DENVER, September 2, 2003 ? Qwest Communications International Inc. (NYSE:Q) today announced the appointment of Paula Kruger as executive vice president of consumer markets. Kruger, who will assume her new role on September 8, will report to Richard C. Notebaert, Qwest chairman and CEO.
Kruger, 53, has more than 20 years operational experience in large and medium-sized businesses, including EDS, Excel Communications, American Express, Citibank and CableVision. She?s been responsible for strategic planning and implementation for large call centers and operations, specializing in improving customer relationship management, and establishing processes and policies that foster world-class customer service.
Most recently she served as president of Customer Relationship Management (CRM) at EDS. CRM is a service line of the EDS? Business Process Outsourcing organization, supporting Fortune 1000 companies with the objective of increasing revenue and profitability for those companies.
?Paula is a great addition to the Qwest leadership team," said Notebaert. "Her operational experience, focus on the customer and results-driven style are a match with Qwest?s Spirit of Service. She?ll build upon the strong foundation that is the Spirit of Service, helping to lead us to the next level in improving the customer experience while driving profitable revenue streams.?
Prior to joining EDS, Kruger served as executive vice president of operations at Excel Communications, where she managed four call centers and approximately 2,000 employees in inbound call centers, customer correspondence and telemarketing. As vice president of customer service operations for American Express, Kruger managed a portfolio with annual billed business of $8 billion and over 21 million accounts. The four service centers she led handled approximately 37 million customer calls and 3 million investigations each year.
Kruger replaces Annette Jacobs who has resigned from Qwest. ?Annette helped establish the framework for continuous improvements in customer service at Qwest,? said Notebaert. ?The significant improvements in customer service we?ve seen over the past year are a tribute to Annette?s leadership and commitment.?
In July, J.D. Power issued its annual rankings for local service. Qwest improved in all 36 attributes tracked by J.D. Power and in all six major components of customer satisfaction ? customer service, image, cost of service, performance and reliability, billing and offerings and promotions. Also in July, Qwest?s own customer satisfaction survey ? the Customer Transaction Survey (CTS), which measures customers' satisfaction with Qwest personnel and their overall service experience ? showed the highest customer satisfaction levels in the past two years.
Qwest Communications International Inc. (NYSE: Q) is a leading provider of voice, video and data services to more than 25 million customers. The company?s 50,000 employees are committed to the ?Spirit of Service? and providing world-class services that exceed customers? expectations for quality, value and reliability. For more information, please visit the Qwest Web site at www.qwest.com.
This release may contain projections and other forward-looking statements that involve risks and uncertainties. These statements may differ materially from actual future events or results. Readers are referred to the documents filed by us with the Securities and Exchange Commission, specifically the most recent reports which identify important risk factors that could cause actual results to differ from those contained in the forward-looking statements, including but not limited to: unanticipated delays in completing the process of our restatement of historical financial statements and related audits; the duration and extent of the current economic downturn in our 14-state local service area, including its effect on our customers and suppliers; the effects of our anticipated restatement of historical financial statements including delays in or restrictions on our ability to access the capital markets or other adverse effects to our business and financial position; our substantial indebtedness, and our inability to complete any efforts to de-lever our balance sheet through asset sales or other transactions; any adverse outcome of the SEC's current investigation into our accounting policies, practices and procedures and certain transactions; any adverse outcome of the current investigation by the U.S. Attorney's office in Denver into certain matters relating to us; adverse results of increased review and scrutiny by Congress, regulatory authorities, media and others (including any internal analyses) of financial reporting issues and practices or otherwise; the failure of our chief executive and chief financial officers to provide certain certifications relating to certain public filings; delays in making required public filings with the SEC; rapid and significant changes in technology and markets; any adverse developments in commercial disputes or legal proceedings, including any adverse outcome of current or future legal proceedings related to matters that are the subject of governmental investigations, and, to the extent not covered by insurance, if any, our inability to satisfy any resulting obligations from funds available to us, if any; our future ability to provide interLATA services within our 14-state local service area; potential fluctuations in quarterly results; volatility of our stock price; intense competition in the markets in which we compete, including the likelihood of certain of our competitors emerging from bankruptcy court protection or otherwise reorganizing their capital structure and competing effectively against us; changes in demand for our products and services; dependence on new product development and acceleration of the deployment of advanced new services, such as broadband data, wireless and video services, which could require substantial expenditure of financial and other resources in excess of contemplated levels; higher than anticipated employee levels, capital expenditures and operating expenses; adverse changes in the regulatory or legislative environment affecting our business; and changes in the outcome of future events from the assumed outcome included in our significant accounting policies.
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