|
Terry S. Trout brings more than 25 years of leadership experience to her role as vice president of customer experience for Cbeyond where she champions the customer experience strategically across the organization aligning cross-departmental initiatives to ensure the highest level of customer satisfaction. Through motivation, metrics and mechanics, these initiatives have resulted in a 99-percent monthly customer retention rate and a customer referral rate of greater than 30-percent.
Previously, Ms. Trout was responsible for customer care, service delivery, technical support, collections and operations training. Ms. Trout led the development of CbeyondOnline, an online account management tool that simplifies bill payment and gives customers complete control of their account. She also launched Cbeyond's community service program enabling Cbeyond employees to give back to the communities where they work and live.
Prior to joining Cbeyond, Ms. Trout was vice president of marketing communications for Intermedia Communications, an integrated communications provider. Previously, she was vice president of East Coast operations and corporate marketing for Marcone Appliance Parts Center, the nation's fastest-growing distributor of repair parts. In this role, Ms. Trout helped lead the company's start-up, acquisition and restructuring initiatives.
Ms. Trout is actively involved in a variety of leadership and mentoring activities. She founded Cbeyond's Women's Network, an organization designed to foster professional development for Cbeyond women through a variety of educational sessions and networking events. She hold board positions at The Sullivan Center and with WIT Women in Technology. Additionally, Ms. Trout is a mentor for WEDA (Women's Economic Development Association), and an active associate of the Marist School Communications Committee and her parish, Holy Spirit Catholic Church's, Liturgy Committee.
Ms. Trout was chosen as one of Atlanta Women Magazine's Top 25 Power Women to Watch in 2006, which recognized her contribution to community and leadership activities. She was also a finalist in the Women in Technology (WIT) Woman of the Year award in 2006, and won the award in 2007.
Ms. Trout has a bachelor's degree from Quincy University in Quincy, Illinois, and an MBA from Southern Illinois University. | 