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As part of the Global Operations team, Carolyne is responsible for the overall Fan (customer) Experience strategy. Partnering with leaders across the organization, her team drives first-contact resolution (FCR), resulting in strong customer satisfaction (CSAT) and net promoter scores (NPS), reduced contacts per order (CPO), as well as increased customer lifetime value (CLTV). Truelove leads contact center teams across 6 locations that interact directly with Fans in 9 languages. Fanatics provides world-class omnichannel support services across social media, voice, chat, email, SMS, and self-help resources. Her back office team supports proactive order management. Their focus is to improve each touchpoint of the customer journey through data driven changes to process and best in class technologies from click to porch which result in increased fan loyalty.
Paul Brandt serves the Employees and Customers of Loanpal as Chief Experience Officer. In this role, Paul is responsible for all aspects of the customer experience and oversees the processes and operations that impact critical consumer touchpoints. Paul leads teams responsible for customer service, underwriting, and other operational functions, to ensure a lending experience that is simple, frictionless, and friendly.
Prior to joining Loanpal, Paul was VP Customer Experience for YUM! Brands (Pizza Hut, Taco Bell, KFC, Habit Burger) where he led teams in delivering an unrivaled experience for the Guests of Pizza Hut. He has over 25 years of leadership experience as a proven transformative top performer at some of the world’s most iconic companies, including: Tesla, SolarCity, Southwest Airlines, General Motors, Bank of America and PricewaterhouseCoopers Consulting. He’s a leader with a passion for delivering an extraordinary customer experience, employee engagement, driving innovation, leading digital, strategy and continuous improvement. Paul’s experience cuts across industries: renewable energy, high-tech, airlines, consulting, manufacturing, food & hospitality, finance and automotive.
Paul was appointed by the Governor of Nevada to the Governor’s Workforce Development Board / Clean Energy & Sustainability Council. He also worked alongside Local Elected Officials (LEOs) on the Board of Directors for Nevada Workforce Connections, serving the communities of southern Nevada. Currently, Paul resides on the Advisory Board for Execs in the Know.
Paul was also able to provide thought leadership as an Honorary Professor at The Wharton School (The University of Pennsylvania) by guest teaching on a variety of subjects as part of their world-renowned Executive Education program over several years.
Paul graduated Magna Cum Laude with a Master of Science in information Management and Communications from Walsh College. He received a Bachelor of Science in Marketing and an Associate of Applied Science in Architectural Technology from Ferris State University. Paul is a certified Lean Six Sigma Green Belt, Executive Lean Six Sigma Green Belt and Project Management Professional.
Whitnee Hawthorne, Vice President Customer Support, oversees JetBlue’s Customer Support operations in Salt Lake City (SSC) and Orlando (JSC), leading over 1,800 crewmembers responsible for handling all Customer interactions via phone (1-800JETBLUE) and digital channels. She also oversees JetBlue’s Customer Experience (CEX) Operations Center that monitors and recovers customers impacted by flight delays, diversions, and other operational disruptions.
Before transitioning to Customer Support, Ms. Hawthorne served as Director Strategic Execution Technology and played a central role in developing and executing on JetBlue’s IT strategy and vision. She also spearheaded the launch and implementation of JetBlue’s Barclaycard MasterCard partnership, the international expansion of the co-branded card suite, and other marketing partnerships as Manager TrueBlue Partnerships. Prior to joining JetBlue in 2017, she served in Customer Experience, Loyalty, and Marketing roles at American Airlines, E*TRADE Financial, and HBO, with a focus on repeat interactions with key customers.
Ms. Hawthorne holds a Master’s Degree in Business Administration from Babson College and Bachelor’s Degrees in International Business from Northeastern University and Ecole supérieure de Commerce de Reims. She is fluent in Spanish and is certified by the Balanced Scorecard Institute and in Agile Leadership from Scrum Alliance. In addition to her commitment to strengthen and evolve the JetBlue customer and crewmember experience through technology, she is deeply passionate about supporting and uplifting women, especially mothers in the workplace.
Phil spends every single day making millions of customer’s lives simpler, better, easier. His teams are made up of incredibly high-performing professionals that develop and deliver innovative experiences, simplify our operations, and turn strategy into reality.
The Omni team is responsible for ensuring that every interaction is best in class across channels, that our experiences are simple and intuitive and that we’re building the future of distribution at Verizon. They’re delivering on Verizon’s vision to be where the customer’s are: digital first, with differentiated service and advice, enabled by personalization and our reps and agents when it matters most.
Early in Phil’s career, he joined USAA where he had the opportunity to learn first-hand what it means to provide selfless customer experiences and service to those who have served. In 17 years at USAA, he had the opportunity to lead Bank Omnichannel Sales & Service, the Bank Contact Center, serve as the Chief Strategy Officer and lead the Auto Insurance Product Line. In 2020, Phil accepted a position as Verizon’s SVP of Omnichannel CX and is leveraging over 20 years of experience to shape our CX strategy and execution while leading the Omnichannel Experience Management teams, CX Innovation, Conversational Bot experiences and the My Verizon app.
Phil lives a full and meaningful life with his amazing wife, Jennifer, and very active kids, Sebastien, Jackson, Mia, Ella and Tristan.
Radha leads global operations teams responsible for enforcing trust and safety compliance across the YouTube platform. Her team oversees all content moderation, manages customer support operations for YouTube products, and reviews content ownership and quality to protect music rights delivering against YouTube’s operational targets with teams spanning US, EMEA, and APAC. She is a seasoned operations executive with a proven track record implementing customer success and trust and safety programs at scale. She has worked in salesforce.com, Google and RingCentral prior to moving to YouTube.