Derek Hearst

Background

About Derek Hearst

With 20 years of experience in the telecommunications industry, I am a senior manager of digital strategy at Lumen Technologies, where I lead the development and implementation of innovative solutions for chat bot and text services. I leverage my skills in call center operations, vendor management, and customer service to optimize the performance, efficiency, and quality of our digital offerings. Previously, I was a contact center manager for CenturyLink, where I oversaw a team of 200+ agents and supervisors and increased the sales conversion rate by 15% and the customer satisfaction score by 10%. I also managed the transition from Embarq to CenturyLink after the acquisition in 2009. My mission is to deliver exceptional digital experiences for our customers and partners, and to support the growth and transformation of Lumen as a global leader in network services. I am passionate about learning new technologies, collaborating with diverse teams, and solving complex challenges.