Tolva has transformed Charter’s customer service establishment into something enviable. She has spearheaded the creation and launch of digital self-service tools, allowing broadband-only customers to easily add streaming apps to their Spectrum plans or for video customers to upgrade to commercial-free streaming. Her Transforming Reliability Experience team dives into the heart of any issue interfering with the customer experience, restoring service and brainstorming creative solutions to prevent a problem’s reoccurrence.
What advice would you give young women entering the business world today? Invest in building your “work village”—which can be comprised of people from any part of the organization. This network can become a powerful source of encouragement and constructive feedback, living outside organizational hierarchy.
How do you personally define “powerful” in the workplace today? While power can be assigned to a single person by title or position, the most powerful workplace dynamic that I’ve experienced is being part of a group, regardless of organizational structure, brought together to align around a common outcome, and working to achieve a goal. This group can generate momentum and become a force… that’s powerful!