July 1, 2010

2010 Top OPS Awards: Regional Executive of the Year: Debi Picciolo

Debi Picciolo, Regional VP

Time Warner Cable (Los Angeles)

Think Debi Picciolo is a survivor? She’s only run the sprawling collection of Los Angeles cable systems for 24 years under five corporate owners: Continental, MediaOne, AT&T, Comcast and now Time Warner Cable.

Due to the L.A. system’s history, the market has been a major challenge. It’s the largest system in Picciolo’s 2.6mln-sub portfolio as Regional VP. Her responsibilities include San Diego, Palm Springs and smaller markets in Idaho, Washington, Arizona and Colorado.

In addition to corporate ownership changes, Time Warner Cable didn’t fully consolidate all of Los Angeles into a single system until one year ago. That’s when Picciolo was able to begin a turnaround. One of the region’s systems ranked dead last among Time Warner’s 30 markets in customer satisfaction, Picciolo says.

With key contributions from her executive team and employees, as well as consumer insights, her area became the top performer of the MSO’s six regions for seven months in 2009 in customer service, reducing operating expenses, call volume and truck rolls. It did all this while growing subscriber units.

The trick? Picciolo implemented new call center procedures, surveyed customers on how calls were handled and established better training for agents. She also standardized billing systems, field procedures and sales processes.

She’s quick to deflect credit. "I have an absolutely incredible team, a very strong bench and we have clear expectations," she says.

Employees say she is an in-the-trenches leader who spends time with technicians, installers and call agents to understand their concerns. She frequently travels throughout the system’s footprint to get face time with team members. "I am a firm believer that happy employees equal happy customers. I thoroughly enjoy talking with our employees, listening to what they say, finding out what’s getting in their way and what’s working or not working," she says.

That focus on employee satisfaction really helped. The division began providing laptops and GPS systems for technicians and revamped its annual bonus and performance system to align with performance-based pay strategies, she says.

Besides her operational prowess, Picciolo’s commitment to community is well respected, says Rob Stoddard, NCTA’s SVP of Communications. "When NCTA brought The Cable Show to L.A. this year, Debi instantly and without hesitation committed substantial human and financial resources to support the success of the CableCares public service program and its contribution to community institutions," Stoddard says. "Then she made it a point to appear at community and employee events to signal her strong personal support," he adds. That support helped raise hundreds of thousands of dollars for community causes in LA.

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