VP, Customer Care - NYC Time Warner Cable
As Vice President of Customer Care for Time Warner Cable’s New York City Region, Imani Breaker is responsible for a staff of 1000 employees serving 1.4 million customers in voice, data and video.
Ms. Breaker’s extraordinary career includes 20 years of experience with three major cable operators: Media One, Comcast and presently, Time Warner Cable. Before joining Time Warner Cable in New York City, she served as Customer Care Director in the company’s Pac West Market where she managed contact centers for Care, Sales and Retention with 500+ employees serving 570K customers. Prior to that, she managed Comcast’s mid-size Maryland based unit and rose to oversee their Hollywood, California operation, a call center responsible for twice the customer base.
Since being named to her current position in 2009, Ms. Breaker has helped drive regionalization for the NYC Market call centers by streamlining department processes and procedures. Over the last 6 years, she has led the team’s performance to a more customer-centric view and focused on the development of leaders in the department to help build a better organization.
Ms. Breaker believes education is key to a successful career. She received a Bachelor of Arts degree in Political Science from Southern Illinois University. She also adopts and mentors every year a class of Pre-K children through a monthly Skype session, instilling in them the value of knowledge, technology, and travel. Through the 5 years with Mrs. Stewart’s scholars, they have visited several countries, attended several museums, and learned several poems.
She is a member of NAMIC and WICT and was honored in 2010 as one of NAMIC’s Next Generation Leaders. She also was recognized by the Harlem YMCA as a Black Achiever in Industry (BAI) and has assisted the organization in providing scholarships to Rising Freshman college students. In addition, she is an executive member of BBEN, the employee resource group for NYC persons of color, for which Ms. Breaker helped to develop and launch. She has helped to organize mentoring and networking events for the network.
Ms. Breaker lives in NYC with her faithful pup, Biggie the Notorious P.U.G.