AT&T Broadband's management reorganization — which resulted in the announced loss of 500 headquarters jobs in Englewood, Colo., last week — also involves some new faces in new places.
Former senior vice president of telephony Kathy Kilstrom has assumed a new role as senior vice president of customer care, under an initiative to improve those services. She'll work with the senior vice presidents of each market on their customer-care issues, as well as on company-wide initiatives.
The MSO has started to hire more customer-service representatives in a number of markets, AT&T Broadband chief operating officer Ron Cooper said last week.
"All of our market senior VPs are looking closely at their customer-care performance, and if it is not where it needs to be, they are developing plans that are specific to each of their markets to address those gaps," Cooper added.
When it comes to those specific improvements, Cooper said, he and Kilstrom will work to determine "what is the right set of standards for the business, and to the extent that we have identified gaps between where we are today and where we want to be, how do we close those gaps? But that is work that is going to take place over the ensuing months."
AT&T has also appointed Trey Smith executive vice president of operations, overseeing systems in Central California, Denver, Los Angeles, the Midwest Region, Pittsburgh, the Rocky Mountain Region and Salt Lake City. Senior vice presidents in those markets will report to him.
Smith, the former senior vice president of operations for Charter Communications Inc.'s Western Division in Denver, will report to Cooper.
In November, AT&T Broadband appointed Kevin Casey executive vice president of operations, overseeing the Atlanta, Dallas, Florida, Portland and Seattle systems.
The MSO also named two regional senior vice presidents. Mary White will take over as senior vice president for the Denver region, replacing Joe Stackhouse, who was recently named senior vice president of the greater Chicago market. She was formerly vice president of operations for AT&T Broadband's Seattle market.
And Ellen Filipiak was named senior vice president for the Florida market. A former MediaOne Group Inc. executive, she was most recently an executive in residence at Pilot House Ventures.