Madeline Kegan

• Worked with the Director of Trade Marketing and the Account Team to lead the creation of the GTM strategy for retail partners
• Collaborated with merchandising team on creating differentiated in-store experiences through unique merchandising and collateral opportunities.
• Contacted proper stakeholders to share changes to project scope and timelines.

Took classes towards my Bachelor's degree.

• Partnered with Analytics and Engineering, utilized SQL and Marqeta to ensure card transaction data is accurately interpreted and reported via Excel, Tableau, and Salesforce.
• Developed and executed processes globally across product lines to improve ecommerce functions, prioritizing merchant retention, and SLA risk rule evaluations, for long-term scale and growth.
• Streamlined a Zendesk process which resulted in a 40% faster resolution time, and created and monitored dashboards in Zendesk and Salesforce.

• Launched the in-store card product in US & Australia markets through market research and ecommerce analysis.
• Ensured over 200,000 merchants were onboarded for the initial US market launch. Gathered data and partnered with engineering to verify proper implementation and integration of new retail partners.
  

• Managed escalated issue submissions regarding payment issues from customer support team using Jira.
• Built relationships with partners across Community Operations, Product, Engineering and other functions to build and improve payment products in-app and online.
• Implemented an in-app product improvement which led to a 35% reduction in missing payments and a 40% increase in overall CSAT.
• Distinguished product issues and gathered information on customer experiences.

• Supported book of SMB restaurant partners through implementation and onboarding, created and edited in-app menu, and troubleshooted tech issues to ensure ordering sufficiency and success.
• Worked closely with Product and Engineering teams to provide direct feedback and guide cross-functional teams in streamlining operations.
• Created a new dashboard and filters within Salesforce to send emails to different accounts simultaneously, resulting in 42% increase in support productivity.
• Pointed out process bottlenecks and inconsistencies to upper management, facilitating continuous process improvement to eliminate standard procedures hindering successful sales tactics.

• Carefully investigated critical safety incidents reported by riders and driver partners and thoroughly documented all incidents in Jira.
• Managed data to monitor trends and spearheaded projects to improve the support provided to riders and driver partners.
• Collaborated in streamlining Jira case processes, generating a 35% increase in cases resolved per day.