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Paula Kruger joined Qwest Communications as executive vice president of the mass markets group in September 2003. Ms. Kruger is responsible for the company’s sales and service channels for residential and small-business customers including call centers, retail stores and partnerships, e-commerce, community development partners, and other strategic corporate partners.
The 8,000-person team helps customers choose Qwest’s digital voice, broadband, wireless and video services, and also oversees collections and directory assistance services. With annual revenues of more than $6 billion, the mass markets business unit is focused on retaining and growing its customer base through an excellent sales and service experience.
Formerly president of customer relationship management at EDS, Ms. Kruger oversaw a $1 billion operation with 10,000 employees and 35 contact centers. In addition to responsibility for call center outsourcing, customer relationship management at EDS included distribution and fulfillment, business intelligence and warranty services.
In addition to her EDS experience, she has more than 20 years of operational experience in large and medium-sized businesses, including American Express, Citibank and CableVision. Her experience includes strategic planning and implementation for large call centers and operations that specialize in improving customer relationship management as well as establishing processes and policies that foster world-class customer service.
Ms. Kruger earned a bachelor of arts degree in business administration from the C.W. Post Campus of Long Island University (LIU) in New York, and an M.B.A. from LIU’s College of Management.
She has been active in the communities where she has lived, including serving on the board of directors for the Water Tower Theater, a regional theater company in Dallas. She also served on the human resources committee for Girls, Inc., a national non-profit youth organization dedicated to inspiring all girls to be themselves.
She currently serves on the board of Technology Solutions Corporation, headquartered in Chicago, as well as the leader of Qwest’s online safety program. The Qwest program, which is based at incredibleinternet.com, has a mission to keep families safer on the Internet through local education initiatives and national awareness. | 