Greg Monton

WMPO Tournament, Jan 2025 - Apr 2025. Verstela.

• As a pre-tournament team member, I was tasked with distributing and stocking supplies throughout the Scottsdale Stadium course for a projected 750,000 to 1,000,000 tournament attendees.
• Supported the Corporate Village area during tournament week to ensure all waste and recycled materials were properly disposed of.
• As a post-tournament team member, I was tasked with removing unused supplies and equipment from the golf course areas and removing construction materials and debris from the golf course as construction crews dismantled tournament seating and buildings.

Past WMPO Tournaments - 2019, 2023, 2024 through Decton Staffing, Atwork, and Verstela.

• Supported the Corporate Village area during tournament week to ensure all waste and recycled materials were properly disposed of.

• Provided operational support for up to 60,000 packages each day through the coordination of quality, service and administrative functions in the pickup and delivery area.
• Partnered with team members to maintain and update vehicle maintenance information on delivery vans and company-owned assets to ensure insurance, maintenance and DOT documents are accurate and up to date.
• Ensured contractually agreed upon standards and Department of Transportation (DOT) requirements are adhered to for both company and vendor equipment.
• Answered in-bound customer calls and efficiently mitigated service complaints which included disputed deliveries, missing packages, early and late pickups.
• Proactively researched and corrected addresses and geocoded issues to prevent late or missing packages.
• Executed PSD (Planned Sort Date) procedure which is used to plan incoming volume and delivery van deployment by identifying trailers to be unloaded based on set of criteria.

• Excelled in an extremely fast-paced environment where personal production and quality were rated and evaluated on a daily basis.
• Always met or exceeded required processing rates.
• Unloaded incoming parcels from 53-foot trailers and performed quality assessment and scanning procedures to ensure accurate warehouse receipt of each package.

• Executed a critical pre-bottle quality assurance process for powdered products and liquid vitamin manufacturing.
• Proficiently completed warehouse tasks that included loading product onto pallets and preparing them for warehouse storage or shipping.

• Managed an assigned guest entry door in the Big Top Theater to ensure guests were guided to their assigned eats, regulated guest traffic through entry door to ensure no disruptions occurred during the show, and provided stage and mast guarding as needed throughout the show.
• Took ownership of carefully listening and resolving guest complaints, as well as, assisting with emergency situations.
• Assisted Head Usher during intermissions and peak show segments to maintain a high-level customer experience.
• Greeted guests and processed tickets at entry gate.

• Communicated directly with customers who had an expiring subscription or had canceled their subscription for a variety of reasons within a high volume outbound call center environment.
• Listened carefully to the customer’s requests and needs in order to negotiate a renewed subscription term that is affordable to the customer, while obtaining a profitable price point for the company.
• Deescalated and resolved a variety of customer complaints each day.

• Oversaw company operations, customer service, resource management and profitability.
• Inspected buildings each night to ensure work had been completed and quality standards were achieved.
• Met with property managers to ensure our overall service was exceeding their expectations.
• Drafted responses to property managers regarding customer service requests or challenges.
• Created pro formas to forecast financial projections of prospective customers.

• Developed a direct response format website, using Wordpress, for product purchases and marketing.
• Handled all technical support incidents and provided technical solutions.
• Partnered with a film studio and produced a sixty second direct response “As Seen On TV” commercial for a patented home security jamming device.
• Implemented multi-channel sales distribution channel, incorporating television, social media, interactive, and affiliate marketing.
• Developed script and directed commercial with reusable interchangeable components for multiple advertising and sales channels.
• Partnered with a major television network to develop a marketing plan incorporating social media, internet, and television marketing and sales distribution channels.
• Completed on-shore vs off-shore manufacturing cost analysis, with goals to define projected gross margin, target time to market acceptance, and overall quality assurance.

• Managed off-line print operation that produced over 20 million printed pages each year for Experian Consumer Direct’s off-line channel of credit report & monitoring products, direct mail campaigns, and affinity partner products.
• Data breach operational oversight, where customers had up to 4.5MM affected accounts.
• Coordinated timeline, redemption code procurement, customer correspondence, and delivery of customer identity theft notification correspondence for data breach projects as large as 4MM identity breached individuals.
• Primary oversight and relationship management of two large print vendors critical to off-line print and fulfillment operations.
• Negotiated new 3-year $48MM contact with print vendor that included $2.15MM in incremental savings.
• Created a multiphase stabilization and transformation plan to improve and ensure error-free data in printed credit reports and associated documents. The implemented stabilization phase included a data validation audit process that increased the volume of audited documents by 1,100% and resulted in error-free reports over a 15 month implementation period.
• Performed daily audit & reconciliation to identify anomalies and issues with order, billing, and off-line print processing.
• Primary oversight of Billing & Payment systems and managed the relationship with the payment processing Acquirer.Managed daily credit bureau enrollment process between Experian, Equifax, and TransUnion credit bureaus.

Interactive Online Capabilities, 5/2007 - 6/2008

• Full P&L responsibility of a $18MM technology portfolio, providing application development and technology strategies for Americanexpress.com, including e-mail and mobile, innovation pilots, quality assurance testing, and homepage, personal cards acquisition, entertainment, members know community customer experience journeys
• Directed a technology team of 4 Directors, 30 technology employees, and 120 - 150 on / off shore resources.
• Led the development teams associated with the American Express US and International Home Page and US Customer Experience to complete 15 major project initiatives ranging between 75K and 700K.
• Drove an aggressive e-mail and mobile development roadmap that resulted in 45 successfully completed projects within scope and budget.
• Developed and deployed 10 innovation pilots that drove competitive differentiation by increasing on-line alerts enrollments by 285%, boosting on-line card activations by 85%, and simplifying customer journeys by utilizing sound, video, emotion and avatars.
• Led development and integration of a dynamic content management and distribution system based on Vignette, used to manage and syndicate content throughout the customer experience journeys on Americanexpress.com.

Consumer Travel, 4/2005 - 5/2007

• Full P&L responsibility of $12MM technology portfolio, providing application development and technology strategies for the Consumer Travel Network, which included 7 call centers, 57 travel service offices and 2,400 users across the U.S.
• Directed a team of 4 Directors, 31 technology employees, and 90 - 100 on / off shore resources.
• Managed an top E-Commerce ($2.1MM) initiative, within 0.99 percent of current budget, resulting in three major E-Commerce implementations and biweekly enhancements.
• Successfully supported hyper-growth across the Travel Call Centers and Travel Service Offices with YOY sales growth exceeding 50% by driving time saving call center transaction strategies for more competitive fares, reduced handling times within call center point of sale application, and piloting re-engineered help desk strategies to further reduce calls to the technical support through improved Travel Counselor training and support techniques.
• Architected and convinced senior leadership and Consumer Travel business partners to adopt a supplier connection broker for use in new travel desktop solution to eliminate the costly need to manage multiple connections to travel suppliers and other ancillary travel supplier systems.