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, Customer 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 and training firm focused on improving the customer and employee experience. We offer consulting services, program diagnostics, program design, workshops, tailored training and support in developing effective customer communications.
With over 25 years leading and supporting customer service teams across several industries, we leverage our expertise developing engaged and enthusiastic service professionals. With artificial intelligence, digital platforms and self service 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, genuine and effective as possible. Our goal is to help you and your teams successfully meet this changing landscape and increasing customer expectations.
Personalized 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 and overcome them. We take on and confront bias, which negatively affects employees as much as customers, and we help our clients take the steps to address and mitigate it.