Jana is the Senior Vice President, Academic and Industry Outreach. She leads Customer Care Central, an industry executive forum focused on customer care which incorporates a group of initiatives funded by the James M. Cox Endowment for Customer Experience Management.
Additionally, she oversees efforts to advance the cable industry and celebrate cable’s contributions by providing cable professionals and university students an opportunity to interact through the Cable Mavericks Lecture Series.
Jana recently edited a guidebook, along with Seth Arenstein and Drs. Charles Patti and Ron Rizzuto, entitled Customer Experience Management: Lessons and Insights for the Cable Industry, published jointly between The Cable Center and CableFAX. She was also a contributing author.
Jana is a frequent speaker on topics pertaining to customer experience, CSAT and cable industry care innovations.
In April of 2010, she was inducted as a Cable TV Pioneer and she served as Vice President of the Rocky Mountain Chapter of Women in Cable Telecommunications from 2008-2010.
Prior to joining The Cable Center, Jana served as the Vice President of Affiliate Sales, Western Region, for A&E Television Networks where she led the network sales team for sixteen states and two regional offices.
Prior to that, Jana was the Vice President of Operations and Service Fulfillment for Jones Intercable, one of the top ten cable distributors until its acquisition by Comcast in 1999. She led the strategy for deployment of the first national call center for Jones and directed process improvement teams resulting in improved customer service metrics for the company. In her operational role, she was responsible for P&L performance for 13 cable systems and over 300,000 customers.
Jana has a B.S. from the University of Illinois and an MBA from the University of Denver.