GariLynn was HDI Los Angeles’ former President and is now VP of Social Media. She works as a Senior Program Manager for Entertainment Partner’s Client Experience Team. Her current pet project involves designing and spearheading the company’s NPS and Voice of the Customer Program. She also helped create EP's Technology Transformation Office and the ACTION! Team which were responsible for increasing employee engagement, improving client focus and increasing innovation time through highly productive, self-managed teams. She is a Customer Experience Expert and Information Technology Leader with over 15 years of coaching and mentoring people in fast paced environments. Her specialties include building strong relationships and collaborative teams in high-touch, agile environments. Not to mention, she has mad skills with identifying and streamlining inefficient processes and managing service desks and vendors. She holds a BA degree in Computer Science from the University of San Diego and decided to go the technical support route instead of the software engineering route. This gives her over 24 years total IT experience dedicated to improving customer service levels in any endeavor she pursues. She says, “Customer service is a way of life, not just a thing you try to do.”

Presenting:

• Session 801: Indifferent...Intrigued...Engaged!: Taking Employees from Zero to Hero