Matthew H. Email and Phone Number

Serve as a member of the Executive Leadership Team, working with other company leaders to drive business strategy and company culture. Provide leadership & support to all teams within the business, including:- Marketing- Customer Experience- Queensboro Plus (High-value account management)- Merchandising- Queensboro Online Stores- Pre-Production (Includes Purchasing & Receiving)- ProductionOversee all operations at our Wilmington, NC facility. Responsibilities include:- Recruiting, Hiring, & Onboarding for both Business Locations (North Carolina & Texas)- Human Resources- Benefits Administration- Facilities Management- Safety & Operational Standards

Provide leadership & support to all customer-facing teams including:- Digital Marketing- Merchandising- Customer Experience- Queensboro Plus (High-value accounts management)Oversee all new customer acquisition, retention, and conversion efforts. Regularly write reports in SQL for operations, finance, and marketing analyses/reporting. Run point on all recruiting for the company at our Wilmington & Dallas facilities. Work directly with our President & Founder and the rest of the Executive Leadership Team on all organizational objectives. We discuss/develop/deploy high level strategy and business directions. Together we have redefined our mission, goals, & company culture. - Leadership- Business strategy- Team development and recruiting- Statistical analyses- Project management- New customer acquisition (AdWords & Facebook)- UX- Social media and email marketing- Market research and pricing strategy- Queensboro Online Stores - MySQL- Copywriting- Queensboro Private Label- Cross-team collaboration and communication

Direct all digital marketing efforts, with a primary focus on new customer acquisition. Designed and managed all paid campaigns on platforms such as Google, Facebook, YouTube, LinkedIn, Microsoft, and Reddit. Regularly compile data via custom reports for analysis. Oversee conversion and retention functions, as well as internal marketing materials and branding.

Lead all operations of a 25 person team, consisting of graphic artists and sales/customer service agents. Duties include recruiting, conducting interviews, hiring, training, scheduling, quality auditing & coaching, performance reviews, & team building.Serve as a Recruiting Coach within the organization. Recognized for my abilities to identify and onboard talent for the business. Assist other team leads by coaching them on best practices for recruiting, interviewing, and onboarding new hires. Strategic development and deployment. Successfully spearheaded several initiatives that resulted in improved quality of service, greater customer retention and satisfaction, and improved relationships. Also part of a team that focuses on employee satisfaction and well-being. Developed a company learning site that hosts online courses and reference materials.Statistical analysis and reporting. Weekly review and reporting of company statistics, such as customer satisfaction ratings, website ratings, inbound/outbound call and email volume, sales, and other various operations. Proficient with many software programs required to complete these duties, such Excel, PowerPoint, Word and some skill using SQL.Recognized for having excellent interpersonal skills, and an ability to work well with others, in both supervisory and support staff roles. Entirely committed to, and quite passionate about, great customer service. Consistently raising the bar for myself and my team, in regards to the quality of our performance and our ability to build relationships.Well accustomed to fast-paced work environments, multi-tasking, and having a high number of daily contacts. Very reasonable and patient and can easily resolve difficult situations when they arise.

Visitor Use Assistant - Great Smoky Mountains National Park - Cades Cove DistrictAssisted with operations of 3 campgrounds in the Cades Cove district. Handled, counted, safeguarded, and remitted all money received for each campground in compliance with all National Park Service regulations. Created and processed reservations using the Reserve America Field Manager operating system. Also created and verified backcountry permits.Assisted all incoming campers and visitors by providing information on natural and cultural history, park rules and regulations, hiking, fishing, touring, and enjoying all park resources. Promoted visitor safety by talking about wildlife, weather, potential dangers, and adherence to park policies. Advertised and encourage park activities such as Ranger talks and the Junior Ranger program. Swore in Junior Rangers who had successfully completed the program.Patrolled the campground to check compliance with all park, campground, and food storage regulations. Referred to the Code of Federal Regulations and the Park Compendium to maintain correct information in regards to all National Park policy.

Provided visitor assistance at the Cades Cove visitor center in Great Smoky Mountains National Park. Promoted sales of memberships to help generate funds for the park. Assisted visitors by providing information on park resources, including hiking trails, roads, facilities, wildlife, history, culture, and park laws.Participated in historic demonstration and interpretation at the John Cable grist mill. Also assisted with other types of historic demonstration including music, blacksmithing, and making sorghum molasses.Worked independently at the Cades Cove orientation shelter. Provided information, maps, and tour booklets to visitors as they entered Cades Cove. Handled all money from sales of books, maps, and other park related publications. Generated revenue for the Park by promoting and selling annual memberships with GSMA. Was one of the top salesmen during my time with GSMA. Proficiently operated POS.Was offered a position with the National Park Service, which prompted my resignation from the company.

Worked as an educator for the Resource Education division in Great Smoky Mountains National Park (Cades Cove district). Performed a variety of programs and demonstrations to educate visitors on local and natural history, wildlife, and culture. Developed Wild by Design and Junior Ranger programs in compliance with National Park Service guidelines. Other programs include blacksmithing, mammal pelt displays, interpretive walks and hikes, musical demonstrations, historic toy displays, and roving. Always maintained safe operations by ensuring visitor safety around wildlife, historic structures, hiking trails, rivers, and roads.Conducted Parks as Classrooms programs for local school groups. Programs varied depending on grade level, but included recognizing animal groups and the uniqueness of plants and animals in their habitat, early American tool demonstrations that illustrate how to build a log cabin, and how settlers used the forests for medicine, warmth, and food. Worked independently with groups that ranged up to 30 students, mostly K-2nd grade. Ensured involvement through hands-on activities and interactive learning. Always maintained safety for all involved, including students, chaperones, and teachers. Upon completion of my internship, I was offered a position with the Great Smoky Mountains Association.