Senior Vice President, Marketing, CaptionCall
Q: Please describe your role in the company and why it is important.
A: My role is important because I act as the voice of the customer. My number one responsibility is making sure the company keeps our consumers’ needs top-of-mind and that we remember our purpose is to connect people through communication.
Q: What do you bring to your role that adds value to the company?
A: I have spent my entire career focused on helping brands create emotional connections with customers. While this is executed through marketing analytics and creative campaigns, it has always grounded me to remember it’s not about the product or service you market – it is about the people you serve. Are you improving their lives with what you do? I think this mindset helps me enhance what our team has always done … We improve peoples’ lives with communication.
Q: What does the Americans with Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing?
A: The ADA provides more than access. It provides equality. It levels the playing field so that people who are Deaf and hard-of-hearing can communicate effectively and have the same access to communication services that hearing people have.
Q: Please describe how regulations (the government rules) impact what we do as a company.
A: Regulations are in place to ensure we and other communication services providers are good stewards of government funds. From a marketing standpoint, some of the regulations can be challenging and limit our ability to reach people as easily as we could in a non-regulated industry, but as taxpayers we appreciate the government looking out for U.S. citizens and setting industry controls and standards.
Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?
A: I don’t know American Sign Language (ASL) – yet – and I work with a Deaf team. I realize how isolating it can be to not understand or not be able to communicate in the same language. It has made me realize why sign language interpreters and captions – the services we offer – are critical and why the ADA and government TRS fund is so critical to creating equal communications for all people. To facilitate my communication with my Deaf colleagues, I’ve learned to work with interpreters and captioning agents, and I am starting to learn ASL so I can communicate with all of my team members.
Q: What is the best part of your work?
A: The people! When I interview a consumer and I get to watch their faces light up as they connect with someone they love or can order a pizza by themselves … it warms my heart. Conversations matter, and our services empower so many people to connect to others. I just want to help more people learn about the services our company provides so more faces can light up!