Stephanie Hall serves as the Vice President of Business Services Care for Comcast’s NorthCentral Division. In this newly established role, she is responsible for setting the strategic direction of the Business Class Customer Care operating model which provides post install support to business subscribers across five New England States, Illinois, Indiana, and Michigan. This role ensures developing a holistic Business Services customer support strategy and implementation of a centralized center of excellence focused on maximizing profitability while optimizing performance and the overall customer experience.
Prior to this role, Stephanie was the Vice President of Care Services for the NorthCentral Division of Comcast providing strategic leadership and direction for divisional Customer Care Services, including the functions of ecare, overnight, executive customer care, business operations, quality, and project management. In this role, she led the coordination of customer care integration efforts with newly acquired midwest regions setting a roadmap and action plan for process improvement, technology deployment, and operational change.
Stephanie joined Comcast in 2002 and has held many successive positions within Customer Care leadership as a single regional market grew to a division spanning 6 regional markets. Her primary focus was operational oversight and accountability for all customer contact activity managing the functions of reporting & analysis, workforce management, strategic call routing, communications, coaching and project management.
She has over 20 years of cross industry call center management experience with functional disciplines in customer service, inbound and outbound sales, and technical support. Ten of those years were focused on call center technology and operations most recently in the high tech and communications sectors.
Prior to joining Comcast, she served as the Director of Enterprise Sales Call Center Operations at HP with oversight and accountability for a multi-site 1200 seat contact center operation. In this role, she successively managed the consolidation of three call center sites to two and drove a desktop integration strategy improving sales rep productivity by 23%, increasing the sales lead pipeline by 35% and closed won revenue by $32M.
She is a graduate from Fitchburg State College with a BS in Business Administration/Accounting and has attended numerous courses and seminars on Leadership, Contact Center Management, Process Re-engineering, TQM and Training. She is also a graduate of the Women Unlimited LEAD program.