Helen has held corporate and consulting roles across a diverse group of companies and industries. She has worked in Publishing, Direct Sales, Consumer Packaged Goods and most recently, Hospitality with Starwood Hotels & Resorts. She has held leadership roles in the areas of Customer Care (in-house and outsourced), Vendor Relations, Executive Consumer Affairs, Guest Experience Intelligence, Operations Support, Guest Communications, Crisis and Reputation Management.
She is a partner and problem solver who challenges the status quo. She identifies opportunities to improve processes to deliver higher-quality experiences and leverages data, insights, and best practices to that end. She has designed customer contact databases, customer service training and developed customer communications on behalf of hotels and in support of corporate crisis management and social media. Her passion for service excellence has resulted in teams of engaged, responsive and empowered service professionals - skilled communicators, experts in problem resolution and service recovery.
She believes in the service-profit model, valuing and caring for the wellbeing of employees, reflected in a global protocol she established at Starwood, which allowed the company to track and address inappropriate and abusive guest behavior toward front-line employees.
Helen Horsham-Bertels - Principal
A collaborative customer service consulting firm focused on improving the customer and employee experience. We offer consulting services, program diagnostics, program design, workshops and tailored training.
With over 25 years leading and supporting customer service teams across several industries, we leverage our expertise to increase engagement and elevate service. With artificial intelligence and digitial platforms taking the place of humans in addressing the more standard and repetitive customer needs and inquiries, it is all the more critical that the human touch along the customer journey be as personalized and effective as possible.
Service is about people and that's where we focus. We strive to understand the challenges, fears and barriers faced by service teams, which can be unique depending on the circumstances, and work with leaders and their teams to address them.