Leon Mathew Email & Phone Number

Greater Houston

Greater Denver Area

As Technical Operations Manager, I support the tactical and strategic day to day operations of the 30-member Field Services team including the management, scheduling, training, and overall quality of services delivered. I collaborate with other leadership team members, reporting to and informing the decision-making of the Director of Field Services as well as pre-sales and post-sales operations. I demonstrate the ability to effectively and efficiently manage and allocate resources, working with Project Managers to plan for and meet the needs of customer commitments. I also guide the hiring and training process, collaborating with HR and development staff along the way as well as review and maintain system documentation and procedures related to team activity. I consistently cultivate a thorough product knowledge and mentor Field Services team members to assist them with an understanding as well, energizing a high-quality customer experience. Lastly, I evaluate team member performance, sharing information with individuals in order to help improve their work while also adding to the value and positivity of the work environment.

Englewood, Co

As Manager of Advertising Quality, I oversaw the deployment of resources related to the delivery of premium video advertising solutions, enabling advertisers to reach audiences in local and national markets. I managed technical teams servicing 37 million subscribers in 79 markets with 1400+ geographic selling zones and 95,000+ networks, always ensuring exceptional service and quality and maintained awareness of video delivery processes, assessed performance, and implemented adjustments to add accuracy, leading to cost savings of several millions of dollars.In addition, I demonstrated a forward-thinking and innovative perspective to add value, to optimize cross-functional team collaboration, and to counter operational challenges. I also established and led the department’s operational performance-metrics practices through the creation of strategies that balance short-term requirements with long-range business plans.I leveraged my leadership and management acumen to build relationships, boost potential, and generate results including during transition of teams from regional to enterprise operations. I developed and energized diverse talent bench through active and engaged hiring, mentoring, and performance assessment, contributing to a strong performing and dedicated team. I displayed strong decision-making and time-management skills throughout analysis and redesign of departmental operations, keeping an eye turned towards added efficiency and cost-saving. Lastly, I communicated with direct-reports and organizational leaders, building relationships that aid cultivation of business culture capable of high-level performance in an ever-changing industry.

Bingham Farms, Mi

In a supervisory capacity, I maximized revenue through engaged leadership, thoughtful personnel management, innovative resource allocation, and the streamlining of MCC processes. I optimized performance of MCC staff, ensuring standard operating procedures were followed and goals were exceeded, and mentoring leads for cross-functional resulting in promotion to engineering. I also spearheaded standardization of quality checks and encoding of work stations; and served as higher-level point-of-contact for staff, providing 24/7 troubleshooting coverage. Lastly, improved operations by integrating workflows from mezzanine platform to advertising inserter, resulting in best-in-class turnaround for new MPEG4 initiatives and delivery times.

Bingham Farms, Mi

As an Operations Tech, I delivered effective customer service by providing outstanding communications with our customers and partners and developed methods in processing scheduling and content workflows, which is now used as a standard across the North Central region. I provided feedback to management concerning issues regarding resource management and training programs and helped develop training baseline to assist with the new needs to the business. I also analyzed daily reports to ensure proper schedule delivery deadlines will be met to ensure proper service levels are met and or to communicate losses proactively which reduced revenue loss proactively.I offered assistance and guidance to teammates by becoming a mentor for scheduling, surveillance and troubleshooting processes which has helped the team become more cross functional. I also assisted in various project management projects by planning, implementing, quality control and status reporting which has decreased in production time.

Bingham Farms, Mi

In this capacity, I delivered effective customer service by providing efficient communication with the central team and sales in regards to orders and commercial content and provided feedback to management concerning issues regarding Spots Trackers/Live Events. I analyzed inventory and trends and communicated with Advanced Services to make necessary programming changes to ensure proper service levels are met and provided insight, in-depth knowledge, and troubleshooting of traffic systems, processes, and procedures with peers and management.I also reported and reviewed revenue projection reports and reconciliation including, missed spots, exception reporting, dropped spot analysis, make good rescheduling and transactional traffic reports. I ensured a high standard of accuracy to a client’s schedule, ad copy fulfillment and content by reviewing contracts for accuracy and working to resolve all issues quickly and effectively, and I offered assistance and guidance to teammates by becoming a mentor for log generation and end of day processes. I was selected by management to participate in focus groups for traffic processes, including Ad copy, E-filing, NFC, Scheduling and Webb orders and was nominated by peers to receive Monthly Traffic Superstar Award.

Southfield, Mi

As a BSS I went above and the daily requirements and needs and focused on working as a team with a positive attitude that helped us achieve and exceed sales expectations. I have also demonstrated a strong ability in improving various processes while creating, documenting changes, training and developing new methods and procedures for Comcast Business Services.

Ann Arbor, Mi

As a TSS representative I received technical, sales and billing calls from customers in regards to their telephone, internet, and cable services. I was very successful at building a strong rapport with my co-workers, as well as the customers always leading into an up-selling position.