Boe Mathewson
Roy,UT
Summary
Management & Leadership:
I have over fifteen years of managerial experience in the areas of call centers, tech support operations, and the hospitality sector. I am highly competent in areas such as team training and motivation, handling operations efficiently, and addressing intricate customer service-related queries. Apart from these qualities, I am highly flexible regarding teamwork in operations, optimizing efficiency and customer satisfaction, dealing with pressure while accomplishing tasks, and encouraging teamwork.
Web Design & Technical Expertise:
In addition to the management expertise I bring to the table, I am an objective-oriented web developer and technical professional who has extensive knowledge in the fields of web design, development, and management. I am well-versed in the design and development of custom and corporate websites that focus on user experience, Search Engine Optimization friendliness, quick loading times, and effective integration of technical solutions such as payment gateways and multimedia. I am also experienced in dealing with scenarios that demand expertise in unique problem-solving and assistance services relating to the development of scaled solutions to improve user experiences.
Overview
19
19
years of professional experience
Work History
Web Developer (Contract / Freelance)
Pay It Forward Realty, LLC / PayItForwardUSA.com
11.2023 - Current
- Built and maintained a custom WordPress website from the ground up, including hand-coded HTML/CSS, responsive layouts, reusable components, and cross-device compatibility.
- Designed all website graphics, images, and logo, establishing a cohesive visual identity and engaging user experience.
- Integrated a secure online payment system and assisted in Facebook advertising campaigns to drive engagement and conversions.
- Optimized UX/UI, performance, SEO, and accessibility, including page speed, Core Web Vitals, mobile-first design, semantic markup, and schema integration.
- Managed ongoing updates, bug fixes, content revisions, and technical troubleshooting, applying front-end optimization and improving site navigation to boost traffic.
- Provided front-end website development using WordPress, Hubspot, and other editing software.
- Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX, and JSON coding.
- Reviewed code for structure, security, and cross-browser/device compatibility, ensuring a scalable and maintainable website architecture.
- Worked closely with the client over a two-year period to design and maintain the website, developing images and content that matched their requested style and branding preferences.
Night Auditor
Westgate Resorts
10.2023 - Current
- Reviewed pending check-ins and payment methods to complete nightly closing procedures accurately.
- Balanced guest accounts and ran daily audit reports to verify financial totals and resolve discrepancies.
- Completed night audit for guest ledgers, closing bank and cash registers, reconciling variances efficiently.
- Entered and maintained guest information in the property management system, including room changes and updates.
- Checked guests in and out during overnight hours while delivering consistent, high-quality customer service.
- Trained employees across multiple shifts on front desk operations, policies, and system usage.
- Created training materials and documentation to support onboarding and ongoing staff development.
- Assisted new management by helping explain roles, procedures, and daily operational duties.
- Printed and distributed operational reports for other departments, including engineering and sales, to support daily workflows.
- Upsold room upgrades, increasing revenue while matching guest needs with available inventory.
- Created and maintained management follow-up reports, tracking key metrics and updating scoreboards similar to management reporting standards (including Westgate-style manager follow-ups).
- Recognized as Employee of the Month multiple times for performance and reliability during first year.
- Collaborated effectively with other front desk agents to ensure smooth shift transitions and consistent service standards.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Front Desk Representative
Holiday Inn Express
02.2020 - 10.2023
- Run many reports to determine occupied and unoccupied rooms.
- Review audit's calculation and compare to bank statement
- Accept calls from customers and help them reserve a room
- Charge fees for third-party bookings and process traces
- Front Desk Duties include guest check-in, service to customers, and key generation
- Security and Maintenance.
- Address room concerns and emergency circumstances.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Transcribed phone messages and relayed to appropriate personnel.
Owner/Operator
DGG
10.2017 - 02.2020
- Replied to multiple customers via email and phone
- Ordered items via the website for customers
- Managed money and stock
- Answer service and customer service questions
- Bought items and managed resell of product
- Proven ability to develop and implement creative solutions to complex problems.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated leadership skills in managing projects from concept to completion.
- Resolved problems, improved operations and provided exceptional service.
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
Supervisor / AAA Insurance Sales /Truck Dispatcher
AAA
06.2018 - 02.2019
- Answer multiple different calls in a fast-paced call center environment
- Navigated multiple system platforms, often quoting dispatching
- Different Battery and Tow vehicles
- Regularly set goals for high paced call center customer service
- Answer service and customer service questions for members
- Selling home and auto insurance to customers
- Edit coverage of insurance
- Proof read documents
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Adhered to all regulations for insurance sales.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
Call Center Representative / Team Lead /Fraud Team Lead
Citi Bank
09.2016 - 10.2017
- Calculating billing and statements over the phone
- Offered Customer service at a high fast –paced call center environment
- Calculating revolving interest and deferred interest balances
- Managing and finding new solutions through data base
- Go over billing Statements and assisting with Fraudulent activity assistance
- Responded to customer requests for products, services, and company information.
- Assisted Team member with problem and processes related to call center duties and calls.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Recommended products to customers, thoroughly explaining details.
- Identified and resolved discrepancies and errors in customer accounts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Took Supervisor Calls
- Followed remote and work from home procedures (hybrid schedule)
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures.
Supervisor
Home Depot Call Center
10.2014 - 09.2016
- Scoring and reviewing my teams calls
- Side by Side coaching's
- Fixing and correcting time card issues for my team
- Set up replacements for Major appliance orders through Website system and store systems
- Sold major appliances using different sales methods
- Used multiple systems to place orders and issue refunds to customers
- Placed inbound and out bound calls to members for customer service needs
- Checked on status reports of orders and delivery’s
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed process controls and metrics for daily management of call center.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Technical Service Supervisor
Teleperformance (Google Project!)
01.2013 - 10.2014
- Before becoming a supervisor did different duties such as Technical service support for Android Phones and Chromebooks
- Helped with Linux based phones
- Scoring and reviewing my teams calls
- Side by Side coaching's
- Fixing and correcting time card issues for my team
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Installed, configured and maintained Android systems and network connections.
- Assisted Customer in a Factory Data Reset
- Assisted in Android phone Technology and functionality
- Assisted with Chromebook Operation and repair
- Assisted in Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone.
Front Desk Office Manager /Operations Assistant
Chateaux At Sliver Lake (Stein Eriksen Lodge)
01.2007 - 01.2013
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Resolved guest complaints by addressing issues with rooms promptly.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Checked guests in out of hotel, made reservations, and processed payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Attended staff meetings and brought issues to attention of upper management.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Developed and implemented promotional strategies to increase occupancy.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Evaluated and promptly resolved lodging facility operational issues.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Implemented successful strategies to increase customer satisfaction.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled end-of-day reports, drawer balance and night audit.
- Worked various shifts, weekends, nights and holidays to provide staff coverage.
Education
Bachelor of Science - Computer Science
Weber State University
Ogden, UT01.2026
High School Diploma - General Studies
Two Rivers High School
Ogden, UT04.2007
Skills
- HTML5, CSS3, JavaScript, PHP, XML
- Front-end & back-end development, responsive/mobile-first design, cross-browser/device compatibility
- WordPress (custom themes, plugin management)
- UI/UX design, wireframing, layout design, typography, color theory, visual hierarchy
- Graphics, image & logo creation, multimedia integration, Adobe Creative Suite (Photoshop, Illustrator, After Effects, Premiere, Animate), Figma, Canva
- SEO, website optimization, Core Web Vitals, accessibility (WCAG compliance), performance tuning
- Hardware installation/configuration (CPU, GPU, RAM, motherboard, cooling systems)
- Power supply & storage configuration (HDD, SSD, NVMe, RAID), BIOS/UEFI setup, OS installation (Windows/Linux)
- Peripheral/device setup, networking, thermal management, benchmarking, overclocking
- Troubleshooting hardware/software issues, system upgrades, component compatibility
- Application deployment, updating, debugging, new feature implementation
- Code review, version control (Git/GitHub), software testing, software documentation
- On-page SEO, schema markup, Google Analytics, website analytics tools
- Social media management, Facebook advertising, content marketing, marketing automation
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote, Publisher, Access)
- Google Drive, digital animation, embedded media
- Team leadership, supervision, mentoring, project management, Agile methodology
- Client communication, requirement gathering, conflict mediation, problem-solving, quality control
- Deadline management, task prioritization, organization, critical thinking
- Public speaking, running meetings, managing special projects
- Regulatory compliance, customer service, oral & written communication
Languages
Mips Assembly
HTML
CSS
Some Java and Java Script
Timeline
Web Developer (Contract / Freelance)
Pay It Forward Realty, LLC / PayItForwardUSA.com
11.2023 - Current
Night Auditor
Westgate Resorts
10.2023 - Current
Front Desk Representative
Holiday Inn Express
02.2020 - 10.2023
Supervisor / AAA Insurance Sales /Truck Dispatcher
AAA
06.2018 - 02.2019
Owner/Operator
DGG
10.2017 - 02.2020
Call Center Representative / Team Lead /Fraud Team Lead
Citi Bank
09.2016 - 10.2017
Supervisor
Home Depot Call Center
10.2014 - 09.2016
Technical Service Supervisor
Teleperformance (Google Project!)
01.2013 - 10.2014
Front Desk Office Manager /Operations Assistant
Chateaux At Sliver Lake (Stein Eriksen Lodge)
01.2007 - 01.2013
Bachelor of Science - Computer Science
Weber State University
High School Diploma - General Studies
Two Rivers High School