What do you do?
I manage a product support and provisioning center. We see ourselves as the front line to our customer base. If there’s an issue or problem with our service, our team is the first to respond. We’re kind of like the first responders for our customer base.
What would surprise your customers to know about Neustar?
I think they would be surprised to know that there is a company that is always thinking and brainstorming on how to provide them different services, how to exceed their expectations, and how to provide them the premium service that they expect—because as consumers, we expect a lot.
So some of your customers are the carriers. Do you get to put phone company people on hold?
Ha! No! We really try to focus on making sure that our customers are happy, so whether it be response time—answering a call within ten seconds 90 percent of the time—or increasing our QA scores, the customer is everything and our response is fast and accurate…we have to be.
How do you measure success?
We have at least 10 to 15 different metrics that we keep track of. I’m most proud of our customer support center. We have not missed a metric in three-plus years and that is well above industry standards. This year, we haven’t dropped a call, in the whole year. You’re talking about thousands upon thousands of calls that we take in a month, and we have not abandoned a single call.
One of the great questions for businesses is whether they prefer to be loved or needed. People need a telephone number, but do people actually love their phone number?
Phone numbers are really personal identifiers. Once you have a phone number, your friends program it into their address book. If you change your phone number, nobody is going to be able to find you. In North America, we are really lucky to have a porting system that allows you to walk into a phone store, change your carrier, and within minutes walk out with the latest smartphone matched with your phone number. It doesn’t happen quite like that in any other country. And of course, a big reason why it happens so smoothly is because of Neustar.
Not one this year?
Nope. Not one.
What do you do to blow off steam?
I’m a new mommy, so… I have a 21-month old, he’s almost two. So in between traveling, I’m spending time with my little one. Right now we’re in the middle of swimming and “Mommy and Me” gymnastics, so I try to keep my little one busy—he’s got lots of energy.
Who’s more demanding, your customers or your toddler?
My little one, without a doubt! My customers can understand. For my little one it’s all about what he wants, when he wants it, right now! But he told me, “I love you Mommy, I love you Mommy,” a couple weeks ago, so it’s worth it.