Imani Breaker

Telecommunications

Imani Breaker is a leader with passion for developing others and operational excellence. Coaching and developing others is her superpower!

Imani Breaker's Bio:

Imani Breaker is an experienced Contact Center Leader with 20+ years of experience managing centers from the East Coast to the West Coast. She has experience leading large scale centers with 1000+ agents for Care, Sales and Retention. Involved with offshore and off shore contact centers.

Imani Breaker's Experience:

  • Vice President, Customer Care at Comcast

    September 2016 - Present | Philadelphia, PA

    • Manage all aspects of inbound care and retention centers for DE, NJ, and Greater Philadelphia. • Reduced escalations and developed new ways for supervisors to handle escalations • Partner with peers and leaders nationally on corporate initiatives and projects for development and implementation

  • Vice President, Customer Care at Time Warner Cable

    July 2009 - August 2016

    Provide the vision, strategic direction, and tactical implementation to grow Time Warner Cable, New York City Regionalize Call Center functions across centers for standardization and economies of scale Successfully manage relationships with outsource Centers Manage teams through department restructures Partner with peers and leaders nationally on corporate initiatives and projects for development and implementation. Build strong cross-departmental relations to assess needs and provide solutions for functional business units while minimizing impact to Care.

  • Director, Customer Care at Time Warner Cable

    August 2006 - July 2009

    Report directly to Division President and manage inbound contact centers for customer base of 570K customers Responsible for directly managing 3 separate contact centers (Care, Sales, and Retention), with 5 managers, 2 supervisors, and 3 others in centers with 500+ employees. Improved overall customer satisfaction results by 17% from January to December in 2008, through continued focus on the quality experience. Implemented tools to track retention and sales performance. Effective implementation of performance management to hold staff accountable for performance. Able to retain high performers and exit low performers from business P&L responsibility for $35.4 million annually.

  • Manager, Call Center at Comcast

    July 2004 - July 2006

    Managed 250+ seat, 24/7 call center servicing 483K customers, in repair and billing. Focused on revamping the new hire interview process and developing leaders. Developed and implemented several new department policies including customer mistreatment Project managed the integration of calls from smaller care center to Hollywood Call Center. Part of integration team for transfer from Comcast to TWC in the Los Angeles Market

  • Manager, Call Center at Comcast Cable

    June 2000 - June 2004

    Managed 150+-seat 24/7-call center servicing 185,000 subscribers. Manage team of 12 supervisors. Area of concentration focused on CQE, sales performance, retention efforts and leadership development. Provide management support in other call centers when needed.

  • Area Manager, Customer Service - Panama City, FL at Comcast Cable

    June 1999 - July 2000

    Facilitated migration from CSR environment to CAE environment for staff of 17 in a call center servicing 60,000+ customers. Transitioned calls from Dothan, AL system and former Galaxy systems with call center consolidations.

  • Supervisor at MediaOne

    June 1995 - June 1999

    Implemented procedures for newly created Phone Call Center to mirror Video Call Center. Selected as one of 14 to remain with company after downsizing 19 managers/supervisors. Managed cross-functional team of 20+ Customer Care Professionals and Field Service Technicians in two counties, as well as quality agents. Began in 1995 when the company was Continental Cable and started as an Inbound Sales Rep.

Imani Breaker's Education:

  • Southern Illinois University, Carbondale

    1989 – 1992
    BA

  • Lincoln University

    1988 – 1989

  • Zweibruecken

    1986 – 1988

Imani Breaker's Interests & Activities:

I'm a big fan of travel, gardening, broadway shows and live music.