Passionate about customer service, Mary Cruse has 30 years of experience leading teams for Fortune 500 companies in the airline, healthcare, and finance industries. She has extensive experience in leading both technical and nontechnical customer service centers, focusing on contact center design, technology, customer service delivery, and team building. Mary is Director – IT Customer Service for First American Corporation. As a volunteer, she currently serves as the chair of the Help Desk Chapters, Inc. board and on the Call Center Industry Advisory Council.
Difficult Performance Conversations: The 5 Ws for Success