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.
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