James hype austin12/9/2023 Wilfred Busby is Senior Vice President of Employee Experience for ALSAC, the fundraising and awareness organization for St. Wilfred Busby Senior Vice President, Employee Experience area with her husband and four daughters. Patterson resides in the Washington, D.C. She is a highly sought-after industry expert, serving on a White House taskforce to improve government agency service levels and as a conference panelist at global industry events. She is also a certified public accountant in the state of Maryland. Patterson has a bachelor’s degree in business administration from James Madison University, with a concentration in accounting. She helped lead large-scale business transformation projects, such as the design and rollout of the company’s industry-leading sales transformation effort. Patterson joined Marriott in 1996 and worked in multiple disciplines across the company, including Global Information Resources, Global Revenue Management, Lodging Finance & Business Development, and Corporate Internal Audit. She led the Starwood integration for these disciplines and delivered the seamless, day-one merger of the Starwood and Marriott loyalty programs. Mostly recently, she led the Customer Engagement Centers through the COVID-19 pandemic, the most severe downturn in the history of the modern lodging industry.īefore her role with the Customer Engagement Centers, Patterson led Marriott’s Brand, Marketing, Sales & Consumer Services’ Planning & Services team, overseeing business transformation, communication & change management, training & recognition, and operation support & planning. She successfully led the integration of Starwood Hotels and Resorts’ and Marriott International’s customer service centers, an ambitious, multi-year transformation of technology, organization, and processes. In her role, Patterson provides transformational leadership to Marriott’s global reservation, customer care and specialty teams, including elite loyalty member support, office of consumer affairs, and social media care. The Customer Engagement Centers contribute more than $7 billion in revenue and service over 65 million customer engagements each year and have received Global Traveler’s Best Frequent-Stay Customer Service Award for two consecutive years. Shannon Patterson is senior vice president of Marriott International’s award-winning Customer Engagement Centers, overseeing a team of more than 5,000 associates at Marriott’s 20 Customer Engagement Centers worldwide. Shannon Patterson Senior Vice President, Customer Engagement Centers Marriott International, Inc. She holds a Bachelor of Science degree in Accounting from the University of Memphis and has completed additional executive studies from Columbia Business School, the University of Michigan Ross School of Business, and is an alumna of Northwestern University Kellogg School of Management Executive Scholar Program. She is a founding member of the Women’s Leadership Network for United Way of Delaware County, Ohio. She holds board trustee seats for the Delaware County Foundation, Columbus Medical Association Foundation, and the Better Business Bureau of Central Ohio Inc. She was also recognized and named 2012 Chief Customer Officer of the Year by the Chief Customer Officer Council. Jasmine was named a 2010 Woman Worth Watching by Diversity Journal and was recognized by Technology Magazine for a technical innovation in the Office of Customer Advocacy. She led the strategy and initial phase of the One Nationwide Experience that aligned and continues to heighten the awareness of the customer experience across the Enterprise. Prior to her current role, Jasmine served as Vice President & Chief Customer Advocate in the Office of Customer Advocacy where she focused on capturing the voice of our customers, building partnerships across the Enterprise to share insights, ensuring that we meet regulatory compliance, and championing customer experiences. She previously served as Chief of Staff & Associate Vice President for the Office of the President, Nationwide Insurance Western Operations. Jasmine Green has a distinguished career with Nationwide that began more than 30 years ago in the Claims organization. Jasmine Green Vice President Enterprise Customer Solutions and Enablement Nationwide
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