Grant Williams has joined Birch as its vice president of customer care and member of its executive leadership team reporting to Vincent M. Oddo, president and CEO.
Williams will have oversight of the strategic direction of all of the company’s customer service and call centers, which are solely U.S.-located in Emporia, Kan., Macon, Ga. and Atlanta, including its technical support and account management teams. In this role, Williams and his team will work to ensure that Birch delivers seamless customer experience across all product lines and service channels.
“Perfecting our customer’s experience is a constant focus at Birch and I’m confident that Grant’s leadership and operational expertise will move us forward and continue to drive our tradition of award-winning customer service excellence,” said Oddo. “I’ve known Grant for over 15 years and witnessed him excel at delivering superior results to internal and external customers. He knows our products and our business and I’m thrilled that he’s now part of the team.”
Williams is a 20-year telecommunications industry veteran with experience building customer service organizations and supporting current and emerging technologies. Before joining Birch, he served as vice president of customer operations at FusionConnect, where he directed all customer-impacting operations as well as implemented strategic account management teams.
“I’m honored to be part of Birch and looking forward to working with our teams to identify opportunities that will heighten our customers’ success when they interact with our personnel and our products,” said Williams. “My focus for the next several months is two-fold: to leverage cross-training programs that help our team members quickly identify complex issues and expedite time-to-resolution, and to set the foundation for more proactive communication with our customers to provide a quality of service beyond their expectations.”
Williams holds a bachelor’s degree in communications arts from the University of West Florida. He is based out of the company’s Atlanta operations center.