Natalie has run top-tier large scale operations and has created organizations dedicated to conquering the customer experience, and driving customer service excellence and strong operational performance into companies across the USA, UK and EMEA.
In May 2017, Natalie assumed the role of Executive Vice President and Chief Operating Officer at Fidelity National Home Warranty, a Fidelity National Finance Inc. Company, to, among other responsibilities, drive the customer experience and high performance into operations. Prior to this, Natalie was the Vice President of Sales and Service for CREDO Mobile and previously, the SVP of Customer Service for Thames Water Utilities Ltd, the largest Water and Sewerage Company in the UK. Natalie has also been the SVP Customer Experience for a parcel delivery company and has held senior operational and customer-related roles for Levi Strauss & Co (EMEA) and Telefonica O2 UK, a telecommunications, internet and financial services provider, serving 21 million customers. Natalie is obsessed about Customer Satisfaction and Relentless about Resolution.
Whether in Fortune 500 services, consumer goods, retail, start-ups or technology companies, Natalie drives change for the better. She is direct, honest and proactive. She is known to GSD (Get S**t Done), build new business and increase revenue and turn around performance, while re-energizing and invigorating businesses and teams. Her collaborative and open approach is combined with her strong sense of humor and her abundance of energy. She has the natural ability to bring people together with her on the service transformation journey. Check out her blog Service Woes and Wows. www.servicewoesandwows.com.
Natalie earned an MBA from the University of Bath, School of Management, a Master Coaching Qualification from the Behavioral Coaching Institute, an MS from Michigan State University and a BA from Northwestern University, where she was a Division 1 Field Hockey All American and also spent five years as an active member of the United States Olympic Field Hockey Squad.