CHICAGO, Aug. 29, 2012 (GLOBE NEWSWIRE) -- United States Cellular Corporation (NYSE:USM) has announced that Lynn Costlow will take on the new role of vice president, multi-channel strategy and operations and that Nancy Fratzke will be promoted to vice president, customer care centers, effective September 10.
In the new vice president, multi-channel strategy and operations role, Costlow will lead efforts to strengthen existing channels, create coordination across all channels, and create a seamless and integrated customer experience across all customer-facing channels. She will report to Carter S. Elenz, executive vice president, sales and customer service, and the customer service operations team will continue to report to her while she develops this new role.
"Lynn's past experience positions her to build and guide this new function," said Elenz. "We're making it a priority to be where our customers shop and deliver the best customer experience across all of our customer-facing channels."Costlow joined U.S. Cellular in 2005 as senior director of sales operations and most recently served as vice president, customer service. Prior to her time at U.S. Cellular, she spent eight years in management consulting leading large, cross-functional teams and specializing in program management, system conversion and implementation initiatives. Costlow has a Master of Arts from the University of Tulsa and a Bachelor of Arts in psychology and sociology from Southwestern University in Texas. She resides in Chicago. In her new role as vice president, customer care centers, Fratzke will be responsible for delivering the company's award-winning customer satisfaction strategy at each of the five customer care centers. She will lead the more than 2,000 associates at these care centers and will report to Elenz. "We've always understood that providing exceptional customer service is one of the most important part of what we do, and Nancy ensures that U.S. Cellular associates aim to deliver on this commitment every day at every consumer interaction," says Elenz. "Nancy genuinely cares about each customer and consistently exhibits an unwavering drive to deliver exceptional customer experiences."