Charlene Keys

Diversity, according to Keys, is still about recognizing, understanding, and accepting differences beyond gender, race and/or ethnicity. She has led the efforts around Enhanced Customer Education, an initiative that trains Time Warner Cable’s technicians to provide additional education to customers during home visits so they can take full advantage of TWC’s products and services—including connecting all in-home wireless devices and education on all TWC apps. When hiring, she looks for candidates who are good communicators and motivators, performanceand action-oriented, positive, decisive and energetic.

What’s the definition of diversity in 2014, and how can the cable industry do better in the area of inclusiveness?

I don’t think that the definition of diversity has changed.  Diversity, in 2014 is still about recognizing, understanding, and accepting differences beyond gender, race and or ethnicity. I think the cable industry has done significant work to ensure that their employees have the opportunity to fully participate in creating business success. There is room for increased inclusion and I am confident that [our] industry will get there.

Who has been your strongest mentor, and why?

My strongest mentor hired me into my first executive assignment.  I am still guided by his words of wisdom and his confidence in my abilities to: lead and inspire, and to analyze and communicate business situations.

What qualities do you look for when making a new hire?

I look for candidates who are good communicators and motivators, performance- and action-oriented, positive, decisive, energetic, and who possess high intelligence and integrity.