Cheryl Pokoradi has been appointed customer solutions manager at WestStar TV Ltd., a new position created specifically to help improve customer relations.
‘We are working very hard to bring our customers better service,’ Richard Corbin, WestStar operations manager said in a company press release.
‘Cheryl’s task is to help us achieve that goal, and we are delighted to have her on board. Since Hurricane Ivan, we have been tremendously challenged by the demands of re-creating all our records and re-establishing service to thousands of customers. This new position is designed to help improve and streamline processes and procedures while also enhancing our communications with customers.’
Ms Pokoradi joins WestStar from a successful career in management that spans the hospitality, real estate and financial services industries. She is known to island residents in her most recent role as manager/owner of The Verandah Restaurant and Lounge. Prior to this, Ms Pokoradi was with Safehaven Ltd. Corporate Centre.
In her new position, Ms Pokoradi is responsible for implementing new standards and procedures for dealing more effectively with customer service issues, the release says.
‘We’ve been reviewing the entire customer experience from start to finish to see how we can improve our response to customers,’ said Ms Pokoradi.
‘Part of my role will to be to ensure that follow up is thorough and efficient and that we maintain good communications with our customers. Because WestStar is in everyone’s homes, people think we are as big as the utility companies, but we are much smaller and we have far more limited resources, so managing customer expectations is important in these post-Ivan times.’
Richard Corbin provided an update on service restoration, stating, ‘Our crews are continuing to work long hours, including nights and weekends, and we are making good progress re-installing customers. We expect that by early May we will have restored service to all customers who were ready, meaning those who had met the requirements of a working TV, electricity and a roof that is in good repair. This should help to shorten wait times for the next customers as they become ready for re-installation.’