In one of the most competitive marketplaces in the country, employees under Biava’s leadership have developed a heightened sense of urgency when it comes to serving customers. Fluent in Spanish, he brings years of executive-level business experience—both domestic and international—to his role.“Staying focused on the customers and delivering excellent service to them, and the business will take care of itself,” Biava advises.
What’s your biggest professional accomplishment in the past 12 months?
We’ve seen the performance of the Florida region continue to improve and our customer satisfaction continue to grow. With new training initiatives for our new hires, supervisors and the rest of the employee base that will focus on improving their knowledge and improving customer satisfaction, I’m excited about the next 12 months of results.
Best business advice you’ve received?
Stay focused on the customer and delivering excellent service to them and the business will take care of itself. Manage to the customer experience and your performance metrics will fall in line.
How do you define diversity?
Diversity comes from background, thoughts, beliefs, and shared experience. As minority groups become the majority in the US, diversity will be less about where you were born or what your ethnic heritage is, but instead about how each groups ideas intermingle and maintaining a respect for diverse viewpoints based on your cultural history.
How can cable better support diversity?
The industry should focus more on creating forums where ideas from those with diverse backgrounds can be shared and discussed.
What’s been the biggest story in cable this year?
The consolidation attempts made by multiple companies to remain competitive. The competition around the industry is fierce and coming from every direction. It is critical that Cable continue to innovate and be at the forefront with products like X1, 2 GIG service and enhanced Business Services product offerings.
How do you define success?
Success is being a great father to my kids, an amazing husband to my wife, a caring son and brother, a loyal friend and finishing the day feeling like I made a meaningful positive impact on people’s lives.