Director of Operations Support
TEC, Mississippi, United States
Stacey Thomas, serves as Director of Operations Support at TEC, where she leads initiatives focused on customer experience, operational strategy, and broadband service delivery. With deep experience in telecommunications, Stacey works at the intersection of customer operations and network expansion, helping translate infrastructure investment into long-term customer loyalty and sustainable growth.
Throughout her career, Stacey has focused on transforming how broadband providers understand and respond to customer behavior. She has led initiatives to redesign disconnect experiences, develop data-informed retention strategies, and strengthen collaboration between sales, care, and operational teams. Her work emphasizes using real customer insights to improve service delivery, reduce churn, and maximize the long-term value of fiber network expansion.
Stacey is known for bringing a pragmatic yet forward-looking perspective to the conversation around broadband customer loyalty. Her approach centers on transforming organizational processes, empowering frontline teams, and uncovering the truth behind churn. She believes reducing churn requires more than marketing or pricing adjustments. It demands structural alignment across departments, clarity in customer communications, and disciplined follow-up informed by real customer data.
As a speaker, Stacey challenges broadband leaders to treat churn not simply as a symptom, but as a signal. One that reveals opportunities to strengthen network performance, improve customer satisfaction, and build more resilient organizations in an increasingly competitive fiber marketplace.
Winning Customer Loyalty: Proven Strategies to Reduce Churn in Broadband
Sunday, May 17, 2026
4:40 PM - 5:25 PM ET