John Birrer joined Charter Communications as Senior Vice President of Customer
Experience in January 2011. Birrer is a member of Charter's Senior Executive team.
In this role, he oversees more than 8,000 Customer Advisors, delivers 55 percent
of the company's sales, and is responsible for creation of a best-in-class in-home
experience with Charter's 8,200 technical repair representatives.
In less 2 years, Birrer has led Charter to a 100% improvement in Net Promoter
Score, reduced churn by more than 40 basis points, and has driven improvements in
Charter's results in the Forrester Research Customer Index.
Prior to joining Charter, Birrer was Senior Vice President of Customer Loyalty
and Customer Service with T-Mobile USA. He was the senior member of the leadership
team that guided T-Mobile to an unprecedented highest ranking in 10 J.D Power &
Associates Wireless Customer Care Performance Studies. Birrer has more than 23 years
of customer service experience, including seven years on IBM's World Wide Call Center
Operations team, and seven years with MCI Telecommunications.