Karen Hartzell serves as divisional vice president of Customer Care for Comcast’s Northern Division. Karen has divisional oversight and accountability for Comcast’s overall customer care strategy.
In defining and shaping the customer care service organization, Karen has developed key strategies aimed at delivering a superior customer service experience to approximately 2.8 million Comcast subscribers in four New England regions and western Pennsylvania’s Three Rivers region.
In addition, Karen is responsible for ensuring the seamless transition and integration of the Adelphia and Susquehanna Cable customer care operations once both mergers are finalized in 2006.
By making smart, customer-focused business decisions, Karen’s Customer Care organization of more than 2,000 telephone representatives is driving increased customer satisfaction while meeting shareholder value.
Ms. Hartzell earned her Bachelor of Science degree from the University of Massachusetts at Amherst and is a graduate of the Greater Boston Executive Program through the M.I.T. Sloan School of Management.