Mrs. Frager has over 11 years in the cable and telecommunications industry. In the last 10 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.
In 2000, Mrs. 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 to the Lubbock call center. While with Southwestern Bell Wireless/Cingular, Ms. Frager served in the areas of Customer Service Manager, Methods and Processes Manager, 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, Mrs. 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. Mrs. Frager was responsible for building new curriculum for sales training as well as coordinate and manage commission program for the entire call center. While with Cox, Mrs. Frager has had the responsibility for operations for 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 18 states from North Carolina to California.
Mrs. Frager’s current scope with Suddenlink is the operation of all inbound sales and customer retention, supporting voice, video, high speed data, and most recently home security. She is responsible for allocating the goals for revenue generating units for all call center departments as well as overseeing the call center commission budget. She serves as a subject matter expert to the sales channels within the region.
Mrs. 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.