>> So I went to undergraduate, I went to Villanova University.
I graduated-- graduated with a BS in business administration with a concentration
in marketing, and my first job out of Villanova was with Verizon,
actually, as a management trainee.
And as management trainee you have various rotational assignments,
and so I had that opportunity early on to get into the call center as a supervisor.
And that's where I had my team of fifteen call center agents.
While I worked I applied and got into University of Pennsylvania and got a Master
of Science in Organizational Dynamics.
And I got that, I think I finished in 2006.
And that was really more of a-- based on my career experience, it really was my icing
on the cake to help me better understand some
of the human performance elements of-- of-- of leadership.
So I-- I'm so glad I did that.
And I really, I-- I was with Comcast when I finished and got that degree.
When I first got to Comcast in 2000 I was a Director of Customer Sciences.
And what that was, yes, exactly.
I get that strange look when I say that.
But what it is is looking at the metrics associated with customer operations.
So, keep in mind I'd already run large operations and so I came to Comcast
in a strategic role here at headquarters, and looked at building--
putting in systems in order to measure the operation's performance.
So, working with external survey companies in order to set up a process
for surveying our customers regularly,
to understand what we can do better, what we do well.