Manager, Customer Service Strategy & Operations, Comcast Cable

Recently promoted, Spellman collaborates with teams across Comcast to ensure an ever-heightened customer experience. He supported the launch of the X1 repair center of excellence as a lead customer experience agent, providing support and training for new hires. In his new role he continues to add responsibilities, including oversight of key aspects and personnel in the company’s Centers of Excellence for Video, High Speed Data and Phone. Among his mantras: Failure is not an option. “There is no such thing as failure; either you succeed, or you learn something and grow from it.”

 

What is the best advice you’ve ever gotten?

“Every day is an interview.” This advice was given to me early in my career and has stuck with me every step of the way. I’ve noticed through my different positions that it’s not only about the interview itself, but how you are perceived by others in the company. Prior to any interview you take, others are already forming an opinion of you and determining how well you are performing in your current role before they would consider you for a new position. Therefore, always put your best foot forward and treat every day like an interview.

 

Who has been your biggest mentor and why?

It’s hard to name just one mentor since I’ve had so many throughout my career, but if I had to name the most impactful one it would be my current Director and longtime Mentor, Joey Pickett. She has really helped guide me through several obstacles in my career and no matter how difficult it has been, she never gave up on me. Joey taught me how to be strategic in my approach, which has gotten me through some of the toughest decisions I’ve had to make. I am very fortunate to have a leader that will help celebrate my successes, provide direct guidance when I’m wrong, and help develop me into what I’ve become today. I can’t say this enough, but thank you!

 

What three things make you most successful?

Presentation is key: You never get a second chance to make a first impression. This ties into everything from how you look/dress to how you communicate. As mentioned above, every day is an interview and you never know who you’re making an impression on or what message you are sending to that person. Show up: This means 2 things in my opinion. The first is attendance; you can have the best quality of work in the entire company, but if you don’t come to work it’s really hard to make an impact. The second is a more figurative interpretation, but my sports fans probably recognize the term “Put on your Game Face”. When you come to work, show up to make an impact. Failure is not an option: There is no such thing as failure; either you succeed, or you learn something and grow from it.

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