Dawn Callahan currently serves as Sr. Director of Marketing for the Los Angeles division of Time Warner Cable. In this role, Dawn is responsible for persuading consumers that they really, really need Digital Cable, High-Speed Internet, HDTV, Premium networks, DVR, Video On Demand, Wireless Home Networking, Interactive TV, and even Digital Phone. Moreover, she cunningly convinces customers they should keep these services forever and spend their waking hours telling friends and family about the joys of being a Time Warner Cable customer. (For her work in this area, Dawn garnered First Place in the CTAM Retention Case Study competition.) Dawn’s award-winning approach to customer retention centers on one idea: care — not just a marketing idea, but as the way to do business. Dawn was instrumental in launching a division-wide initiative to bring a holistic approach to customer care to Time Warner Cable. The initiative has produced tangible results: increased customer satisfaction scores, lower churn, empowered employees, and a brighter bottom line. The program has served as a pilot for other Time Warner Cable divisions nationwide. In addition, Dawn’s work at Time Warner has received multiple CTAM Mark awards, CTAM Golden Palm Awards, and recognition in the CTAM Digital Case Study competition. Prior to joining Time Warner, Dawn served as a Marketing Manager and Service Quality Improvement Manager for Jones Intercable. As a Marketing Manager, she helped battle one of the first overbuilders in the country (proudly forcing them into extinction), and was also recognized with a CTAM Mark Award for her work in Diversity marketing. As Service Quality Improvement Manager, Dawn helped guide the Oxnard, CA system from sub-standard performance to a top 10 division in one year – an achievement that resulted in her receiving one of Jones Intercable’s highest honors: the IQ Award for Imagination and Quality. Dawn began her career as a writer/producer/director, developing commercials, corporate video, a children’s TV pilot, and yes – even cheesy training films for the United States Navy. Dawn was graduated summa cum laude from Concordia University with an M.B.A., and holds an undergraduate degree from Washington State University. She is active in the Human Rights Campaign and served on the board of directors for the Orange County chapter. Dawn and her partner, Maria, make their home in Los Angeles.
