Matthew Spangler
Lowell
Summary
Accomplished Manager at Charter Communications with a proven track record in enhancing digital service and customer experience. Expert in cross-functional teamwork and data analysis, leading to significant productivity improvements. Skilled in project management and complex problem-solving, consistently delivering high-quality product solutions and driving business objectives.
Overview
10
10
years of professional experience
Work History
Manager, Digital Service & Customer Experience
Charter Communications
03.2022 - Current
- Mentored team members, providing guidance and support in their daily functions to enhance productivity.
- Used expansive product knowledge to determine impact and level of efforts related to different company projects.
- Developed product roadmaps to continue the improvement of customer experience while aligning with business priorities.
- Regularly communicated updates with executive stakeholders on overall product as well as individual projects.
Analyst, Digital Service and Customer Experience
Charter Communications
03.2021 - 03.2022
- Served as liaison between stakeholders and technical teams to ensure the delivery of high-quality product solutions.
- Collaborated with cross-functional teams to understand their needs to align with business objectives.
- Developed high level requirements and designs focusing on customer experience.
- Analyzed data to report on performance and identify improvement opportunities.
Administrative Customer Service Supervisor
Charter Communications
10.2019 - 03.2021
- Promoted team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated problem-solving abilities by researching and addressing executive escalated issues promptly and professionally.
- Enhanced call center productivity by creating performance reporting.
Customer Service Supervisor
Charter Communications
12.2016 - 10.2019
- Coached team members through day-to-day work and complex problems.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Team Lead, Customer Service
Charter Communications, Time Warner Cable
12.2015 - 12.2016
- Handled escalated customer issues with professionalism by utilizing expansive job knowledge.
- Coached team members in techniques necessary to complete job tasks.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values.
Customer Service Representative
Charter Communications, Time Warner Cable
03.2014 - 12.2015
- Handled customer inquiries and suggestions with empathy in a courteous and professional manner.
- Managed high-stress situations effectively, maintaining professionalism under pressure.
- Answered constant flow of customer calls with minimal wait times.
Education
Bachelor of Arts - Sociology
University At Albany
Albany, NY05.2011
Skills
- Team Leadership
- Verbal and written communication
- Complex Problem-Solving
- Customer Experience Research
- Cross-Functional Teamwork
- Time Management
- Business Planning
- Project Management
- Product Management
- Requirements Gathering
- Data Analysis
- Staff Training and Development
Timeline
Manager, Digital Service & Customer Experience
Charter Communications
03.2022 - Current
Analyst, Digital Service and Customer Experience
Charter Communications
03.2021 - 03.2022
Administrative Customer Service Supervisor
Charter Communications
10.2019 - 03.2021
Customer Service Supervisor
Charter Communications
12.2016 - 10.2019
Team Lead, Customer Service
Charter Communications, Time Warner Cable
12.2015 - 12.2016
Customer Service Representative
Charter Communications, Time Warner Cable
03.2014 - 12.2015
Bachelor of Arts - Sociology
University At Albany
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