Comcast promotes customer service czar Herrin, 19 other execs

The promotions of customer service boss Charlie Herrin and video services general manager Matthew Strauss highlighted what was a flurry of 20 executive promotions for Comcast (NASDAQ: CMCSA).

Herrin moved over from his product management position in September to lead Comcast out of a crisis situation in terms of customer service. Under Herrin, who moves to executive VP of customer experience from a senior VP role, Comcast is still struggling to avoid nasty customer service interactions that fuel viral news media.

But Comcast's top executives have thrown their support behind Herrin, who just last week tripled the size of Comcast's social media team to try to get ahead of some of some of the viral news cycles that are pummeling the company's already terrible reputation.

In February, Frank Eliason, the man formerly known as "Comcast Frank" who used to be the MSO's Twitter presence, called for Herrin's role to be further expanded to "chief customer officer."

Meanwhile, moving up to executive VP and general manager of video services, Strauss is responsible for all aspects of the cable giant's video business, overseeing the X1 platform and Comcast's TV Everywhere initiatives. He's been with the company for a decade.

Other Comcast promotions announced Monday:

> Daniel Herscovici has been promoted to senior VP and GM, Xfinity Home. 

> Jan Hofmeyr to senior VP, X1 Platform.

> Bridget Kimball to senior VP, software development & engineering.

> Rick Rioboli to senior VP, Comcast Metadata Products and Search Services (CoMPASS).

> Michael Brady to senior VP, state regulatory affairs.

> Klayton Fennell to senior VP, government affairs.

> Rick Smotkin to senior VP, government affairs. 

> Clem Cheng to senior VP, human resources, sales and marketing.

> Kathryn Koles to senior VP and deputy general counsel. 

> David Marcus to senior VP and deputy general counsel.

> Deborah Buhles to VP, administration, reporting to Karen Buchholz, senior VP of administration.

> Catherine Gray and Anthony DeShan to VPs of Comcast Assurance and Advisory Team, reporting to Cynthia Hook, senior VP, general auditor and global risk officer. 

> Juan Otero to VP of federal government affairs, reporting to Melissa Maxfield, senior VP, federal government affairs.

> Matthew Fradin and Derek Squire both to VP and Senior Deputy General Counsel, reporting to Marc Rockford, VP and Senior Deputy General Counsel.

> Brian Rankin to VP and senior deputy general counsel, reporting to Lynn Charytan, senior VP of legal regulatory affairs and senior deputy general counsel. 

> Mark Dellingerto VP, strategic intellectual property, reporting to James Finnegan, senior VP of intellectual property strategy.

For more:
- read this Comcast press release
- read this other Comcast press release

Related links:
Comcast says it hasn't even been approached by Apple about new pay-TV service
Comcast giving customer invites to try out new XR11 voice-activated remote
Comcast pushes back expected TWC deal closure to mid-2015

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