CAO Business Beat January 2014 Edition

News from Suddenlink Commercial & Advertising Operations

January

2014

Your source for news about our division's performance and top individual performances.

At the corporate level, Suddenlink Communications finished

October at 101% of revenue and 98% of operating cash

flow (profitability) budgets. Commercial & Advertising

Operations (CAO) came in at 105% of revenue and 101%

of cash flow budgets. Media brought in revenue at 113% and cash flow at

109% of budgets for the month. The Commercial team recorded another

solid month at 102% of revenue and 99% of cash flow. Our Carrier team

posted another consistent month as well at 106% of revenue and 103% of

cash flow budgets.

2014 CAO Priorities

We Foster a Positive, Success-Oriented Environment for Our Employees, who Take Pride in Working for Our Company.

We Provide a Great Experience for Our Customers, and We are Committed to their Success.

We Maximize Revenue Growth by Growing Current Customers and Winning New Customers from Competitors.

We Overachieve Our Division Profitability Goals.

Closing Thoughts

We have officially closed the door on 2013 and are now focused firmly on the new year.

Many of you attended one of our 2014 annual Kickoff events, where we highlighted our 2013 successes, discussed 2014 priori-ties, and recognized top performers, including our 2013 President’s Club winners, who are listed on page 3. Half of them are first time winners, and all made significant contributions to our success that included exceeding 2013 CAO and Suddenlink

financial goals. Congratulations!

Looking ahead, we announced our new 2014 theme, Shattering Bounda-ries, and introduced our new long-term goal of achieving $750 million in annual revenue by 2020. Great opportunities lie ahead.

We are out of the starting gate in 2014, and well on our way to recording a strong first quarter. Let’s all make 2014 the year we achieve a new per-sonal best. Set new performance goals that enable you to shatter the boundaries of any previous performance levels you’ve accomplished. We must aim very high to accomplish great things.

Here’s to Shattering Boundaries in 2014.

Thanks,

Kevin

Kevin Stephens President, CAO

CAO Business Beat January 2014 Edition 2

Top 10 AE’s—YTD Actual Revenue

1. Theresa Cooper, Charleston

2. Truitt Hegwood, El Dorado

3. Dawn Arceneaux, Alexandria

4. Deborah Patton, Lubbock

5. Jim Watkins, Jonesboro

6. Brandon Eidson, Lake Charles

7. Frank Ortega, Amarillo

8. Darlene Kiser, Midland

9. Lee Pinion, Tyler

10. Melissa Woods, Beaumont

December Top Performers

Top 10 AE’s—December Revenue % to Goal

1. Tim Ogrodnik, Tyler - 238%

2. Steven Venable , Lake Charles -228%

3. Micheall Blatt, Inside Sales - 225%

4. Sherry Waters, Jonesboro - 199% 5. Becky Dupre, Lake Charles -172% 6. Jordyn Brodie, Lubbock -169%

7. William Harley, Charleston-168%

8. Deborah Patton, Lubbock-167%

9. Randy Phair, Abilene -167% 10. Holly Rose, Abilene -165%

Tim Ogrodnik

Top 10 AE’s— December Actual Revenue

1. Theresa Cooper, Charleston

2. Truitt Hegwood, El Dorado

3. Deborah Patton, Lubbock

4. Frank Ortega, Amarillo

5. Dawn Arceneaux, Alexandria

6. Tim Ogrodnik, Tyler

7. Eric Sullivan, Bossier

8. Randy Phair, Abilene

9. Brandon Eidson, Lake Charles

10. Melissa Woods, Beaumont

Top 10 AE’s—YTD Revenue % to Goal

1. Penny Kampf, E. Oklahoma - 149% 2. Tim Ogrodnik, Tyler- 142% 3. Rodney Polk, Lufkin - 141%

4. Joe Martinez, Victoria - 138% 5. Jordyn Brodie, Lubbock - 137% 6. Shane Watkins, Beckley - 135% 7. Deborah Patton, Lubbock - 132% 8. Heather Payne, Charleston-130% 9. Steve Ray, Greater Oklahoma - 130% 10. Kathy Knoll, Del Rio– 129%

CommercialCommercial Revenue = 102%

OCF = 99%

Top 10 Commercial Reps—December Revenue % to Goal

1. Joe Bethany, Texoma - 342%

2. John Figueroa, Truckee– 288%

3. Aaron Penny, Greenville - 268%

4. Holly Thedford, Texoma - 253%

5. Michele Farley, Abilene - 238%

6. Kristin Muehlbrad, Midland - 220%

7. Melissa Wright, Hurricane– 187%

8. Daniel Majure, MidSouth– 185%

9. Danny Higdon, Pineville – 183%

10. Chris Little, Westgate - 178%

Top 10 Commercial Reps—YTD YTD% to Goal

1. Joe Bethany, Texoma - 229%

2. Daniel Majure, MidSouth - 223%

3. Melissa Walker, Lubbock - 210%

4. Holly Thedford, Texoma– 193%

5. Loretta Perin, MidSouth - 176%

6. Nicole Stricklin, Texoma-174%

7. Melissa Wright, Hurricane- 171%

8. Troy Finley, College Station - 169%

9. Kristin Muehlbrad, Midland -168%

10. Michael Hamilton, Georgetown-168%

Penny Kampf Theresa Cooper

Joe Bethany Melissa Walker

Theresa Cooper

CAO Business Beat January 2014 Edition 3

Commercial Business Services

Joe Bethany

Bobby Bonnette

Melissa Walker

Holly Thedford

Loretta Perin

Nicole Stricklin

Kristin Muehlbrad

Michael Hamilton

Michelle Thomason

Regina Swearengen - Manager

David Phipps

Terri Johnston

Jason Coke - Manager

Ad Sales - East Division

Ben Fritz

Becky Lucas

Stephanie Merritt

Theresa Caggiano-Cooper

Lesa Gallimore

Kelly Hamrick - Manager

Ad Sales - Central Division

Dawn Arceneaux

Rick Cohn - Manager

Vic Bailey - Manager

Brandon Eidson

Darlene Kiser

Frank Ortega

Debbie Patton

Randy Phair

Melissa Woods

Steve Ray

Abel Sanchez

Penny Kampf

Tim Ogrodnik

Joe Martinez

Jim Watkins

Carrier

Greg Bielamowicz

Corey Humphreys

Non-Sales

Tom Floyd

Stacey Kiessling

Brenda Munsey

Staci Kuykendall

James Pennington

Chris Comeaux

CAO Business Beat January 2014 Edition 4

W e finished 2013 with a huge December. Central Media was more than a half million dollars over budget. We exceeded in almost every revenue category. In addition,

Central Media exceeded OCF budget (profit) by more than $600,000 overall. Such a result greatly helps our corporate results for all of Suddenlink Communications. Thanks to each of you for a positive year.

BBBrent’s rent’s rent’s BBBulletsulletsullets

Updates from Across Our Footprint Updates from Across Our Footprint

by Brent Skinner, VP, Advertising Sales Suddenlink Central Media

iNET sales ended the year over budget. Looking forward, our iNET sales for 2014 are already greater than full year 2013 and our momentum with Internet Banner and Pre-Roll sales has increased to high levels. Our goal this year is to increase our customer count from 119 in 2013 to a minimum of 400 iNET clients in 2014. The top billing region for iNET in 2013 was College Station. Great Job !

Now we are all zeroed in on our programs for the new year. Among the most important items will be (i) grow our iNET customer base to 400 clients (ii) lay annual business in through an All Season Pass sports sales initiative in February (iii) Market Tests in Q1 and Q2 (iv) improved training of sales staffs and sales leaders for iNET (v) customer education of Suddenlink Me-dia products through group engagement in lunches and presentations, and (vi) bundling of more products to improve customer satisfaction.

ITV This past year we launched iTV in Tyler and College Station. Several clients began using the medium. In 2014 we offer ITV in other Central Media markets. Whether the clients use the Voting & Polling, Request for Information or the Telescoping features available, our product is unique in that our local competitors won’t have the ability to match it. Our development team has also be-gun testing the delivery of video ads with NBCU to TVE (TV Everywhere).

2013 Football sales ended with all-time record sales. NFL and NCAA football sales totaled $4.2 million which was an increase of $550,000 from 2012. Our top results were in Midland which had the highest sales of $208,000 in NFL Football, Lubbock which had the highest sales of $126,000 in NCAA Football and, Tyler which sold the most College Bowl Games with $113,000 in sales.

Through our Commercial Customerlink program we proactively reached out to over 5,500 customers. We thanked customers for their positive feedback, and we responded to any issues so we could address them as soon as possible. As a result we are starting to see higher satisfaction rates that will ultimately lead to less customer disconnects, more customer referrals and happier customers who will stay with us longer and buy more products.

Many new Initiatives were deployed in 2013 that will help fuel future growth into 2014 including – Docusign electronic signature launch that makes it very simple and fast to retrieve contract signatures and paperwork. New IVR to better handle calls into our call center for sales, technical support and customer care. Launch of footprint to help improve visibility and expand our serviceability. Product development to support managed services for K-12 Erate season and proposals. New Plus Internet and Phone bundles, transactional Wideband, launch of Channel Partner program and many more.

Thank you for your efforts in 2013, your teamwork, drive to succeed, and desire to take care of the customer is evident. I look for-ward to 2014 – we’ve got a lot of good stuff ahead of us – watch out 100,000 phone lines HERE WE COME!!

W e should all be very proud of all our accomplishments in 2013. From a sales per-spective, 48 out of 56 sales reps that have been onboard at Suddenlink for over 9

months were at 100% or above of monthly quota for the year. That type of individual suc-cess fueled revenue and customer growth across all regions. We added 5,269 new busi-ness accounts, gained 5,238 Internet customers –including a net gain of 1,487 Wideband customers. Phone lines grew by almost 20,000 and will exceed 100,000 lines in 2014, fiber customers grew by 262 and PRI by 86. We can’t sustain that type of activity without the vital support our sales support teams, project managers, sales engineers, field operations/fulfillment, customer care and technical support teams.

Ken’s MusingsKen’s MusingsKen’s Musings

by Ken Conner, Vice President,

Suddenlink Business Services

CAO Business Beat January 2014 Edition 5

Tim’s ToolboxTim’s ToolboxTim’s Toolbox by Tim Archer, Vice President, CAO Services Delivery

A s we finish the holiday season, I have a tendency to reflect on the events of the past year. This year was the birth of the Service Delivery department. By early summer, project management, sales engi-neers, and sales support were structured as one cohesive unit.

Carrier Corner

by Tyler Nau,

VP Finance, GM Carrier Srvcs

As I sit to write this memo, December 2013 seems like ancient history! We’ve already had a 2014 Kickoff meeting, where we

reviewed priorities for Sales, Service Delivery, and Service Support—the business plans are baked and it’s all about focus and

execution at this point.

Achieving our twofold mandate of driving aggressive revenue and cash flow growth while continuously improving the cus-

tomer experience will require us to work hard as a team in 2014. I know that we are up to the challenge and I look forward

to achieving our goals together in 2014!

2013 Full Year Statistics:

Financials: For the full year 2013, Suddenlink Carrier achieved 106% of our revenue target 105% of our Operating Cash Flow (OCF) target,

New Contracts Signed: $662K in new MRR signed, 102% of 2013 budget,

New Revenue Installed: $970K in new MRR installed, 85% of 2013 budget, including over 675 highly complex new cir-cuits.

2013 was a pivotal year—the Suddenlink Carrier Team per-

formed well against all of the metrics that are critical to ad-

vancing the business, but equally important was how we evolved as a team, in-

cluding extended team members in corporate engineering, regional operations,

and the NOC.

While we added some new leaders, we also depended primarily on our existing workforce through this transition. I have been im-

pressed with both the level of professionalism and team work exhibited by support person-

nel. We started by building reports from scratch to measure processes and results. Many of

the steps within end-to-end service delivery had never been quantified. This new found visibil-

ity and accountability allows us to discover best practices, which are being used to standardize

processes. The desired outcome is a happy customer that experiences consistent results. This

enables an environment more conducive for individual and team success.

In 2013, we also began the roll out of our new serviceability tool, Footprint. By year end, we

were live in 12 markets! This tool will help enable higher close rates for sales teams and less

labor for field personnel. Finally, with the support of our partners in the field, we are now on

the path to transactional deployment of wideband sales and installation. As with any transi-

tion, Service Delivery efforts to affect positive change are a must.

CAO Business Beat January 2014 Edition 6

by Rob Fouss, Vice President,

RRRob’s ob’s ob’s RRReporteporteport

Super Six Championship Games

The Production Department made its annual trip to Wheeling for the WV Super Six Football Championships December 6th and 7th. I want to thank the entire production department for once again braving the elements. The team included Production Manager Brian Guthrie, Produc-ers Mitch Owen, Bryan Barker, Steve Spencer, Dave Murray, Cathy Echard, and Eric Merrow. Al-so, thanks to others who helped, Director of Operations Dave Howell, Manager of Customer & Sales Experience Stephen Douglas, and Network Administrator Rob Harvey.

Traveling Performance Cup

Last year we purchased a trophy that we planned to use to recognize the office with the highest performing percentage to budget each month. The Traveling Performance Cup would sit in a place of honor in the office that had earned the bragging rights for that month. Congratulations, looks like Beckley wins big for 2013!! This is a challenge to the other East Media offices to step up their game in 2014!

President’s Club Winners

I am very pleased to announce the following Account Executives from the East Media Division as winners of the 2013 President’s Club! From the Charleston office, Stephanie Merritt finished 114.53% of her budget and Theresa Cooper at 112.56% of her budget. From the Beckley office, Lesa Gallimore achieved 120.51% of her budget, Becky Lucas finished at 117.59%, and Ben Fritz at 101.52%. Also, from the Beckley office, Local Sales Manager Kelly Hamrick is a winner achieving 114.33% of her budget. Lesa and Kelly are first time winners, but the other recipients have earned this prestigious honor multiple years. Congratulations to all. I look forward to spending time with you on our President’s Club trip in April.

What they buy: WV State Police bght Wideband Internet Premier Plus which is 20/5 Mbps at 15 of the locations in our footprint, the last location is pending for a total monthly revenue of $4,600. They had previously been a Suddenlink customer but had switched to DSL.

Benefits/Impacts of our Service: Account Executive Melissa Wright was able to get back in the door to win back their service with the promise of a significantly faster speed to power their agency locations provided by our Wideband Premier 20/5 and Extreme 50/8 products. These products allow us to offer the Fastest Business Internet Speeds in our markets at a cost effective price and installation interval. Melissa is confident that she will eventually win their business for Business Class Phone with the value of the Internet Voice Bundle. The Wideband advantage gave Melissa the product benefit to win a large multi-location business.

Overview: The West Virginia State Police agency was created in 1919 and is the fourth oldest state police agency in the United States. The West Virginia State Police focus daily on providing statewide enforcement of criminal and traffic laws with em-phasis on providing basic enforcement and citizen protection from criminal depreda-tion throughout the state and maintaining the safety of the state’s public streets, roads, and highways. They have 21 locations in West Virginia with 16 in Suddenlink

service areas.

by Rob Fouss, Vice President, Suddenlink East Media

RRRob’s ob’s ob’s RRReporteporteport

D ecember ended on a high note for the East Division. After a couple of disappointing months we had a tremendous December, finishing $361,796 over budget for revenue. As I write this everyone is focused on our annuals for 2014 and setting the stage for another

big year. Thanks so much for everyone who made this possible and we look forward to a great 2014.

In Your Shoes

We finished 2013 In Your Shoes with James Long, Account Executive in Parkersburg. We visited clients, made cold calls, production calls, and James gave annual presentations that included our Pre-Roll product. I’ve found the time spent out in the field to be educational.

CAO Business Beat January 2014 Edition 7

Careers @CAOCareers @CAO

The following are just a few of the exciting opportunities available within CAO. To learn more or to apply for these or our other positions, just go to www.work4suddenlink.com and click on “database of available positions” to search all of our current openings.

Media Business Services/Carrier Services

Other positions:

National Sales Coordinator Texas

West Virginia Sales Assistant

Account Executive positions in various states

Other Positions:

Texas

Carrier Sales Engineer

Commercial Ops Manager

Regional Sales Manager North Carolina

Account Executive positions in various states

Links of Interest...Links of Interest...Links of Interest...

Questions/Comments? Share news of interest for this newsletter or provide suggestions/new ideas for this newsletter

or any other means of CAO communication by contacting: Jeane.Stanesic@suddenlink.com

Suddenlink: http://www.suddenlink.com

Suddenlink Business Services: http://mysuddenlinkbusiness.com

Suddenlink Media: http://www.mysuddenlinkmedia.com

CoStreet Communications: http://www.costreet.com

Network West Virginia: http://www.networkwestvirginia.com

Cable Telecommunications Association for Marketing: http://www.ctam.com

CableTelevision Advertising Bureau: http://www.thecab.tv

Congratulations! Internal PromotionsCongratulations! Internal PromotionsCongratulations! Internal Promotions Rich Davis to Senior Director of Sales, Rick Cohn to Director of Sales and

Carmen Ford to Local Sales Manager

Edgar Contreras to CCR II Tech Support , Lucinda Ordonez to CCR II Tech Support,

and Veronica Brown to CCR II Account Services

by Kim Winded & Andrea Nelson,

Human Resources

T he New Year is in full swing and hopefully you’re excited about the vast opportunities 2014 brings. It’s a chance to make a fresh start by clearing your head of negative thoughts, leaving behind any regrets or shortcomings from 2013, and re-directing all

of your energy into 2014. If you haven’t already, take some time to determine where you want to go this year and set goals for yourself.

Setting goals will get you thinking about your ideal future and provide motivation for turning your vision into reality. It will also help put things into perspective and let you know exactly where to focus your efforts. To outline a plan for your success, make sure your goals are SMART. In other words, your goals should be Specific, Measurable, Attainable, Realistic, and Timely. Write them down and always keep your goals in front of you so you may attack them at full speed.

No one can truly determine what will happen in any given year, but if you don’t have goals or a specific plan, you’re almost guaran-teed a lackluster year or even failure. By putting an action plan in place, you can be well on your way to making headway and ex-ceeding expectations. Keep in mind if you aim at nothing, you’re bound to hit it every time. Yes, 2014 will have its challenges – but BE BOLD and BE BRAVE. We have Customers to retain and grow as well as a customer base to build. Help spread the word about all the great things Suddenlink has to offer and the new opportunities ahead. You never know who may hear you – possibly a cur-rent customer who is reassured of the great service they have received or perhaps our next customer who is excited about the great things they can expect.

So figure out what you want, power through the tough periods, and start being who you want to be.

CAO – Shattering Boundaries