Samantha Madden

Serve as first-level shift leader, monitoring daily operations, providing peer guidance, and acting as initial escalation point. Execute opening/closing procedures, manage inventory fulfillment and compliance processes, and assist with onboarding and training.

Verified required identification and medical cards, maintained customer profiles in Treez and Metrc, and handled phone calls professionally.

Handled escalations and advanced customer issues, facilitated resolutions, and assisted customers via chat, email, phone, and video. Scheduled training for internal team members and leadership.

Oversaw the Marketplace Support Team, monitored productivity, ensured training, collaborated with Product Managers, audited documentation, and co-hosted live training webinars.

Handled incoming chats, emails, and calls regarding MP add-on services. Demonstrated working knowledge of MP products, collaborated with Product Teams, and drafted internal support documents.

Served as main point of contact for real estate agents ordering Marketplace add-ons or advertising services. Assisted with Facebook and Google PPC ad creation, monitored campaigns, and created ad copy.

Served as main point of contact for real estate agents ordering advertising services. Assisted with Facebook, Bing, and Google PPC ad adjustments, monitored campaigns, and created ad copy.

Activities and societies: Minor in Technical Writing (print and web) with an emphasis on Editing

Graduated with a Bachelor of Arts in English Language and Literature, with a minor in Technical Writing and an emphasis on Editing.