i'm kathleen mayo and charter's executive vice president of customer operations. i'm here to talk about the significant progress we've made improving the customer experience at charter since the company's 2009 bankruptcy and especially since the change of leadership in 2012. as a result of the history, charter's infrastructure was in serious need of capital investment. the company's financial situation meant they underinvested in repairs which kept the product from performing reliably and they tried to cut costs by outsourcing thousands of customer service jobs overseas. since becoming ceo and brought in a new leadership team we instituted a new playbook for success that included streamlining the video products atting value to the products and delivering the fastest, minimal broadband speeds all at highly competitive prices with the focus on improving customer service. our efforts over the last two years to improve customer service including insourcing customer and service positions creating thousands of americans jobs. we invested significantly in training our em

we have kathleen mayo, customer vice president at charter communications which is responsible for charter's customer care organization. we have the senior vice president of product management for at&t entertainment group, rasesh patel. and we have kathleen sh snyder with white house is senior vice president of operations for dish network where she oversees customer service for all dish and sling tv subscribers nationwide and manages dish's call centers and process improvement operations. again, appreciate you all being with us this morning. we look forward to your testimony. it's the custom of the subcommittee to wear in the witnesses so at this time i ask you all to please stand and raise your right hand. do you all swear that testimony you're about to give before the subcommittee was the truth, the whole truth and nothing but the truth, so help you god? thank you. let the record reflect that each witness answered in the affirmative. all of your written statements will be made part of the record in their entirety. i ask you to keep your oral testimony to five minutes today and we would lik

i'm kathleen mayo and charter's executive vice president of customer operations. i'm here to talk about the significant progress we've made improving the customer experience at charter since the company's 2009 bankruptcy and especially since the change of leadership in 2012. as a result of the history, charter's infrastructure was in serious need of capital investment. the company's financial situation meant they underinvested in repairs which kept the product from performing reliably and they tried to cut costs by outsourcing thousands of customer service jobs overseas. since becoming ceo and brought in a new leadership team we instituted a new playbook for success that included streamlining the video products atting value to the products and delivering the fastest, minimal broadband speeds all at highly competitive prices with the focus on improving customer service. our efforts over the last two years to improve customer service including insourcing customer and service positions creating thousands of americans jobs. we invested significantly in training our em

i'm kathleen mayo and charter's executive vice president of customer operations. i'm here to talk about the significant progress we've made improving the customer experience at charter since the company's 2009 bankruptcy and especially since the change of leadership in 2012. as a result of the history, charter's infrastructure was in serious need of capital investment. the company's financial situation meant they underinvested in repairs which kept the product from performing reliably and they tried to cut costs by outsourcing thousands of customer service jobs overseas. since becoming ceo and brought in a new leadership team we instituted a new playbook for success that included streamlining the video products atting value to the products and delivering the fastest, minimal broadband speeds all at highly competitive prices with the focus on improving customer service. our efforts over the last two years to improve customer service including insourcing customer and service positions creating thousands of americans jobs. we invested significantly in training our em

kathleen mayo, responsible for charter communications customer care organization. rasesh patel with at&t entertainment group, responsible product strategy and development for directv. schneider,hleen senior vice president of operations for dish network where she oversees customer and slingr all dish tv subscribers nationwide and andges dish's call centers business process improvement operations. appreciate y'all being with us morning and look forward to your testimony. it's the custom of the subcommittee to swear in our time i'd so at this ask to you please stand and raise your right hand. do you all swear that the testimony you're about to give before the subcommittee is the truth, the whole truth and nothing but the truth so help you god? you, let the record reflect that each witness answered in the affirmative. of your written statements will be made part of the record their entirety. i ask you to keep oral testimony to five minutes. mr. karinshak, we'd like to hear from you first. portman,shak: chairman member mccaskill and subcommittee. thank you for the oppor