Meet the people who stand behind your subscription
In an ongoing feature, LiveWire gives you a glimpse at the folks in the ACS sales and customer services teams.
Kathy Rotolo Kathy has worked with ACS for 10 years and is the supervisor of the team responsible for providing customer service to subscribers outside North/South America.
Where are you from, and where did you grow up?
I was born in Columbus, Ohio, and lived in the city until I was 10, when my family moved to Hilliard, Ohio. A job opportunity took me to Connecticut, and I lived there until 1992, when I decided it was time to go back to Columbus.
When did you join the ACS, and what jobs did you have before then?
Before joining the ACS in 1998, I worked in Connecticut for the company that published “My Weekly Reader.” I worked in the advertising department and got to travel to printing and mailing companies across the country that produced the marketing materials for various “MWR” products. I joined the ACS in 1998 as a customer service rep in Member and Subscriber Services. In June 1999, I began working with Institutional customers and the Sales team to set up and maintain new web subscription accounts.
What's the last book you read?
I'm in the middle of a John Grisham book at the moment. I enjoy mysteries and detective books – easy reading types that don't require too much thought!
What's the last movie you saw?
Some of my favorite movies are “Butch Cassidy and the Sundance Kid,” “Steel Magnolias,” “Fried Green Tomatoes” and especially anything with Tom Hanks or Harrison Ford (I am anxiously awaiting the new Indiana Jones adventure!).
Favorite TV program?
I am an avid TV fan – mostly home decorating shows or the Food Network, and I have to admit I am addicted to “Survivor” and “Lost”.
Favorite Music?
I enjoy a wide range to music – from Classical to Classic Rock to Celtic. My favorite CD right now is James Taylor's “One Man Band”, very relaxing.
Hobbies?
I've been a volunteer with the Columbus Blue Jackets since their first season in 2000. I work with the Marketing department to distribute promotional items to fans – it's the perfect way to get to see the NHL for FREE. I also enjoy looking for treasures in antique and resale shops.
What are some of the challenges you face in your work? What do you enjoy most?
It is amazing to see how large the online customer base has grown in the last 10 years. Our customer support team has expanded as well to enable us to provide the necessary services to our institutional users around the world. We were all challenged this year to implement the new web pricing plan, and we are now looking ahead to the next phase of that plan. I enjoy the diversity of our international customers and the challenge of explaining our services and processes to them.
Kathy can be reached by e-mail at krotolo@cas.org , and by phone at 614-447-3600 or 1-888-338-0012.
Teresa Moffo Teresa has worked with ACS for 6 years and is the supervisor of the team responsible for providing customer service to subscribers in North/South America.
Where are you from, and where did you grow up?
I was born and grew up in the Columbus, Ohio, area. I graduated from Hilliard High School.
When did you join ACS? What jobs did you have before that? What was your first job?
I began my career at ACS with the Membership Team in the Member & Subscriber Services area in June of 2002. I accepted an offer to become a part of the Agency & Institutional Services team in February 2003. Prior to coming to work for ACS, I worked for the Seal of Ohio Girl Scouts Council in the Product Sales area. My first full-time job was with OCLC in the Retrospective Conversion area. I spent three years working on the National Register of Microform Masters (NRMM) project.
What's the last book you read?
Any reading I do is usually because of a school project for one of my children or a class I'm taking. Most recently, I've read “Emily Eyefinger and the Lost Treasure” by Duncan Ball with my son for a school reading project, and “The Thinker's Toolkit” by Morgan D. Jones for a Decision Making and Problem Solving class I was taking. The last book I selected for myself to “read” was on CD and it was “The Real America: Messages From the Heart and Heartland” by Glenn Beck.
What book are you reading now?
My plans are to pick up the CD version of Beck's new book, “An Inconvenient Book: Real Solutions to the World's Biggest Problems”. Though I own an autographed copy of the book, the chances that I'd be able to sit down and read it are slim.
What's the last movie you saw?
“Pirates of the Caribbean at World's End” – on DVD. The last movie I saw in a theater was Disney's “Enchanted”
What's your favorite book? Movie? TV program?
I like Glenn Beck and I try to catch his shows on radio and TV whenever I can. I've also been to several of his LIVE shows. Most recently, I got to see his Christmas Program in Toledo, OH. On television, I enjoy historical documentaries and shows about fashion and home decorating. In other words, most programs on the Discovery Channel, History Channel, TLC or HGTV. I also like the “CSI” shows, “Ghost Whisperer,” “Numbers” and “How I Met Your Mother.” One of my favorite movies is “Ever After” with Drew Barrymore and Angelica Houston.
Favorite author/musical artist/recording artist?
I like several music styles and it's difficult to say that I have a favorite. I usually choose music I can dance to or sing along with. For singing, I like the “Wicked” soundtrack and anything by Reba McEntire or Martina McBride. For dancing I like dance/techno music and when I'm feeling stressed or need to relax and unwind, I like the music of MercyMe.
Hobbies?
I like to travel. I try to always find historic homes or sites to learn about and visit when traveling. Most recently, we visited the Pea Ridge National Military Park in Arkansas. I also enjoy making quilts, solving puzzles, playing video games with my kids, singing karaoke, dancing and playing the piano.
What are some of the challenges you face in your work? What do you enjoy most?
Anticipating and adjusting to changes, learning new technology and planning for ways to reduce how changes impact customers and staff can be a challenge. The challenges are what I enjoy because they usually result in learning something new; whether it's new technology, a new skill or meeting and interacting with new people.
Teresa can be reached by e-mail at tmoffo@cas.org, and by phone at 614-447-3600 or 1-888-338-0012.
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