations of high-value, high-risk reimbursement claims. Situated within the FBA (Fulfillment by Amazon) and SPS (Selling Partner Services) organizations, S-Ops employs over 2,100 people in 4 countries. Support Ops Analytics provides accurate, robust, and timely data in the form of dashboards and other reports to ensure leadership is able to move quickly and confidently in managing their business. As a Business Intelligence Engineer in my 8th year of analytics at Amazon, I create and manage ETL processes to transform source data into user-friendly tables; write complex SQL code to meet demand for in-depth analysis; and design feature-rich, intuitive dashboards to surface operational KPIs to an audience ranging from frontline associates to directors.

Greater Seattle Area

• Led a team of 7 experienced Business Intelligence Engineers and Business Analysts in the US and Costa Rica, providing mentorship, training, and ongoing support.• Interviewed and hired top talent to increase team size from 2 to 8 within 1 year.• Promoted 3 directs to a more senior or more technical role within the team.• Consistently exceeded expectations in manager performance, scoring favorably (4/5 or 5/5) on 85% of over 270 anonymous surveys and surpassing peer benchmarks on 83% of surveys.• Improved processes and facilitated intra-team collaboration to lower mean TTR from 53 days (2022) to 34 days (2024).• Continued contribution to analytical coding and dashboard projects as a secondary focus where able.

Greater Seattle Area

• Created and reported metrics using SQL, ETL, Excel, and deep domain knowledge, for an organization of skilled investigators and their leadership.• Developed custom datasets for team-specific use, decreasing query processing time by up to 87% with up to 85% less code.• Ranked in the top 25 dashboard authors across Amazon in 2021, with 16 dashboards that had been accessed at least 500 times each.• Designed 3 flagship team dashboards whose lifetime view count and unique-user count ranked in the top 1% at Amazon.2017-2019: Associate Business Analyst2019-2020: Business Analyst I2020-2021: Business Analyst II

Greater Seattle Area

- Investigated and resolved reimbursement claims from FBA sellers in accordance with internal SOPs, seller business agreements, and Amazon policy, establishing myself as an SME on customer return and refund issues.

Seattle, Washington, United States

If you've used a website like MLB.com or ESPN.com (or their companion apps) to stay up-to-date on a Mariners game, you may have seen my work as a digital scorekeeper. For 20 games a year, I recorded every ball, strike, or foul (including the two I caught in the press box); every ground ball, fly out, or home run; every 6-4-3 DP or 8-6-5-2-4 rundown; every pinch-hitter or substitution; and more, into a system that was transmitted to those sites and apps within seconds. (So if you've ever wondered: yes, a person does this and not an algorithm.)

Bellevue, Wa

- Managed the successful migration of new client accounts onto the Egencia business travel portal- Ensured each account’s unique specifications are mapped correctly onto the new Egencia site, including travel policies, account settings, fee structures, traveler profiles, site configurations- Created records in Salesforce for each account to track migration, updating as needed- Performed quality assurance checks of additional accounts to ensure maximum accuracyContract via Aquent.

Greater Seattle Area

Technical:- Investigates escalations of issues reported by Bing Places for Business customers. - Analyzes XML data to isolate sources of errors, applying corrections into internal data pipelines. - Creates work items in Team Foundation Server to further escalate tickets to engineers.- Authors VKB articles documenting frequent tasks and other special work scenarios.Analytical:- Created a resource allocation tool to help increase managers’ efficiency in tracking employees' forecasted weekly bandwidth, providing data insights on capacity planning for future projects.- Updates engineers, PMs, and other stakeholders on status of filed bugs using TFS queries. - Does monthly analysis of resolve rates and speeds, creating graphs for managers and directors. Programs/tools used: AIMS; CAP; TFS; OneNote; Excel; SharePoint; Lync; etc.Contract via Insight Global.

Greater Seattle Area

- Investigated and resolved Bing Local listing errors reported internally and externally.- Managed two Live Chat agents, ensuring they adhered to customer interaction guidelines.- Interacted directly with customers on high-priority issues requiring expedited processing.- Presented summary of problem issues weekly to senior developers.- Co-authored documentation on usage of internal tools.- Used LivePerson analytics tools to produce reports on Live Chat metadata including total volume, hourly distribution, and issue type.- Trained new team members on department processes.- Backed up Live Chat agents as necessary (was a Live Chat agent from May-June 2013).Key accomplishments:- Decreased rate of issues resolved in >36 hours from 29% in 2013 to <7% in 2014, using Lean methods.- Automated parts of TFS bug creation using Excel, making the process 80% quicker.Contract via SmarTek21.

Greater Seattle Area

- Published training content on Readiness Management Systems (RMS) and Learning Management Systems (LMS) accessible internally within Microsoft. - Was first point of contact on the SMSGR (Sales Marketing Services Group Readiness) team.- Ensured fast turnarounds on requests to meet service level agreements. - Provided excellent customer service to senior Microsoft managers.- Triaged or escalated system issues as necessary. Contract via SmarTek21.

Greater Seattle Area

- Integrated and launched successful sellers on Amazon's third-party platform, Sell On Amazon.- Trained merchants via phone, email, and face-to-face on the Seller Central tool suite, which includes inventory, pricing, promotion and other features.- Assisted in ramp-up to Amazon's successful launch of their Wine category. - Created and adapted existing SOPs while training a new associate during Wine ramp-up. - Performed cleanup of product data from sellers to meet Amazon's stringent quality standards.Contract via Aerotek.

Greater Seattle Area

- Technical admin support for the Ground Truth project, working directly with local HR and PMs.- Coordinated weekly compilation of data from project leads using spreadsheets and macros.- Analyzed quality and productivity metrics/KPIs, converting quantitative data into actionable info.- Assisted development and implementation of an office-wide performance incentive program.- Created a system that provided personalized performance data to operators weekly.- Oversaw logistics of shifts in team seating as project needs fluctuated.- Liaised with employees visiting from other offices, creating information packets for their stay.- Trained my successor on all the processes I performed and/or developed.Key accomplishments:- Improved speed of performance data distribution to team members by 40% over the prior method.- Maintained department production despite gradual 67% reduction in team size.

Greater Seattle Area

- Completed QA process on public map data, consistently exceeding performance benchmarks.- As pod lead, represented teams of ~25 in weekly office-wide meetings.- Assisted pod members when they had questions on policies or workflow optimization.- Co-administered competitions among teams to improve quality and productivity, keeping track of metrics and updating the teams daily.Key accomplishments:- Was promoted to pod lead within 3 months, one of 10 first selected from 125 project members.- Spent several months on internal Quality Control, comprised of about 15% of operators.Contract via Aerotek.

Mobile, Alabama Area

- Provided one-on-one training, technical support, and installation services on educational software programs and learning tools – such as interactive whiteboards – for K-12 school districts in Alabama and Mississippi.

Greater Chicago Area

- Completed over 6,000 voluntary audits of commercial insurance policies to ensure compliance with policy guidelines.- Analyzed exposures, classifications, and state guidelines to ensure proper premium adjustments.Contract via Manpower, Inc.

Mobile, Alabama Area

- Managed deadline-sensitive projects of up to 3 months in duration and up to 1,200 participants. - Updated clients daily on project progress and proactively identified potential sticking points.- Compiled and analyzed data in PowerPoint and written reports for use by company president/VP.- Conducted follow-ups with recruited focus group participants assuring their commitment to attend.

Bs/Ba, Marketing Management

Activities and Societies: Alpha Kappa Psi professional business fraternity.

Education record

Activities and Societies: - Eagle Eye News, student-run TV newsmagazine. - University Program Council. - Alpha Kappa Psi.