Matthew Martell

Background

About Matthew Martell

Leads the team responsible for the risk, strategy and business performance of two-way automated contact systems (Dialer/IVR, Text Messaging, Email) interacting with >600M customers per month. Directs a team of Analytic Consultants, holding Masters and PhDs in Mathematics, Econometrics, and Business, monitoring the performance of technology, fraud loss and business strategies against financial business case and customer expectations. Managing to internal privacy policies and FCC TCPA regulations by partnering with internal and external legal counsel, compliance, audit, and enterprise risk management to ensure our strategies would sustain a legal challenge. Stays audit ready by designing data intensive self-audits and maintaining playbooks for explaining compliance. Prepares and presents proposals and financial business cases to the executive leadership team for test and learn initiatives. Proposals are driven by the insights gathered from analytics and opportunities with new technology. Works with the project management teams, developers and product managers to build and deploy functionality. Works directly with senior executives on issue briefings, vendor relationships and performance reporting. Automated and dramatically streamlined control reporting and trend monitoring by reaching out to other business lines to find software solutions already adopted for quick deployment to our group mitigating additional staff needs. Implemented automated email alerts for key metric variances catching issues hours sooner. Effective team management including the use of the DISC workplace behavioral evaluation tool to enhance communication effectiveness, Situational Leadership to match tasks with the correct level of support, and leverages one on ones, feedback, coaching and delegation for building a culture of effective behaviors.