As the Care Applications Manager for Time Warner Cable’s Enterprise Customer Care, Desiree Lee is the business owner for an agent-facing application. This responsibility includes leading the advisory committee, indirect oversight of the application’s budget, managing business requirements gathering, leading collaborative decision-making between various departments, and managing user acceptance testing. Additionally, through partnership with her counterparts, she manages various internal websites to track progress of application releases and support processes developed within the governance structure.
Desiree Lee’s career began in the summer of 2000 working at Adelphia Communications as a Customer Service Representative (CSR). In the past 13 years, she has had a variety of roles including handling escalated customer calls, creating/delivering training materials, web content management, and organizing User Acceptance Testing (UAT) sessions.
While her role shifted over the years and she transitioned from Adelphia Communications to Time Warner Cable, she continued her education. In the spring of 2010, Desiree graduated from Buffalo State College with a BA in Public Communications.
Desiree resides in Buffalo, NY with her husband and 2-year old son. In her spare time, she enjoys traveling and working on websites to promote her family’s small businesses.