Frank M. Drendel

Frank Drendel

Former Chairman
CommScope, Inc.

Mr. Drendel has been continuously involved with CommScope (under a variety of umbrellas and with different titles) since the late 60s (dates differ depending on source). Continental Telephone purchased Superior Cable in 1967 and CommScope became a division under the new company. In 1976 Superior sold the CommScope division to a group of Hickory-area investors led by Mr. Drendel. CommScope then merged with Valtec, Inc., which was later sold to M/A-COM, Inc., and CommScope became a division of M/A-COM. General Instrument then acquired M/A-COM and CommScope in 1986. As a part of General Instrument's plan to split into three companies, CommScope was spun off in 1997.

CommScope is the largest manufacturer and supplier of coaxial cable for cable television applications in the US. It also designs, manufactures and markets coaxial cable and other high-performance electronic and fiber-optic cable products for LAN, satellite, cellular, and other communication applications. Broadband/Video accounts for 78% of sales, Local Area Network (LAN) for 11% of sales, and Wireless/ Other Telecom for 11% of sales According to Paul Maxwell, Mr. Drendel orchestrated the industry's first LBO [leveraged buyout].

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Gibbs Jones

C5 Emeritus
Owner (Spartanburg)

ARCpoint Labs

Gibbs is a customer experience executive with over 25 years of customer experience leadership and expertise in the design, optimization and implementation of customer contact operations. Gibbs has combined skill in the human and technology side of customer contact operations, including the procurement and installation of ACD equipment, workforce management and CRM systems. He has directed the start-up of multiple customer contact operations, with industry expertise in consumer electronics, communications, retail, manufacturing, financial services, banking, and direct sales.

Gibbs has over ten years experience in the Cable Industry. Most recently Gibbs was the Senior Vice President of Customer Experience for Suddenlink Communications. Gibbs worked with Suddenlink’s six regional senior vice presidents and the managers of its customer-contact call centers in Arizona, Missouri, North Carolina, Texas and West Virginia to measure and improve Customer Satisfaction through transactional and relationship Net Promoter Programs and JD Power Research Studies.

Gibbs was also responsible for the company’s social media strategy where he made sure Suddenlink was active in the major social networking channels and found new ways to improve customer loyalty in this space.

Currently Gibbs owns two ARCpoint Labs locations. ARCpoint is a leader in the B to C and B to B drug and alcohol testing industry. Additionally, Gibbs has a consulting practice that helps companies improve their customer experience.

Gibbs is a Certified Net Promoter® Associate and has been a speaker at various conferences and is frequently called upon to discuss considerations related to measuring and improving the customer experience, exceptional contact center management, and optimizing the employee experience.


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