Nancy Hager is a 20-year veteran of the cable industry with a demonstrated ability to effectively develop and align Customer Care strategies with business objectives in a dynamic environment; specific to communication, project leadership, problem-solving and change management.
Nancy provides strategic planning focusing on operational effectiveness while prioritizing resources across various projects to gain optimal impact for the customer, the company, and the employees. In addition, her scope of responsibilities includes managing the Operations team for the Northeast area specific to Forecasting & Scheduling, Call Control Traffic Analysis, Staffing Requirements and overall Work Force Management.
As Manager of the Customer Advocacy Team, Nancy identifies performance and productivity gaps specific to customer concerns, trends, recurring issues, as well as sales and service opportunities.
Nancy is involved in the industry’s foremost professional organizations, and has been a member of WICT for the last 10 years. In 2007, Nancy was elected to the WICT board of Directors as Director of Professional Development, as well as Vice President Outreach Program for New England SCTE organization. As an active participant in WICT’s career development programs for women, she was among the featured guest speakers at the widely-attended WICT Career Development Workshop in 2006 and 2005 participated as a Mentor for WICT Mentorship Program. She is a graduate of the WICT Executive Development Program.
Nancy was nominated as the Cox Communications Leader of the Year in 2003 and 2012. She currently serves as the 2012 – 2013 WICT New England Chapter President.
Outside of Nancy’s responsibilities at Cox Communications, she is an avid golfer, enjoys bike riding, reading and ice hockey. She is the mother of two adult sons and currently resides with her husband in Warwick, Rhode Island.