VP, Network Operations Center Charter Communications
Rachael has had an extensive career experience in technology and telecommunications. She began her career at Comcast in their first national call center for High Speed Internet. She then joined the National @Home Outage Team, monitoring the @Home Network and providing Tier 2 technical support to the call center representatives. During her time at Comcast, Rachael also held many roles related to Network Operations including those in Process, Compliance and Operations Support Systems, Training and Development, and Change Management. She was also a part of the original team that created Watchtower, a field outage prediction and detection platform.
Rachael joined Charter in 2016 as a Vice President of Network Operations Center in Austin, TX. In her current role Rachael is responsible for leading teams in the Austin Network Operation Center (NOC) that monitor Charter’s customer facing network to ensure subscribers are receiving a superior customer experience. Her teams shape and execute business processes to identify network events, notify business partners, escalate to fix agents, and drive the events to a swift resolution.
For the first few years, their primary goal was the company integrations following the merger of Charter with Time Warner Cable and Bright House. After successfully completing the NOC mergers, they are now focused on fine tuning the operation, building the skills of their employees and providing superior customer service.
Rachael is a recent graduate of University of Maryland Global Campus with a BS in Management Studies. She was born and raised in Baltimore, Maryland, but currently lives in Austin, Texas.