ELIZABETH D. FRENCH
President and CEO
lfrench@csr-net.com

As Owner and Chief Executive, Liz French has led the CSR, Inc. team of quality assurance consultants since 1992. Her focus spans a wide range – from strategic direction to ensuring that operational goals and quality are achieved for every client. Prior to CSR Inc., Liz was with HBO for ten years where in addition to her responsibilities as Regional Director of Affiliate Sales and Marketing, she also hired and led the point-of-sale team (Retail Sales Executives) for the Mid-Atlantic region. Throughout her ten years at HBO, Liz was also assigned to several new product launches such as Comedy Central and Festival.


Liz began her career with ATC (predecessor to Time Warner Cable) in Public Access/Local Origination in Reading, PA. After Reading, she was responsible for Franchising for ATC throughout the Mid-West. Liz served on the National Board of WICT from 1986-1989 and held several positions at the local level including Chapter President. She has also been an active member of CTAM for over 20 years.


Liz has a B.S. in Communications/Radio, Television and Film from Temple University and is a graduate of the University of Pennsylvania, Wharton Management Program.


JANET L. DEARMOND
Vice President of Quality, Training and Development
jdearmond@csr-net.com


Janet returns to CSR Inc. after a three year absence to assist the company in the areas of quality management, performance assessment and training development. Janet brings back twenty-five years of customer service, marketing, sales, operations and management experience, and a fresh perspective on customer service and sales strategies. Prior to her original time at CSR Inc., Janet spent her first ten years working in senior management positions for a number of cable television operators, including Comcast.

As founder of CSR Inc., Janet developed a wide array of programs for our clients designed to increase viewership and penetration of their products, and to provide world-class customer service. During this original tenure at CSR Inc., Janet's strong leadership and entrepreneurial skills helped earn the company recognition twice from the Wharton Business Development Center and the Philadelphia Business Journal as one of the fastest growing privately held companies in the Philadelphia region.

During her three year stint away from CSR Inc., Janet consulted in the executive search industry, as well as with small start up companies helping them develop and implement marketing campaigns to grow their businesses.


KATHLEEN J. BANCO
Vice President, New Business Development
kbanco@csr-net.com


Kathy is a cable television industry veteran with 25 years of experience. She focuses on new business development and marketing. Prior to joining CSR Inc. in February of 2006, Kathy spent the last 15 years at Comcast. She was the Area Director of Sales and Marketing for the City of Philadelphia where she was the department head. Prior to that, Kathy spent 5 years as the sales and marketing manager for Comcast Cable in Willingboro, New Jersey.


Earlier in her career, Kathy was General Manager of The Cable Connection Magazine in Atlantic County New Jersey, part of the publishing division of Capital Cities/ABC. She also worked in marketing and affiliate relations in Houston, Texas, for Showtime Networks and Home Sports Entertainment (predecessor to Fox Sports Southwest). Kathy began her career in the cable industry in the early 80’s. She started out going door-to-door selling cable TV subscriptions in Houston,Texas.


Kathy has been active member in CTAM and WICT in addition to being the former president of the Delaware Valley Cable Council. Kathy graduated with a B.A. in Journalism from Duquesne University in Pittsburgh, PA.


SHERRY LUCE
Director of Operations
sluce@csr-net.com


Sherry Luce has been on the CSR Inc. management team for over 6 years and manages the day-to-day operations. She leads the team of callers and evaluators and oversees the logistics of the entire client project process. Her focus is call scheduling, data preparation, HR, client communication and website reporting. Prior to joining CSR Inc., Sherry spent 13 years in call center management for customer service and collections in the telecommunications industry.


Callers
Though we all have a great deal of experience talking to customer service representatives to manage our daily lives, this common experience does not qualify us to become a mystery caller. Mystery calling requires composure, quick thinking, sharp attention to details, and superior listening skills. At CSR Inc. we recognize the importance of training and educating our calling team to ensure that they are well-equipped to handle every call with confidence —while sounding as natural as possible. This balance enables our calls to go undetected by your frontline and provides you with meaningful results.


CSR Inc. mystery callers do not operate from a call-center. They are trained professionals who can operate virtually from their own homes. Thus, background noise will never be that of a fellow caller, but instead real world white noise - a barking dog, a television, a lawnmower, a child’s voice. Still, realism is only half the battle. Training is critical. Prior to taking to the phones, our callers are instructed in mystery calling best practices. Through monitoring, role playing, and one-on-one coaching they are taught to step outside themselves and into the shoes of another customer. On-going training and internal quality assurance ensures that our callers always sound fresh, while understanding the subtleties of every project to which they are assigned.


Evaluators
In order to provide meaningful results it is imperative that all scoring is accurate and consistent. To make this possible, we rely on a staff of evaluators who understand the value and importance of their work. Our college-educated team of professional evaluators is committed to providing our clients with the information they need. Dedicated to a very limited number of projects at any one time, they are able to focus on the specifics of the assignment at hand and deliver accurate scoring and insightful comments.


Our evaluators receive rigorous, one-on-one training on every project they assume. And after initial, upfront instruction, our quality control process demands that our evaluators be committed to ongoing learning. Monthly calibration sessions and regular peer review require that evaluators be open to scrutiny of themselves and their team members, which fosters even greater dedication to the product that they deliver.