Chief Operating Officer
Q: Please describe your role in the company and why it is important.
A: My role as the COO is to oversee the daily operations of Sorenson (VRS) Relay, CaptionCall , and Sorenson Interpreting – their growth and operational performance – as well as product management strategy for the company. I also work with marketing and outreach to ensure we have the overall strategies in place to attain short- and long-term financial and operational goals. Our employees are some of the very best people who provide the best overall services to our Deaf and hard-of-hearing customers. And working with these people is probably the best role that I have!
Q: What do you bring to your role that adds value to the company?
A: I was with this company almost from the onset. I am proud to say that I created a phenomenal team and, together, we basically developed the Relay operations team we have today. In 2010, I used that experience to replicate the same operational setup to help grow the CaptionCall business. So, my role in ensuring we hire the best people to hit our targets is critical.
In addition, I am a firm believer in culture. If the culture is right and you have the right people in place, strategy will easily follow suit.
Q: What does the Americans With Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing?
A: I believe in functional equivalence. Everybody should have a right to communicate in a similar manner. The ADA created a communication standard for people of all abilities. And we have created innovative technology to offer new and innovative ways to communicate. Communication is a major factor in eliminating isolation for many people! I believe access to communication is critical to our society – and to including everyone.
Q: Please describe how regulations (the government rules) impact what we do as a company.
A: Our industry is unique in that we provide essential communication services guaranteed under the ADA. Our industry is overseen by the Federal Communications Commission (FCC). In partnership with the FCC, we are stewards of the service, which is a federally-funded government program. Each day, we strive to deliver quality service to our customers while also following all FCC regulations. We honor the trust our customers place in us by stiving to do both all the time. We take our mission of Connecting Life for our customers very seriously.
Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?
A: Our greatest challenge is responding to the ever-changing dynamics of our industry and predicting how it may change in the future. We want to keep innovating to deliver services and technology that enhance our customers’ lives. Keeping ahead of it is a challenge, but one we take to heart.
Q: What is the best part of your work?
A: Honestly, it’s the people! They are some of the best human beings to work with. And that is why I love working here. We have the best people! Operating within the pandemic restrictions over the past year hindered the growth of our employee relationships. New employees who have joined the company during the past year haven’t really been able to experience our true and thriving culture. Yes, videoconferencing is great, but it’s just not the same as being able to have a good chat with a colleague in person. So, that’s something we look forward to!