Leveraging Customer Experience
Yearbook 2021

Our IA community includes participants from more than 20 industry organizations and dozens of departments and skillsets. What these people all have in common is the desire to make a difference in their organizations – to drive change and add value. Please check out our yearbook to see which of your peers has earned the label intrapreneur! We hope to see you in future classes.

A course to enable leaders to deliver excellence in customer experience. Senior Fellows and CX experts Drs. Charles Patti, Ron Rizzuto, and Maria van Dessel help participants develop creative and innovative solutions to the challenges of designing and delivering on the customer experience promise. The course is built around six core topics that lead to the execution of a CX audit of of the participant’s organization.

September – October   2021

  • Angie Burris, Sr. Director of Customer Experience, GCI
  • Angie Burris
    Senior Director
    Sr. Director
    Customer Experience
    GCI
  • Tom Butler, Senior Manager, Customer Experience, Mediacom
  • Tom Butler
    Senior Manager
    Customer Experience
    Mediacom
  • Gibbs Jones, Customer Experience Executive, ARCpoint Labs
  • Gibbs Jones
    Customer Experience Executive
    ARCpoint Labs
  • Leeanna Lim, Director Customer Experience, Cox Communications
  • Leeanna Lim
    Director Customer Experience
    Cox Communications
  • Michael Millington, Strategic Initiatives and Planning for Customer & Employee Tools, Comcast
  • Michael Millington
    Strategic Initiatives and Planning for Customer & Employee Tools
    Comcast
  • Furqan Saadat, Analyst Digital Service and CX, Charter Communications
  • Furqan Saadat
    Analyst Digital Service and CX
    Charter Communications
  • Nicole Wininger, Director of Customer Care Operations, Blue Ridge Communications
  • Nicole Wininger
    Director
    Customer Care Operations
    Blue Ridge Communications

Mohib Ahmad

Mohib Ahmad, Sr. Director, Digital Marketing,Sr. Director, CTAM
Sr. Director
CTAM

Mohib leads digital marketing strategy and execution for a national mover campaign for the 12 biggest MSOs in the U.S. As part of that role, he also oversees UX for the SmartMove website and associated web assets. He helps manage an industry positioning initiative on behalf of the cable operators and programmers.

Mohib has had more than eight years in the cable industry. He started as the director of digital marketing at CTAM in 2013.

Mohib is one of those rare pre-COVID WFH employees. He has been working remotely for CTAM for over three years now. He was previously based in Austin, TX and recently moved to the Dallas area with his wife and two toddlers. His background is engineering (India) and management (Oregon State), and his interests include travel and photography. You can check out his photography at www.mohibahmad.com.

Jeremy Andrepont

Jeremy Andrepont, Process Manager, Cox Communications
Process Manager
Cox Communications

Jeremy Andrepont is a Process Manager at Cox responsible for developing new strategies and processes to improve customer and agent experiences related to billing and payments.

Before this role, he served five years as a Customer Care Account Services agent and five years as a Customer Care Account Services Supervisor. In his current role, he serves as a subject matter expert to plan, design, and implement processes and programs such as Order Confirmation, agent desktop tool development, customer privacy initiatives, and credit adjustment policy.

Jeremy holds a Bachelor of Arts degree in Public Relations, enjoys playing video games, and is known for his love of Apple and Tesla.

Mitch Arnevik

Mitch Arnevik, Senior Director Customer Experience, Mediacom
Senior Director Customer Experience
Mediacom

Mitch has been working in contact center environments since 1998. He started his career in a technical support position with a paging company called Metrocall and then worked in banking customer support with Amsouth for several years.

Mitch joined Mediacom in 2006 as an Internet Support Rep and held a variety of progressive leadership positions between 2007 and 2012. He accepted his current role as Director of Customer Service in 2012 and currently provides oversight for five call center locations across the organization. He works out of the Gulf Breeze, FL office and has lived in Pensacola, FL since 1998.

Mitch has three boys that occupy the majority of his time. His oldest just started his freshman year at the University of West Florida and he has twin 10 year old boys at home. All three are heavily engaged in competitive travel soccer, so he spends 2-3 weekends a month traveling around the southeast to various event locations. In his free time he spends as much time as possible fishing the waters off the gulf coast of Florida or on a local golf course.

Angie Burris

Angie Burris, Sr. Director of Customer Experience, GCI
Sr. Director of Customer Experience
GCI

As the Sr. Director of Customer Experience at GCI Angie focuses on developing and driving enterprise processes that improve the overall customer experience and help achieve the company’s financial goals. They lovingly call the CX team the “department of facilitation of collaboration.” This means that we are responsible for problem solving and strategic planning across the organization.

Angie has been with GCI for almost eight years. She started out as a strategic account manager in their wireless team and moved to business marketing. She led the business process mapping and user acceptance testing for GCI’s Polaris project, which consolidated multiple billing systems into one in 2017. That role led her to GCI’s CX team, which is where she tackles interesting challenges and problems every day.

Angie lives in a tiny town in Alaska with her husband and their two chocolate labs. She loves winter and is an avid snow machiner (snow mobiler if you are not from Alaska) and gets out almost every weekend. If she’s not on her sled, she’s probably on her skis.

Tom Butler

Tom Butler, Senior Manager, Customer Experience, Mediacom
Senior Manager, Customer Experience
Mediacom

Tom manages a small CX team and has ownership over all of Mediacom’s self-care assets (Support Site, Mobile App, and digital assistant Molli), as well as internal agent-facing tools. His team also jointly manages their recently refreshed ecommerce site with the digital marketing team. They project manage improvements across these channels internally and with development partners.

Tom is coming up on two years in the industry, coming off of ten years in the commercial manufacturing space. He started in a customer service role in his past life, and within two years moved into project and systems management, then moved into a business analyst/operations role following a series of acquisitions by the company.

Tom graduated with a communication degree in 2008, is a lifelong wrestling fan, and he and his wife have twin boys who just turned 3 in July (with a baby girl on the way in November).

Summer Cancilliere

Summer Cancilliere, Operations Training, Sparklight
Operations Training
Sparklight

Summer Cancilliere is in Operations Training for Sparklight. Summer’s pronouns are She/Her. Her scope of support is facilitating classes, content design and implement/changing training materials and policies, as well as meetings with stakeholders weekly for stratification.

Her Journey began as a temp for the company moving to permanent as a frontline associate taking call inquires. She worked her way up from front line to a lead then to an operations trainer. Summer has been with Sparklight for 11 years.

Outside of work her hobbies are traveling & exploring new places and fashion & shopping. Summer has a 24-year-old son.

Thiago Cavalieri

Thiago Cavalieri, Product Evolution, Claro Brasil
Product Evolution
Claro Brasil

Thiago is currently with the digital presence group at Claro. In this role, he is in charge of the digital product evolution governance, making sure the product managers, product owners and agile product teams have access and are working with the right frameworks, processes and tools for discovery, product design and product management, assessing the business results and counseling them with regards to roadmaps and short-term solutions.

Thiago is also the product manager for the onboarding and authentication journey in Claro apps and web sites.

Thiago graduated in with a degree in electricity engineering, and has worked 16 years serving the cable and communications industry as a management consultant with Accenture and as a product manager with NET and, later, Claro.

Natali Garcia

Natali Garcia, CX Lead, Claro Brasil
CX Lead
Claro Brasil

Thiago is currently with the digital presence group at Claro. In this role, he is in charge of the digital product evolution governance, making sure the product managers, product owners and agile product teams have access and are working with the right frameworks, processes and tools for discovery, product design and product management, assessing the business results and counseling them with regards to roadmaps and short-term solutions.

Thiago is also the product manager for the onboarding and authentication journey in Claro apps and web sites.

Thiago graduated in with a degree in electricity engineering, and has worked 16 years serving the cable and communications industry as a management consultant with Accenture and as a product manager with NET and, later, Claro.

Stephenie Hoehndorf

Stephenie Hoehndorf, Director, Customer Experience, CableLabs
Director, Customer Experience
CableLabs

As the Director of Customer Experience for the CableLabs family of companies, Stephenie oversees the customer engagement strategy, program development, performance measurements, design thinking, cross-functional collaboration, and execution of continual improvement initiatives.

While Stephenie has always had a “customer-first” approach in her career, she adopted Customer Experience as the foundation of her practice when she was first introduced to the NPS methodology. As one of the first 150 people in the world to become NPS certified by the founders of the methodology, Stephenie knew that this was the path needed to drive technology companies forward. In addition to creating nearly a dozen CX programs from scratch, Stephenie has served as a featured speaker and panelist at numerous customer centric events, her work has been featured in case studies and recognized by industry leaders, and she was the founder of the first CX outsourcing firm.

Although she grew up and started her career in Northern Virginia, Stephenie is a proud resident of Colorado with her husband, son, 2 dogs, and a lizard. She spends her free time gardening, hiking, and practicing Taekwondo as a 1st degree black belt, with her eye on achieving a 2nd degree black belt in 2022.

Alicia Hughart

Alicia Hughart, Director of Marketing and Project Management, Blue Ridge
Director of Marketing and Project Management
Blue Ridge

In this role, Alicia wears many hats, but her primary responsibilities include overseeing all of our marketing efforts (digital and traditional), maintaining their company website and social media presence, planning the sales calendar, coordinating company and community events, managing internal and external communications, and coordinating all major product launches, service updates, and policy changes company wide.

She has been with Blue Ridge for over nine years, starting as a customer service representative in the collections department. After a year, she transitioned into the training department where many years were spent teaching, learning, and gaining valuable experience until one day her path led her into the world of project management and marketing.

Outside of the office, Alicia enjoys spending time with her family, coaching soccer, traveling, visiting zoos/aquariums, and enjoying the outdoors. She is married to her husband Matthew with two children, Avery 5 and Hailey 10, and they have a snuggly pit-bull named Blue. She has a bachelor’s degree in elementary education from Kutztown University.

Crystal Jackson

Crystal Jackson, Customer Experience Manager, GCI
Customer Experience Manager
GCI

As a GCI Customer Experience Manager, Crystal is the business owner for GCI’s new Voice of the Customer platform rolling out by end of 2021. She is the subject matter expert on all things feedback-survey related, and is project manager for GCI’s diversity, equity, and inclusion (DEI) initiative. They also like to call their small team the “department of facilitation” which requires quick action and collaboration with cross-functional teams in response to customer experience needs, such as customer notifications.

Her journey started in an Alaska Native tribal healthcare facility as a process improvement specialist focused on customer-owners, and she worked on enterprise projects as well as supported the organizational success in the Malcolm Baldrige quality award. Crystal enjoys painting, beading, playing hockey, and anything related to The Office TV show.

Gibbs Jones

Gibbs Jones, Customer Experience Executive, ARCpoint Labs
Customer Experience Executive
ARCpoint Labs

Gibbs is a customer experience executive with over 25 years of customer experience leadership and expertise in the design, optimization and implementation of customer contact operations. Gibbs has combined skill in the human and technology side of customer contact operations, including the procurement and installation of ACD equipment, workforce management and CRM systems. He has directed the start-up of multiple customer contact operations, with industry expertise in consumer electronics, communications, retail, manufacturing, financial services, banking, and direct sales.

Gibbs has over ten years’ experience in the cable industry. Most recently Gibbs was the senior vice president of customer experience for Suddenlink Communications. Gibbs worked with Suddenlink’s six regional senior vice presidents and the managers of its customer-contact call centers in Arizona, Missouri, North Carolina, Texas, and West Virginia to measure and improve Customer Satisfaction through transactional and relationship Net Promoter Programs and JD Power Research Studies. electronics, communications, retail, manufacturing, financial services, banking, and direct sales.

Additionally, Gibbs has a consulting practice that helps companies improve their customer experience.

Richard Knight

Richard Knight, Performance Manager, Sparklight
Performance Manager
Sparklight

In his current role, Richard is responsible for the billing department’s performance by assisting leaders in setting and executing goals for our key performance indicators and their customer experience.

He has been in the cable industry for six years, starting out as a virtual technical care manager with Sparklight. Prior to that, he was with AT&T for five years as a team manager, which was his introduction to leadership.

As a Kansas City native, Richard is an avid Chiefs fan who enjoys the occasional round of golf and chasing his 2-year-old son, Blaze (aptly named), around the house.

Leeanna Lim

Leeanna Lim, Director Customer Experience, Cox Communications
Director Customer Experience
Cox Communications

Leeanna leads experience strategy for several cross-functional customer journey teams at Cox. She also oversees the enterprise UX strategy team responsible for designing application interfaces that deliver agent and employee needs in line with business and technology requirements.

At the moment, Leeanna is jumping into the deep end of a multi-year digital transformation initiative at Cox where she is excited for the opportunity to deliver meaningful experience change at scale for both customers and employees. Her primary focus is leading large CX/UX vendor teams and aligning organizational and operational resources in delivering on Cox's Experience North Star vision.

Leeanna graduated with a degree in graphic design. Her career has taken a meandering path across multi-media design, interaction design, user experience, with a large portion of it in business consulting. When not at work, Leeanna enjoys life in Atlanta with her two dogs, the occasional escapism cooking adventure, and generally getting outdoors whenever possible.

Andrew Michaletz

Andrew Michaletz, Residential Experience Manager, Midco
Residential Experience Manager
Midco

As Residential Experience Manager, Andrew is responsible for being an advocate for Midco’s customers in internal meetings, serving as a product manager for customer experience.

Andrew joined Midco ~2 months ago. Prior to Midco and the cable industry, he worked for Amcor, the world’s largest flexible packaging company for five years in a variety of roles in engineering, operations management, and product management. He has a bachelor’s degree from the University of Wisconsin in Industrial Engineering and an MBA from the University of Wisconsin – Oshkosh.

Andrew loves playing instruments (piano, trumpet, & guitar) as well as the outdoors (hiking, golf, skiing, snowshoeing). He is married with no kids, and they just moved from Oshkosh, Wisconsin to the Twin Cities.

Michael Millington

Michael Millington, Strategic Initiatives and Planning for Customer & Employee Tools, Comcast
Strategic Initiatives and Planning for
Customer & Employee Tools
Comcast

Michael is responsible for strategic partnerships, cross team planning, budgeting, long range planning, and prioritization. He has been in the industry for 11 years, first as a Consultant at Sand Cherry Associates for seven years focused on Comcast projects and then as an employee in 2018. His role over time has evolved from program and project management (including Agile Project Management) to deployment and now to strategy and planning.

He is originally from Trinidad. Before moving to the US in 2008 to attend Business School at Wharton, UPenn, he had a marketing career at British American Tobacco in the Caribbean and Central America. He moved from Philly to Florida eight years ago. His wife is a pediatrician and started her own practice in 2018. They have two kids, a 13-year old 8th grader and a 9-year old 4th grader.

Michael spends most of his spare time either on the beach, visiting with friends, working out, watching soccer, or playing guitar.

Jessi Tucker

Jessi Tucker, Business Experience Manager, Midco
Business Experience Manager
Midco

Jessi Tucker is a Business Experience Manager at Midco. This role, which Jessi has been in for nine months, is new to Midco. The goal of this role is to drive change that maintains or improves the customer experience while creating operational efficiencies that set us up for success as we continue to grow. Jessi partners with other teams in creating the best possible experience across the entire journey and ensures that the customer experience impact is considered in every major business decision.

Jessi has been with Midco for almost five years and prior to this role she managed Midco’s Business Client Fulfillment team, which coordinated the onboarding of new customers. Prior to Midco she was with Sprint in the Minneapolis area. She started in retail sales and worked her way up to retail management and managed several stores prior to making the move to Sioux Falls.

Jessi is married to her husband Jordan, and they have three kids – ages 6, 5, and 4 – that keep them very busy. They love to be outdoors any season of the year, but especially in the summer. They spend a lot of time at their family cabin in Minnesota. They do almost all water sports – skiing, tubing, wakeboarding, wake surfing, kayaking, etc. They also love to snow ski in the winter and hike any time of the year.

Furqan Saadat

Furqan Saadat, Analyst Digital Service and CX, Charter Communications
Analyst Digital Service and CX
Charter Communications

Furqan has been working with Charter Communications for a little over three years in digital service and customer experience’s billing and paying team. He loves playing and watching soccer and cricket – a huge Real Madrid fan.

Nicole Wininger

Nicole Wininger, Director of Customer Care Operations, Blue Ridge Communications
Director of Customer Care Operations
Blue Ridge Communication

Nicole is responsible for Blue Ridge’s contact center operations (4 locations across Northeastern PA), work force management operations, inbound/outbound sales & retention initiatives, quality assurance & control teams, and overseeing employee onboarding/learning & development strategy. At work her passion is developing future leaders within the organization and being involved in projects related to CX strategy.

She has 18 years’ experience in the Broadband and Cable/Telecommunications industry, proudly wearing the Blue Ridge Colors, since 2004.

Nicole attended Lehigh Carbon Community College (LCCC) for Business Administration. She is a certified professional coach (CPC & ELI-MP) through the Institute of Professional Excellence in Coaching (iPEC). She recently studied for her Lean Six Sigma Master Black Belt Certification through Villanova University. She is a member of both the New York and Philadelphia WICT chapters and participates in The Cable Center’s C5 Program.

She has two sons ages 13 & 8, Two morkie puppies (occasionally spotted attending Zoom meetings), and she’s been with her amazing husband Shaun for 18 years. She enjoys reading and learning new things, crochets when she has time, and absolutely loves to travel, especially going RV camping with her family.

Slide 2 M Patty Bullington

IA provided the launch pad for me to work on an idea I had been noodling on for a few years. IA allowed me to dig in, find a sponsor that would advocate for the project, and deliver a solution that is making a big impact for my organization.

Patty Bullington

Director of Accessibility, Charter;
Driving Innovation Graduate

Slide 2 Jeremy Meissner

Intrapreneurship Academy provided me with tools I still use today in developing and architecting solutions for my company. It also helped me hone my current skills, including how to talk to colleagues clearly and get them involved in finding the best solution.

Jeremy Meissner

Principal Engineer II, Charter Spectrum
Driving Innovation Graduate

Slide 1 Kristin Buchs

This program gave me skills I was able to use immediately in my job.

Kristin Buch

NCTA: The Internet & Television Association
Driving Innovation Graduate

Slide 2 M Del Velcchio

Initially when I came here I thought innovation only was related to technology and products. So, learning about the process and a new way of doing things I think was the best takeaway for me.

Monica Lena Del Velcchio

Liberty Latin America
Driving Innovation Graduate

Slide 3 Adam Eng

The tools that you learn through this course drastically changed my approach to innovation.

Adam Eng

Comcast
Driving Innovation Graduate

Slide 4 Ubek Ergashev

The biggest thing I learned from this class was the framework around innovation. So many times we think about innovation as this sort of catch-all term and exciting buzzword. But there are concrete skills that you can learn and apply… The things we have learned here have been invaluable in terms of thinking through an idea and seeing it through to execution.

Ubek Ergashev

Machine Q, Comcast, Driving Innovation Graduate

Slide 5 V. Spinosi

It’s practical, it’s realistic, and I think anyone who is thinking about joining should apply… The time is now!

Valerie Spinosi

Comcast
Driving Innovation Graduate

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