ATLANTA, April 30, 2015 /PRNewswire/ -- Birch Communications, Inc., ("Birch") a leading provider of communications, network and cloud services to small, mid-sized, enterprise and wholesale businesses nationwide, is pleased to announce that Bill Nowell has joined the company as the new Vice President of Customer Care. In this role, he will be responsible for managing all of the company's call center operations and ensuring a seamless customer service experience.
In making the announcement, Birch's Chief Operating Officer and Executive Vice President, Chris Aversano said, "I'm pleased to announce the appointment of Bill Nowell to the role of VP of Customer Care. Bill's experience managing large call center operations and managing the associated strategies, processes and technologies will help Birch as we continue our growth trend. He will leverage our systems and reporting capabilities to provide even higher levels of customer service to our customers in 2015."
Nowell has extensive experience managing call center operations and has held progressive leadership roles in customer service throughout his career. He comes to Birch most recently having been the Executive Director of Contact Centers for another Atlanta-based company, where he successfully led the strategic planning, development, staffing, management and financial performance of three call center sites across the enterprise. In his new role with Birch, Nowell will be partnering with leaders across the company to identify and develop greater process efficiencies at Birch's three geographically distributed Operation Centers, and he will be based out of the company's Atlanta Operations Center.
Birch's call centers have received numerous recognition and distinction for customer service excellence over the years. In 2014, the company was certified for the third time as a "Center of Excellence" by BenchmarkPortal. This distinction is achieved by only the top 10 percent of call centers benchmarked annually. In this key leadership role, Nowell will continue to deliver Birch's award-winning, 100 percent U.S. based customer service by driving high-performance support teams and accomplishing demanding service goals.
"I am honored to join Birch and very much look forward to working with our talented support teams to continue to enrich the customer experience," said Bill Nowell, Vice President of Customer Care at Birch.
About Birch Communications
Birch Communications, Inc. is a leading nationwide provider of communications, network and cloud services. Recognized for its award-winning customer care, Birch manages a nationwide footprint that services small, mid-sized, enterprise and wholesale businesses. Its industry-leading product portfolio includes: managed communications, broadband, cloud solutions, Metro-Fiber, Metro-Ethernet, unified communications, data center and IT Services. For more information, visit birch.com.