Sr. Director of Field Operations
Q: Please describe your role in the company and why it is important.
A: I currently oversee all the field efforts to install and service our customers. This includes all trainers and their installation and service activities as well as our scheduling team that schedules the installations for our trainers.
Q: What do you bring to your role that adds value to the company?
A: Daily, I focus on different activities that ensure we can serve as many qualified individuals as possible. I am focused on providing the best customer experience possible for our existing and new customers.
Q: What does the Americans With Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing?
A: It provides equal access. Thanks to the ADA, we are able to offer this life-changing service to those who would otherwise be limited in their ability to communicate over the telephone.
Q: Please describe how regulations (the government rules) impact what we do as a company.
A: Compliance starts with me! Our regulations impact everything we do, but it’s something we are used to and focus on daily. Our mission is to provide our service to all qualified individuals who need captioning to effectively communicate over the telephone, and that’s exactly what we are doing.
Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?
A: We have a variety of challenges to overcome on a weekly basis. That’s what makes the job fun. One of the most significant challenges was figuring out the best way to help our customers when the pandemic first hit. With limited access to customers and their homes, we had to pivot and change how we operate in the field. We are still navigating the everchanging environment, but I’m grateful that things have normalized to a large extent.
Q: What is the best part of your work?
A: The people! I love the people I get to work with on a daily basis. Thanks to CaptionCall, I have friends all over the country. I also love interacting with our customers. There’s nothing better than seeing their faces light up or even seeing tears shed when they experience the captioning for the first time. Helping people is what it’s all about.