Ms. Frager has over 14 years in the cable and telecommunications industry. In the last 13 years she has been involved in operations within customer care including sales, billing, technical support, retention, force management, training, curriculum design, and process management and design.
Ms. Frager holds a Bachelor of Sciences degree in Education from the University of Oklahoma. She spent 14 years in the field of elementary education before entering the telecommunications industry.
In 2000, Ms. Frager began her journey into telecommunications by working at Southwestern Bell Wireless. While there she managed the technical support team and customer escalation team for the Kansas City market. She was instrumental in the collapse and consolidation of that call center into the Lubbock call center. While with Southwestern Bell Wireless/Cingular, Ms. Frager served in the areas of Customer Service Manager, Methods and Processes Manager, and Force Manager responsible for forecasting headcount, employee loss, staffing needs and training for the largest Cingular call center in the nation at the time. She built the Transition Department from the ground up including the curriculum for the transition of new managers and representatives from training to the production floor which is still in use today.
In 2002, Ms. Frager took a management role with Cox Communications as the Call Center Sales manager. She was instrumental in building and staffing a new sales department. Ms. Frager was responsible for building new curriculum for sales training as well as coordinating and managing commission programs for the entire call center. While with Cox Communications, Mrs. Frager has had the responsibility for operations of 100+ employees in Account Services/Billing, Inbound Sales, Customer Retention, and training.
In May of 2006, The West Texas Properties of Cox Communications were divested to Suddenlink Communications. Suddenlink Communications is a top 10 U.S. cable broadband provider supporting the information, communication, and entertainment demands of approximately 1.3 million customers in 17 states from North Carolina to California.
While with Suddenlink Communications, Ms. Frager was Director of Sales and Retention and was responsible for the operation of all inbound sales and customer retention, supporting voice, video, high speed data, and home security. She was responsible for allocating the goals for revenue generating units for all call center departments as well as overseeing the call center commission budget.
She has most recently joined the Time Warner Cable team as a Regional Retention Manager in one of four Centers of Excellence across the organization managing and maintaining customer relationships across all lines of residential services.