Ian Patterson
Experienced Corporate Leader
West Chester,PA
Summary
Creative, forward thinking, self-driven, and persistent leader attentive to all customer needs while supporting the organization's mission to lead the industry with exemplary products and customer experience. Motivates and educates others with an energetic commitment to quality and a passion for strategic planning, project development, communication, cross-organizational collaboration, and streamlining operations. Proficient in using independent decision-making skills and sound judgment to positively impact organizational success.
Overview
12
12
years of professional experience
Work History
Manager, Digital Performance & Analysis
Comcast
09.2022 - Current
- Builds structural organization, data and impact analysis, and customer-centric communication and containment; facilitating over 40 fixes in Comcast digital environment and ticketing queue exceeding 100 investigations. Streamlining and monitoring quality programs to alleviate overdue compliance activities
- Develop and implement business strategies to achieve business goals and stay competitive
- Inspires and motivates knowledge engineers to be engaged and productive in work.
- Cross-functional collaborator and point of contact for partners in and outside of organization to diagnose and troubleshoot defects in digital platform space and incident management.
- Manage senior-level personnel working in marketing and sales capacities
- Communicated clearly with partners and stakeholders to keep everyone on same page and working toward established business goals.
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions
- Plan, create, test and deploy system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Leverage data and analytics to make informed decisions and drive business improvements
Supervisor, Business Experience
Effectv, A Comcast Company
01.2022 - 09.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Led team committed to process analysis and improvement, change management, project management, customer experience, relations, and partnerships.
- Creator and facilitator of large scale training initiatives for business partners to connect, learn, and share information for more unified enterprise business model. Hosted 200+ trainees multiple times monthly.
- Worked to standardize enterprise-wide consistency in customer interaction and care efforts.
- Developed and implemented customer service policies to enhance satisfaction.
- Collaborated with stakeholders to define project objectives and criteria.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Performed gap analysis to identify areas of improvement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
Supervisor, Content Quality
Effectv, A Comcast Company
04.2017 - 01.2022
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Boosted team performance by developing customer service training materials and conducting service training.
- Solicited customer feedback to identify and improve on areas of weakness.
- Developed and implemented customer service policies to enhance satisfaction.
- Repurposed and optimized existing content for use in different mediums.
- Provided writing support in fast-paced environment for variety of public-facing materials.
Production Coordinator
Comcast Spotlight
01.2013 - 04.2017
- Produced over 5,000 ad units and 25 training videos across 3 unique advertising platforms: Linear (Television), Digital (Online), and Advanced Advertising (Interactive Television).
- Devised and implemented efficient processes for production tracking and project management.
- Supported design, implementation, lifecycle, and change management of business-redefining applications to better track and organize project management.
Master Control Operator
Comcast Spotlight
05.2011 - 01.2013
- Troubleshot issues with digital media to resolve problems quickly to minimize downtime.
- Coordinated with engineers and producers to ensure effective operation of ad-insertion systems.
- Performed quality control duties for on air content.
- Monitored channels for compliance with federal regulations and strict company rules.
- Skilled at working independently and collaboratively in team environment.
Education
Bachelor of Arts - Digital Communications And Media
Temple University
Philadelphia, PA05.2010
Skills
- Process Analysis & Optimization
- Customer Experience Management
- Change Management, Lifecycle Management, End-User Experience Mapping
- Cross-Functional Leadership
- Strategic Planning & Organization
- Communication Execution
- Project Management & Implementation
- Team Leadership
- Organizational Development
- Customer Relationship Management
- Business Planning
- Crisis Management
- Program Optimization
- Cross-Functional Team Management
- Performance Tracking and Evaluations
- Charismatic Leader
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every day of our lives we are on the verge of making those changes that would make all the difference.
Mignon McLaughlin
Timeline
Manager, Digital Performance & Analysis
Comcast
09.2022 - Current
Supervisor, Business Experience
Effectv, A Comcast Company
01.2022 - 09.2022
Supervisor, Content Quality
Effectv, A Comcast Company
04.2017 - 01.2022
Production Coordinator
Comcast Spotlight
01.2013 - 04.2017
Master Control Operator
Comcast Spotlight
05.2011 - 01.2013
Bachelor of Arts - Digital Communications And Media
Temple University
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